Sumit Bachate

Experienced Quality Analyst and Customer Service Professional with 7+ years of experience in customer support, quality assurance, audit management, process improvement, calibration, coaching, and stakeholder management. Skilled in quality monitoring, performance analysis, customer service operations, reporting, and compliance.

Certified Six Sigma Yellow

Belt with a strong focus on process excellence and continuous improvement.

Senior Quality Analyst - Facile Info-Serv Private Limited

(2024-11 - 2026-04)

• Conducted quality audits for B2B lead generation processes.
• Provided performance feedback and coaching to executives.
• Performed call calibrations and quality evaluations.
• Maintained audit records and ensured adherence to quality standards.
• Supported process improvement initiatives.

Senior Quality Analyst - Q Degrees

(2024-05 - 2024-10)

• Performed external quality audits for Personal Loans and Credit Cards processes for Bajaj Finance.
• Conducted weekly and monthly calibration sessions with Operations, Training, SMEs, and partner teams.
• Managed rebuttal discussions with internal quality teams.
• Identified process gaps and recommended corrective actions.
• Achieved audit productivity and quality targets consistently.

Senior Associate Quality / Associate Quality - Tech Mahindra Ltd.

(2022-01 - 2024-04)

• Conducted transaction quality audits and evaluations.
• Delivered coaching and feedback sessions to improve agent performance.
• Facilitated quality, process, and product knowledge sessions.
• Conducted internal and external calibration sessions.
• Performed live call monitoring and focused coaching interventions.
• Prepared and shared quality dashboards, QMS reports, and training need analysis reports.
• Collaborated with operations and training teams to improve quality metrics.
• Escalated process gaps and knowledge issues to relevant stakeholders.

Customer Service Associate - Tech Mahindra Ltd.

(2020-09 - 2022-01)

• Managed outbound customer interactions and complaint resolution.
• Ensured adherence to communication standards and company policies.
• Delivered accurate and timely customer support.

Customer Care Executive - Vision Plus Security Control Pvt. Ltd. (BSNL Process)

(2018-05 - 2019-08)

• Handled inbound customer queries, requests, and complaints.
• Provided effective issue resolution and customer support.
• Maintained high levels of customer satisfaction and service quality.

Bachelor of Science - B.Sc. - Dr. Babasaheb Ambedkar Marathwada University, Aurangabad (2023)

Higher Secondary Certificate - HSC - Vasundhara Mahavidyalaya (2018)

Secondary School Certificate - SSC - Mahatma Phule Vidyalaya (2014)