Quality Assurance & Operations Executive

HARSHIKA SHRIVASTAVA

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Skills

• Quality Assurance (BPO)

• Call Monitoring & Audits

• Calibration & Scorecards

• KPI & SLA Management

• CSAT / AHT / FCR Analysis

• Agent Coaching & Feedback

• MIS & Excel Reporting

• CRM Tools

• Process Improvement

• Escalation Management

• Remote Team Collaboration

Work history

Jun 2024 -

Current

Operations Executive

Athleaders, Remote

Managed sales calls and chat support, ensuring smooth customer engagement and high conversion rates.

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Conducted quality checks and audits on customer interactions to maintain compliance with company standards.

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Provided feedback and coaching to agents, improving sales effectiveness and overall service quality.

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Prepared and maintained MIS reports and performance dashboards for leadership review.

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Operations Executive

Address Indore, India 452010

Phone 975-***-****

E-mail *************@*****.***

Collaborated closely with CEO and COO to monitor and maintain quality standards, implementing improvements across operations.

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Resolved escalated customer issues with a focus on customer satisfaction and process efficiency.

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Jun 2023 -

Jun 2024

Quality Control Specialist

Servicology, Remote

Conducted quality assurance audits to ensure strict adherence to company standards, policies, and procedures.

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Delivered constructive feedback and coaching to team members, driving consistent improvement in performance and service quality.

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Collaborated cross-functionally with operations, training, and management teams to implement process and quality enhancements.

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Documented and analyzed quality issues, identified root causes, and recommended corrective actions to strengthen compliance and efficiency.

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Inspected finished goods to verify conformance with customer specifications and company quality standards.

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Feb 2022 -

Jul 2023

Quality Analyst

Teleperformance, Indore

Resolved customer problems and complaints by accurately identifying issues and providing effective solutions.

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Monitored team performance and prepared detailed reports on key operational and quality metrics.

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Collaborated with cross-functional teams, including operations and training, to refine processes and drive quality improvements.

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Developed and maintained quality reports and MIS dashboards to track KPIs and support management decision-making.

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Implemented continuous improvement initiatives in coordination with team leaders, optimizing procedures and enhancing customer satisfaction.

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Aug 2022 -

Nov 2022

INTERN

Barjatya Associates, Indore

Worked on Section 138 (Negotiable Instruments Act, 1881) cases, supporting legal drafting and case preparation.

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Conducted and drafted 20+ legal research reports on varied corporate and litigation matters.

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Maintained and managed corporate MIS records, ensuring accuracy, compliance, and timely reporting.

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Assisted in preparing arbitration claims, including drafting submissions and citing relevant case laws.

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Participated in Lok Adalats of the District Court, contributing to case resolution and settlements.

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Sep 2020 -

Jun 2022

Customer Care Executive

Teleperformance, Indore

Handled a high volume of inbound customer calls with professionalism and accuracy, ensuring customer satisfaction across 18,000+ interactions.

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Built and maintained strong customer relationships by delivering timely, effective solutions and fostering trust in the brand.

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Efficiently resolved 50+ customer tickets daily, addressing complaints and queries to enhance the overall service experience.

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Maintained detailed and accurate records of customer interactions, complaints, and resolutions to support quality assurance and continuous improvement.

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EDUCATION

May 2024 BALLB

Devi Ahilya Vishwavidyalaya - Indore

Personal Details

Nationality: Indian

ACHIEVEMENTS

Hidden Hero: Athleaders 09/08/2025 I was recognized with the “Hidden Hero” title for my contributions behind the scenes that significantly improved team performance.

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Best performer of the month: 01/10/2021 Received rewards and gifts from company for closing maximum number of tickets

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District Topper in High Secondary: 01/04/2019 District: Topper in High Secondary

(05/2019)

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LANGUAGES

Hindi

English

CERTIFICATES

Interhouse music competition certificate: Got certificate in interhouse music competition

Interhouse basketball competition certificate: Got certificate in interhouse basketball competition

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