Sahil Prakash
Detail-oriented quality analyst with experience in quality assurance, process monitoring, and performance evaluation. Skilled in reviewing interactions, identifying process gaps, maintaining quality standards, and providing constructive feedback to improve overall customer experience. Strong analytical and communication skills with a keen eye for detail and a commitment to accuracy, compliance, and continuous improvement. Able to work effectively in fast-paced environments while maintaining high standards of quality and consistency.
Jamshedpur, Jharkhand 831005
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Year experience
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Languages
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Skills
Work Experience
Quality Analyst
Ditto Insurance
Mar 2026 — PresentCurrentRemote, Bangalore
- Conducted comprehensive quality audits, evaluating customer calls against established quality parameters and scorecards
- Uncovered process gaps, compliance issues, and performance trends through meticulous call monitoring
- Delivered actionable feedback to advisors on communication, probing, product knowledge, objection handling, and enhancing customer experience
- Partnered with Training and Operations teams to resolve recurring quality gaps and elevate advisor performance
- Compiled quality reports and maintained meticulous audit records to monitor performance and ensure process adherence
- Drove continuous process improvement by analyzing customer interactions and pinpointing recurring issues
Customer Service Representative
Teleperformance
Jul 2025 — Oct 2025Kolkata
- Provided end-to-end customer support to an international customer base, resolving queries and service-related issues efficiently.
- Managed customer interactions while maintaining high standards of CSAT, quality, AHT, and process compliance.
- Investigated customer concerns, performed effective troubleshooting, and provided accurate and timely resolutions.
- Handled escalations with professionalism and collaborated with internal teams to ensure effective issue resolution.
- Maintained accurate customer records and followed SOPs, quality guidelines, and data-handling procedures throughout the customer journey.
Skills
Process ImprovementQuality Assurance & Quality ControlCall/Interaction MonitoringProblem SolvingCritical ThinkingMS Excel / Google SheetsCustomer Experience (CX) EvaluationProcess ComplianceError & Gap IdentificationRoot Cause Analysis
Education
Bachelor of Commerce, Marketing Management And Research
University of Calcutta
10+2, Commerce
Loyola School
10
Loyola School
Languages
English
Fluent
Hindi
Native