Harshit Vishwakarma

Operations Associate

Bengaluru, Karnataka, India6 yrs 8 mos experience

Most Likely To Switch

Key Highlights

Certified Six Sigma Green Belt professional
Expert in process documentation and standardization
Strong background in quality assurance and operational efficiency

Stackforce AI infers this person is a Process Excellence expert with a focus on quality assurance in operational environments.

Contact

Skills

Core Skills

Process ImprovementQuality Assurance

Other Skills

Stakeholder CoordinationProcess Improvement ProjectsSOP DocumentationProcess ExcellenceInternal AuditsQuality ControlQuality ManagementQuality Auditing

About

I am part of the Process Excellence function, working on improving operational efficiency through structured processes, SOPs, and cross-functional collaboration. I transitioned into this role after hands-on experience as a Senior Quality Analyst, where I worked closely with calls and email audits, quality standards, and process adherence. This background helps me approach process improvement with a strong understanding of on-ground realities. Currently, my focus areas include process documentation, standardization, identifying gaps, and supporting teams with scalable and efficient workflows. I enjoy working at the intersection of operations, quality, and continuous improvement. Certified Six Sigma Green Belt, with a structured approach to process improvement, root cause analysis, and operational efficiency.

Experience

Acko

2 roles

Senior Quality Analyst - Process Excellence

Promoted

Dec 2025 – Present · 4 mos

Part of the Process Excellence team, driving process improvement initiatives across operations
Developing, reviewing, and maintaining SOPs and process documentation
Identifying process gaps and standardization opportunities across workflows
Coordinating with cross-functional stakeholders to drive operational efficiency

Stakeholder CoordinationQuality AssuranceProcess Improvement ProjectsSOP DocumentationProcess ExcellenceInternal Audits+4

Senior Quality Analyst

May 2023 – Nov 2025 · 2 yrs 6 mos

Conducted detailed evaluations of inbound, outbound calls, and email interactions to ensure adherence to quality standards, compliance, and customer service protocols
Provided structured feedback and coaching to customer service representatives based on evaluation insights
Led internal and external calibration sessions (vendor calibrations) as a facilitator and master calibrator, ensuring scoring consistency, best practices, and timely circulation of calibration reports
Handled customer escalations across Social Media, Grievance, Claims, and Escalation teams, ensuring timely and effective resolution
Developed and maintained quality performance reports, analyzing trends and identifying improvement areas
Collaborated with cross-functional teams to recommend and implement process enhancements driving quality outcomes
Analyzed customer feedback to identify service gaps, pain points, and opportunities for service improvement
Partnered with training teams to develop materials addressing identified performance gaps
Worked closely with stakeholders across operations and product teams to align quality objectives with business goals

Stakeholder CoordinationSOP DocumentationQuality AssuranceProcess Improvement

Kochartech

Quality Analyst

Mar 2022 – Apr 2023 · 1 yr 1 mo · Gurugram, Haryana, India · On-site

Completed assigned audits in line with the approved audit plan across calls, emails, and chats
Ensured SOPs were current and effectively followed through in-process reviews and direct observation
Analyzed audit results to identify root causes and trends impacting quality and operational efficiency
Conducted coaching and feedback sessions to improve service quality, product knowledge, and productivity
Led monthly calibration sessions with Team Leaders to maintain scoring consistency and best practices
Monitored inbound and outbound interactions to ensure compliance with service standards and internal procedures

Stakeholder CoordinationQuality AuditingQuality AssuranceProcess Improvement

Startek

2 roles

Quality Auditor

Promoted

Nov 2020 – Mar 2022 · 1 yr 4 mos · Lucknow, Uttar Pradesh, India · On-site

Conducted quality audits for chat interactions in line with defined standards
Managed and tracked key KRAs including feedback coverage, briefing sessions, and quality targets
Ensured adherence to CSAT benchmarks and handled PAN India Social Escalations
Maintained daily reporting, target tracking, and compliance-related activities

Stakeholder CoordinationQuality AuditingQuality Assurance

Customer Delight Associate

May 2019 – Oct 2020 · 1 yr 5 mos · Lucknow, Uttar Pradesh, India · On-site

Managed and resolved customer queries via chat and email for the Zomato process
Ensured timely and accurate issue resolution while adhering to defined service standards
Maintained a customer-focused approach to deliver consistent service quality