Headline

Quality Analyst | Six Sigma Yellow Belt | BPO Process Excellence & Continuous Improvement

About

Quality Analyst with 3+ years of progressive BPO experience, including 2+ years specializing in quality assurance for international operations at iQor, Noida. I'm a certified Six Sigma Yellow Belt with hands-on expertise in DMAIC methodology, Root Cause Analysis (Fishbone & Pareto), and all 7 QC Tools. In my current QA role, I conduct 80+ structured audits monthly and have driven a 42% improvement in team compliance scores through data-led coaching and targeted process redesign. I monitor agent adherence to FDCPA and TCPA regulations daily, while tracking FCR, AHT, and SLA Adherence, translating raw performance data into actionable insights for supervisors and leadership. Before moving into QA, I was promoted to Subject Matter Expert within just 12 months as a Customer Service Agent, recognized for 96% accuracy and mentoring new joiners through onboarding. I'm actively expanding into Power BI and Lean analytics to bring stronger data visualization to quality reporting. Open to Quality Analyst, Process Improvement, and Operations roles where I can drive measurable, sustainable impact. 📩 eshanaoberoi2002@gmail.com | 📍 Ghaziabad, India | Open to Hybrid & Remote opportunities

Location

Delhi

Work experience

Quality Analyst at iQor India, May 2024 - Present · 2 yrs 2 mos, * Conduct 80+ structured quality audits monthly across international BPO teams, driving a 42% improvement in team compliance scores within 6 months. * Use Root Cause Analysis (Fishbone Diagram & Pareto Analysis) to identify recurring process gaps and deliver targeted 1-on-1 coaching sessions. * Track and report on CSAT, FCR, AHT, and SLA Adherence — providing weekly trend analyses to supervisors for data-driven performance decisions. * Apply DMAIC methodology and 7 QC Tools to drive process improvement initiatives and reduce deviations. Maintain SOPs, audit scorecards, and compliance reports for leadership review.

Customer Service Agent at iQor India, Nov 2022 - Apr 2024 · 1 yr 6 mos, * Managed 80+ international customer queries daily via chat with 96% accuracy and strong first-contact resolution focus. * Promoted to SME within 12 months, recognized for deep product knowledge and SOP adherence. * Mentored and trained newly onboarded agents, improving batch quality scores and reducing ramp-up time.

Education

Bachelor of Arts, English Language and Literature, General, School of Open Learning (DU SOL), University of Delhi

Cybersecurity and Ethical Hacking, Indian Institute of Computer Science