Curriculum Vitae
Shubham Mishra
U-61/22, DLF Phase-3, Gurgaon (HR) - 122002
📞 9650407447 | Shubham.mishra2697@[Link]
Professional Summary
Results-driven and analytical Quality Analyst with over 7 years of comprehensive experience in
quality assurance, sales process auditing, and customer interaction analysis. Proficient in
enhancing service delivery through performance monitoring, root cause analysis, and targeted
feedback initiatives. Adept at aligning operational practices with compliance standards such as
KYC, AML, and industry-specific protocols. Skilled in delivering training, supporting cross-
functional collaboration, and leveraging data-driven insights to drive continuous improvement.
Proven ability to optimize quality metrics, foster team development, and contribute
meaningfully to customer satisfaction goals in dynamic, high-performance environments.
Professional Experience
Quality Analyst
ROI Net Solution Pvt. Ltd., Gurugram 📅 October 2023 – Present
Audit voice calls, emails, chats, and transactions to ensure compliance with quality
standards, regulatory requirements, and internal protocols.
Prepare and share daily dashboard and ACPT Analysis Reports/Data for understanding
the current business overview and finding the workable opportunity in terms of CSAT &
CQ.
Preparing process was impact analysis and identify the opportunities around it and
share the action plan with the respective stakeholder for process improvement.
Ensuring adherence of the client specified KPIs & Reporting.
Preparing & Publishing TNI on a monthly basis.
Plan activities and drive the changes in quality process for overall process improvement.
Provide targeted feedback and one-on-one coaching to customer service agents to
enhance performance and customer satisfaction.
Lead onboarding and process training for new hires to ensure smooth integration into
operational workflows.
Support leadership in managing team KPIs, task allocation, and performance tracking.
Develop and maintain detailed quality dashboards and reports for leadership review and
strategic decision-making.
Conduct root cause analysis (RCA) on customer complaints and escalations to identify
corrective actions and drive service improvements.
Lead quality initiatives including RCA reviews, dip checks, mock call certifications, and
focused training sessions to elevate service standards.
Ensure strict adherence to KYC, AML, and internal data policies across all customer
interactions.
Collaborate with cross-functional teams to identify gaps and implement process
enhancements for operational efficiency.
Quality Analyst
GC Web Ventures Pvt. Ltd. (IndiaLends), Gurugram 📅 December 2019 – July 2023
Audited outbound/inbound sales calls to evaluate quality and compliance with process
benchmarks.
Delivered coaching and development sessions to boost sales techniques and customer
engagement.
Generated daily and weekly quality performance reports to highlight areas of
improvement.
Conducted calibration sessions to standardize evaluation practices across teams.
Performed RCA on customer escalations and shared feedback with process owners.
Working on customer escalation and closing it timely
Publishing Daily/weekly/monthly/Quarterly trends of quality and performance.
To get the certification of new agents after training and give updates or refresher
regarding product and process.
Prepare CTQs (Critical to Quality) parameters and calculate the defect percentage.
Organized training interventions to close process and knowledge gaps.
Associate Sales Consultant
[Link], Gurugram 📅 October 2018 – May 2019
Engaged prospects through consultative sales methods and recommended insurance
products based on client profiles.
Consistently exceeded sales targets and conversion KPIs.
Maintained in-depth product knowledge to address customer queries efficiently.
Tele Collection Executive
Home Credit India Finance Pvt. Ltd., Gurugram 📅 December 2017 – October 2018
Executed debt collection strategies through effective communication.
Ensured collections adhered to legal and company compliance guidelines.
Resolved customer payment disputes while maintaining positive relationships.
Education
🎓 Master of Business Administration (MBA)
Specialization: Marketing & Project Management
Swami Vivekanand Subharti University — Pursuing
🎓 Bachelor of Arts (B.A)
Indira Gandhi National Open University (IGNOU)
🎓 Senior Secondary (Class XII)
Board of School Education Haryana
🎓 Secondary (Class X)
Central Board of Secondary Education (CBSE)
Technical Skills
Pivot Table, V-lookup, H-lookup, X-lookup, Reports, Micros + VBA, preparing interactive
dashboards using advance Excel and Power BI for visualization.
CRM Tools & Ticketing Systems like (Salesforce, Freshdesk, Zoho CRM)
Seller Support, Customer Support and Email / Social Media Disputes.
MS Office Suite: Word, Excel, PowerPoint, Outlook
Email and Internet Communication
Basic Data Analytics & Reporting (Excel-based)
Key Competencies
Quality Assurance & Process Auditing
Root Cause Analysis (RCA)
Coaching & Performance Feedback
KPI Monitoring & Dashboards
Customer Satisfaction (CSAT, FCR)
Training & Onboarding
Strengths
Strong analytical and problem-solving abilities
Quick adaptability to evolving roles and technologies
Meticulous attention to detail and compliance
Excellent time management and multitasking skills
Proactive mindset with a continuous improvement approach
Declaration
I hereby declare that the information provided is true and correct to the best of my knowledge
and belief. I understand that any misrepresentation may lead to the rejection of my application.
Date: -
Place: - Signature
Shubham Mishra
