Shiv Tiwari

Shiv Tiwari

Quality Analyst


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About Me

Quality Analyst & Frontend Developer Fusion

I am Quality Analyst @ TaskUs India

Experienced Quality Analyst with over 3 years of expertise in international BPO processes, skilled in monitoring, evaluating, and enhancing customer support quality to meet organizational KPIs. Proficient in data analytics tools such as SQL, Python, Tableau, Google Data Studio, MS Excel, and spreadsheets, with a strong focus on leveraging Google APIs for automation and integration.

Google Data Analytics certified, with a proven track record of analyzing large datasets, identifying trends, and implementing data-driven strategies to optimize workflows and drive business growth. Adept at designing quality frameworks, mentoring teams, and delivering actionable insights to improve performance and efficiency. With additional expertise in business development, I excel at aligning quality initiatives with operational goals to achieve measurable improvements and sustained success.

Interest & Hobbies

Photography

Chess

Creativity

Cricket

Advetising

Acting

Additional info

Over 6,000+ hours dedicated to quality assurance across 15+ projects, ensuring compliance with international BPO standards and optimizing workflows.

Extensive Experience

Delivered comprehensive quality reports and evaluations, driving performance improvements and operational efficiency.

Actionable Insights

Analyzed extensive datasets across projects to identify trends, support decision-making, and enhance business outcomes.

Data-Driven Decisions

Work highlights

BPO Processes Handled

Chat, Email, VM, Backend and Blended

Completed Projects

+15 projects delivered succesfully with proven results

Professional Experience

+5 Years in BDA(Sales), CS Executive and QA

Verticals & LOBs Engaged With

Customer Support, Fintech & Content Moderation

Resume

+5 Years of Experience

Education

2018

Bachelors in Engineering

Acropolis Institute of Technology and Research, Indore

Graduated in Electronics and Communication Engineering

2014

Senior Secondary School (12th)

CBSE Board

Passed 12th with PCM stream

2012

Higher Secondary School (10th)

CBSE Board

Professional Skills

Process Improvement

Expertise in identifying inefficiencies and driving continuous quality improvements.

Team Leadership

Strong ability to mentor, collaborate, and train teams to meet quality standards.

Client Communication

Effective in managing client interactions and providing solutions to enhance satisfaction.

Technical Skills

7 QC Tools

Data Analysis Tools

Root Cause Analysis (RCA)

Six Sigma understanding

Email Management

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Experience

May 2024 - Current

Quality Analyst

Taskus India
  • Led audits for 7 Lines of Business (LOBs), covering content moderation, appeal queries, fraud & risk, and dispute cases handled by agents.
  • Spearheaded development of new quality parameters, performance metrics, and training materials as part of the Pilot QA role.
  • Defined case handling procedures and hygiene checks, ensuring compliance with quality standards through regular calibration meetings with clients.
  • Proactively identified and implemented process improvements, including a Case Gap Analysis, resulting in enhanced agent performance and improved quality scores.
Aug 2021 - May 2023

Quality Analyst

Ienergizer Pvt Ltd, Noida
  • Participated in internal calibrations with Quality and Operations teams, ensuring consistent scoring.
  • Actively used quality management systems to compile, track, and trend agent performance.
  • Identified and provided feedback on agent shortcomings in soft skills and process knowledge.
  • Audited emails based on set parameters and Critical to Quality (CTQs).
  • Trained new batches on quality parameters and product knowledge, and reviewed agent performance.
  • Provided feedback to Operations on any process deviations.
  • Conducted Root Cause Analysis (RCA) to reduce errors in processes.
  • Prepared weekly and monthly dashboards and reports to track performance and improvements.
Jan 2020 - Aug 2021

Customer Support Executive

Ienergizer Pvt Ltd, Noida
  • Responded to customer enquiries regarding information, product functionality, and resolved queries on the first interaction via email.
  • Recognized and escalated recurring problems, inferior processes, or outdated procedures to ensure continuous improvement.
  • Logged and classified all emails and requests for assistance to maintain proper records and track issues.
Mar 2019 - Dec 2019

Business Development Associate

Think & Learn Pvt Ltd
  • Cold calling and maintaining lead funnel using dedicated tools to drive sales opportunities.
  • Set up meetings for product home demonstrations to engage potential customers.
  • Conducted weekly meetings and generated revenue through on-the-spot B2C sales.
  • Took follow-ups and successfully closed projects to achieve sales targets.

Project Highlights

My Best Works

Contact

Get in Touch

Get in Touch

If you have any questions, opportunities, or just want to connect, feel free to fill out the form below.

Mahalaxmi nagar, Indore, MP India
tiwarshiv6@gmail.com
+91 78287 11430

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