Vikas Singh
QUALITY ANALYST — CUSTOMER SERVICE
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About
Detail-oriented Quality Analyst with 5+ years of experience across quality assurance, email support, customer handling, and KYC/financial services. Proven track record of monitoring customer interactions, identifying process gaps, and driving compliance with company policy and regulatory standards. Strong communicator with experience coaching team members and improving service performance.
Experience
Quality Analyst – Customer Service (Email Process) at Mahindra Limited TUC (TransUnion CIBIL) (2023-01 – Present)
- Monitor and evaluate customer email interactions for quality assurance, accuracy, and process adherence.
- Identify recurring process gaps and recommend practical, data-informed improvements.
- Ensure ongoing compliance with company policy and applicable regulatory standards.
- Deliver constructive feedback and coaching to team members to raise service quality scores.
Customer Executive – Loan KYC Process at Bajaj Finance Ltd. (2019-04 – 2021-06)
- Processed customer documentation and conducted KYC verification in support of loan approvals.
- Ensured accuracy, completeness, and regulatory compliance of customer records.
- Resolved customer queries efficiently while maintaining high service quality standards.
Customer Executive at DNA Infotel Pvt. Ltd. (2016-05 – 2017-06)
- Managed high-volume inbound and outbound customer calls with professionalism and care.
- Maintained strong customer satisfaction through timely, accurate support.
- Recorded, verified, and updated customer information across systems.
Education
Graduate – Mumbai University (2016)
12th Standard – Mumbai University (2013)
10th Standard – Mumbai University (2011)
