Deepak Khatri
Pune ,Maharashtra
Summary
Dynamic Senior Quality Analyst with a proven track record at Evolve B.P.M, excelling in regulatory compliance and quality assurance strategies. Expert in coaching techniques and employee training, I successfully improved call quality metrics and developed corrective action plans, enhancing overall customer satisfaction and operational efficiency.
Overview
11
11
years of professional experience
Work History
Senior Quality Analyst
Evolve B.P.M
PUNE , Maharashtra
05.2022 - 02.2025
- Ensured compliance with applicable laws, regulations, and company policies.
- Assisted in developing new techniques for evaluating employee performance during phone conversations.
- Developed and implemented strategies to improve call quality, such as training programs and process improvements.
- Created reports on call center metrics such as average handle time, abandonment rate, and first-call resolution rate.
- Assessed trends in customer complaints, identified root causes, and developed corrective action plans.
Senior Quality Anaylst
XDBS
PUNE , Maharashtra
02.2020 - 05.2022
- Assisted in developing and implementing call center procedures and protocols.
- Evaluated customer interactions for compliance with company standards and regulations.
- Reviewed recordings of customer interactions for accuracy and completeness.
- Provided coaching and guidance to call center representatives as needed.
- Worked closely with IT teams on system upgrades related to quality assurance processes.
- Participated in weekly meetings with the leadership team to discuss quality assurance initiatives.
Lead Generation Specialist
XDBS
Pune , Maharashtra
05.2014 - 03.2020
- Identified new opportunities for growth within existing customer base through surveys, interviews.
- Collaborated with sales team members to develop strategies that would increase lead conversion rate.
- Performed calls and emails to prospective customers, introducing our services and products.
- Developed a strategy for targeted outreach campaigns to maximize lead generation efficiency.
- Developed new leads each day at or above quotas.
- Networked to build client base and promote products to new and existing clients.
Education
Associate of Science - Science
Poona College of Science
Pune 04-2008
Skills
- Quality assurance
- Regulatory compliance
- Call center metrics
- Employee training
- Root cause analysis
- Coaching techniques
- Team collaboration
- Effective communication
- Team leadership
- Quality assurance strategies
Timeline
Senior Quality Analyst
Evolve B.P.M
05.2022 - 02.2025
Senior Quality Anaylst
XDBS
02.2020 - 05.2022
Lead Generation Specialist
XDBS
05.2014 - 03.2020
Associate of Science - Science
Poona College of Science
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