Professional Summary
Quality Analyst and Acting Team Leader with 3+ years of experience across Tech Mahindra, Indian Oil Corporation, and Wyzmindz. Expert in escalation management, quality audits, and customer experience operations. Led CEO-level escalations, improved repeat contact rates by 18%, and enhanced audit hygiene by 22%. Skilled in JIRA, TransMon, TestRail, SAP GUI, Avaya CMS, and building AI-powered quality tools.
Key Achievements
18%
Reduction in Repeat Contacts
22%
Improvement in Audit Hygiene
3+ Years
Quality & CX Leadership
Professional Experience

Quality Analyst / Acting Team Lead

Wyzmindz
Jan 2025 - Present
  • Leading quality assurance initiatives and team leadership responsibilities
  • Managing escalations and quality audits for improved customer satisfaction
  • Driving process improvements and operational excellence

Apprentice – Marketing Division

Indian Oil Corporation
Feb 2024 - Jan 2025
  • Audited marketing communications and ensured SOP adherence
  • Supported CRM verification and documentation processes
  • Maintained quality standards in marketing operations

Subject Matter Expert

Tech Mahindra
Feb 2023 - Feb 2024
  • Improved CSAT by 17% through targeted quality improvements
  • Trained 50+ agents and improved audit hygiene by 22%
  • Led quality initiatives and process optimization projects

Customer Service Associate

Tech Mahindra
Aug 2022 - Jan 2023
  • Maintained 98% SOP adherence across all customer interactions
  • Received BRAVO Award for exceptional performance
  • Delivered outstanding customer service and support

Game Tester (Freelance)

Lionbridge Games
Sep 2021 - Present
  • Conducted quality assurance testing for gaming applications
  • Identified and documented bugs and usability issues
Skills & Tools
JIRA
TransMon
TestRail
SAP GUI
Avaya CMS
Google Sheets
n8n Automation
SQL
Certifications

Six Sigma Black Belt

Process Excellence & Quality Management

Train the Trainer

Professional Training & Development

GenAI for Fraud Detection

AI & Machine Learning Application

Compliance Management

Regulatory & Quality Compliance

Notable Project

SolveXtra - AI-Powered Audit & Quality Management Tool

Personal Innovation Project
Conceptualized and built an AI-powered audit tool using no-code platforms to automate QA insights, reduce manual errors, and deliver predictive analytics—demonstrating innovation in Quality Tech.
Awards & Recognition
  • Spotlight on Excellence (2025) - Wyzmindz: Recognized for outstanding contribution to quality and operations
  • BRAVO Award (2023) - Tech Mahindra: Awarded for exceptional performance and SOP adherence