Sumit Gupta

Operations Associate

Delhi, India3 yrs 8 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Improved call quality scores significantly.
Designed QA frameworks enhancing customer experience.
Coached agents to boost performance metrics.

Stackforce AI infers this person is a Quality Assurance Analyst in the BPO industry, focusing on customer experience and compliance.

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Skills

Core Skills

Quality AssuranceQuality Management

Other Skills

7 QC ToolsKnowledge Process Outsourcing (KPO)Spoken EnglishLife InsuranceExperienced Sales ProfessionalTime ManagementSix SigmaData analysis with excelQuality MetricsCustomer InteractionQuality ControlOperational AuditsStandard Operating Procedure (SOP)CalibrationConstructive Feedback

About

As a Quality Assurance Analyst in the BPO industry, I specialize in driving customer satisfaction and compliance through detailed call monitoring, performance audits, and process improvement. With 2 years of experience as quality analyst, I have successfully: - Improved call quality scores and compliance adherence across multiple teams - Designed and implemented QA frameworks that reduced errors and enhanced customer experience - Partnered with operations and training teams to coach agents and boost performance metrics - Leveraged tools such as Excel, Power BI, and CRM systems for reporting and insights I am passionate about ensuring excellence in customer interactions and helping organizations deliver consistent, high-quality service. Currently, I am seeking opportunities where I can apply my expertise in quality assurance, compliance, and process optimization to contribute to organizational growth and customer success.