Rituraj Tiwari
Quality Analyst
Satna,MP
Summary
Experienced Quality Analyst with 5+ years in Sales, Outsourcing, and B2B industries. Proven expertise in Quality Assurance, Auditing, Data Analysis, and Process Optimization. Adept at training and mentoring teams, enhancing performance, and driving compliance with quality standards. Holds a Lean Six Sigma Yellow Belt Certification and an M.Com in Business Administration. Skilled in driving operational excellence and creating impactful solutions.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Quality Analyst
Amber Student
02.2023 - Current
- Amber Student is a platform that helps students find and book safe and budget-friendly off-campus housing near university in UK, US, Canada, Australia and Germany.
- Conduct quality audits for sales, customer support, and booking interactions to ensure process adherence and service excellence. Mentored team members by providing actionable feedback on communication, objection handling, and lead conversion techniques. Collaborated on developing SOPs and sales funnels for markets in Australia, the U.S., and Canada. Enhanced team performance by identifying process gaps and providing training for objection handling and effective follow-ups. Supported new sales campaigns and ensured the successful transition of new members into the system. Conducted OJT for new hires. Collaborated on Preparing AI mock calls training system and other required training materials. Audits WA chats, call and client email interactions.
Quality Analyst
XDBS
05.2022 - 02.2023
- Audited the quality of over 60 agents’ lead interactions, ensuring compliance with quality metrics. Conducted regular training sessions and one-on-one coaching to improve agent performance. Performed trend analysis and escalated recurring issues to management for resolution. Designed and implemented process improvement initiatives to increase lead conversion rates.
Quality Analyst
Teleperformance (TP)
04.2019 - 04.2022
- Launched the pilot batch for Amazon Brand Support and led process training for new agents.Monitored transaction quality and ensured client satisfaction through high-quality deliverables.Developed data-driven strategies to improve the production process and enhance profitability.Conducted internal audits and supported continuous improvement initiatives.
Customer Care Executive
Teleperformance
04.2019 - 12.2019
Education
M.Com - Commerce
Kota University
B.Com - Commerce
Mohan Lal Sukhadia University
Skills
- Quality Assurance & Auditing Process Improvement & SOP Development Data Mapping & Trend Analysis Objection Handling & Lead Conversion Team Leadership & Mentorship Customer Success & Feedback Mechanisms Communication & Problem-Solving Training and coaching
- Quality improvement
- Continuous improvement
- Correction action planning
- Data analysis
- Report creation
- Defect tracking
- SOP development
- Training material development
- Training implementation
- Lean six sigma
- QA methodologies mastery
- Customer focus
Quality processes
Audit processes
Sampling
Languages
English
Hindi
Certification
Lean Six Sigma Yellow Belt Certification
Personal Information
Hobbies and Interests
Writing, Music, Cricket and Basketball
Timeline
Quality Analyst
Amber Student
02.2023 - Current
Quality Analyst
XDBS
05.2022 - 02.2023
Customer Care Executive
Teleperformance
04.2019 - 12.2019
Quality Analyst
Teleperformance (TP)
04.2019 - 04.2022
M.Com - Commerce
Kota University
B.Com - Commerce
Mohan Lal Sukhadia University
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