H

Himanshi

As a Quality Analyst with four years of experience, I am a diligent and ambitious professional dedicated to upholding the highest standards in logistics. I leverage my logical approach and collaborative spirit to ensure compliance and drive continuous improvement, always striving for practical and effective solutions.

Work style

Remote

Availability

Available in 30 days

Identity verified by DigiLocker
Contact details — on requestProof of Work — on request

Experience

T

Quality Analyst - Logistics

Teleperformance India Pvt. Ltd · Jan 2025 – Present

Not yet confirmed
  • Conduct 600+ audits and quality evaluations every month across customer service operations
  • Maintain an average quality compliance score of 95% through structured monitoring and coaching interventions
  • Monitor supervisor interactions and support a team population of approximately 50 employees
  • Improved key customer experience metrics including CSAT, FCR, and LTD through targeted quality initiatives
  • Facilitate weekly internal and client calibration sessions to ensure evaluation consistency and compliance adherence
  • Publish weekly knowledge-base articles to enhance process understanding and agent performance
  • Create Training Need Identification (TNI) plans based on audit findings and performance trends
  • Design awareness campaigns and escalation-reduction flyers to minimize corporate escalations
  • Prepare quality insights, trend analysis reports, and performance dashboards for leadership reviews
E

Senior Associate - Utilities

EXL Services India Pvt. Ltd · Mar 2023 – Jan 2025

Not yet confirmed
  • Conducted 400+ audits and quality reviews per month while maintaining 95% compliance standards
  • Supported a team of 30 employees through quality evaluations, coaching recommendations, and feedback sessions
  • Improved CSAT scores from 3.0 to 4.5 through quality interventions, process improvements, and performance coaching
  • Recognized twice for outstanding contributions in improving team quality performance and customer satisfaction
  • Performed trend analysis, quality reporting, and scorecard evaluations using QA frameworks
  • Participated in calibration exercises and quality governance initiatives to drive operational excellence
F

Associate - Telecommunication

FIS Global Business Solutions Pvt. Ltd · May 2022 – Mar 2023

Not yet confirmed
  • Delivered customer support while consistently meeting quality and SLA requirements
  • Resolved customer concerns and supported customer retention objectives
Q

Associate - Banking & Finance

Quess Corp Ltd. (SBI Credit Cards) · Aug 2021 – Apr 2022

Not yet confirmed
  • Managed customer interactions and achieved business performance targets through effective engagement

Skills 0 proven through work

Also works with

Piping and Instrumentation Diagram CreationValidation Session ParticipationInnovation StrategyWork EthicTeam BuildingEffective ContributionOn-the-Job Learning (Learning from Peers)Goal AchievementIdea SharingAdaptive PlanningAdaptabilityGoal UnderstandingQuality Control AnalysisExploratory Data Analysis (EDA)Confidence BuildingUser Experience ImprovementBusiness Value RealizationTeam SupportTransparent CommunicationTeamworkProfessional Skill DevelopmentRapid LearningStakeholder ManagementHigh-Volume Operations ManagementCross-Departmental CoordinationAnalytical Report CreationPolicy Compliance MonitoringReceiving and Incorporating FeedbackObservational SkillsPerformance Metrics AnalysisTechnical Solution DesignAudit Report ReviewCustomer Issue ResolutionTaking OwnershipListening AttentivelyEmpathyCustomer ServiceApplication MonitoringTechnical Knowledge SharingSoftware Quality AssuranceEmployee Training & DevelopmentTraining Needs AnalysisCommunication Training DeliveryCustomer Satisfaction AnalysisStrategic AlignmentRoot Cause AnalysisProcess ImprovementPeople ManagementInclusive Hiring PracticesMentoring and Peer CoachingTechnical DocumentationTechnical TroubleshootingSOP AdherenceInternal Audit ExecutionCompliance ManagementStructured Work ApproachWork EfficiencyWork Planning and PrioritizationProblem SolvingPerformance Feedback ConversationsCall AuditingProfessional Follow-upWritten CommunicationMeeting Facilitation

Proof of Work

Proof of Work

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Education

Bachelor of Computer Applications, Computer Applications

IGNOU · 2022 — 2025

Class XII, General Studies

CBSE · 2018 — 2019

Class X, General Studies

CBSE · 2016 — 2017

Contact details

Contact details

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