Nilesh Panchal
Senior Quality Analyst
About
Experienced Quality Professional with 6+ years of experience across Quality Assurance and Control, Customer Support, E-commerce, Ed-Tech Sales, FinTech/Financial Services and Fraud Prevention.
Experience
Senior Quality Analyst
Taurus BPO Pvt Ltd
June 2024 – Present · Indore, Madhya Pradesh
Measured the accuracy, compliance and effectiveness of Quality SOPs across Collection, Insurance and Onboarding processes; managed a team of 7+ Quality Advisors; monitored and audited customer and sales interactions across calls, chats and emails; supported new hires through quality guidance and refresher sessions; prepared daily, weekly and monthly quality performance reports; coordinated with Operations, Training and Client Servicing teams; presented quality findings in client review calls; escalated critical quality and non-compliance issues; performed spot-checks and secondary audits; conducted calibration sessions; applied quality monitoring, RCA, coaching and KPI management to address process gaps.
Quality Analyst
Enewcleus PVT. LTD.
Sep 2023 – Apr 2024 · Indore, Madhya Pradesh
Performed quality assurance and control activities, process improvement and team/client coordination; streamlined operational frameworks and ensured tasks met SLAs, TATs and quality benchmarks; carried out quality control activities and provided feedback; prepared daily, weekly and monthly quality insights; analyzed error trends and performed RCA; conducted calibration communication and refresher training; supported compliance through analytical strategies.
Quality Analyst
Airvincible
Oct 2022 – Sep 2023 · Indore, Madhya Pradesh
Conducted process audits according to QMS guidelines and SOPs; supported Quality Assurance and Control, process improvement and operational quality activities; provided feedback and ensured quality standards were consistently met; coordinated with leaders and staff while applying communication and attention to detail.
Fraud Prevention Analyst
Teleperformance
Jul 2020 – Aug 2022 · Indore, Madhya Pradesh
Audited conversations across chats and calls to identify fraud and potential fraud; ensured GECSP and GDPR requirements were followed; conducted fraud-prevention sessions for new joiners; collated audit data and prepared operational dashboards; took action on fraud committed by operations staff based on CQM.
Customer Service Representative
Teleperformance
Jun 2018 – Apr 2020 · Indore, Madhya Pradesh
Resolved customer complaints and provided product information; handled product- and service-related issues; prepared product and service reports by collecting and analyzing customer information; supported customer satisfaction, repeat business and company reputation through consistent problem resolution.
Quality Analyst
Enewcleus - Sell easy Sell more
1 yr · Indore, Madhya Pradesh, India
Conducted quality audits of customer interactions across Voice and Non-Voice channels. Evaluated advisor performance against defined quality parameters, compliance guidelines, and customer service standards. Performed Root Cause Analysis (RCA) on quality defects and shared improvement recommendations. Delivered timely feedback and coaching sessions to improve quality scores and customer experience. Monitored critical KPIs including Quality Score, Compliance, Error Rate, and Productivity. Prepared quality dashboards, audit reports, and weekly trend analysis for Operations leadership. Conducted calibration sessions to ensure consistency in quality evaluations. Supported Training teams by identifying knowledge gaps and recommending refresher sessions. Worked closely with Operations Managers to improve overall process performance. Ensured adherence to organizational policies, SOPs, and quality benchmarks.
Quality Assurance Analyst
airvincible
1 yr · Indore, Madhya Pradesh, India
Conducted quality evaluations in accordance with QMS guidelines. Audited customer interactions to ensure compliance with client processes and internal quality standards. Performed trend analysis to identify recurring defects affecting operational performance. Conducted weekly RCA for major quality defects and developed corrective action plans. Facilitated calibration meetings with internal stakeholders to improve scoring consistency. Delivered coaching sessions and refresher training to improve agent performance. Prepared daily, weekly, and monthly quality reports for leadership. Ensured continuous monitoring of audit accuracy and quality compliance. Supported quality improvement initiatives by collaborating with Operations and Training teams. Maintained documentation related to audits, coaching, calibrations, and compliance activities
Fraud Prevention Analytics
Teleperformance
2 yrs 2 mos · Indore, Madhya Pradesh, India
Conducted fraud detection audits across customer interactions to identify suspicious activities and policy violations. Investigated potential fraud cases using quality monitoring techniques and internal compliance procedures. Monitored Voice and Chat interactions to ensure adherence to company security policies. Ensured compliance with GDPR, GECSP, and internal fraud prevention guidelines. Performed risk assessments and escalated high-risk cases to senior management. Delivered fraud awareness and compliance training sessions for new employees. Prepared dashboards and analytical reports highlighting fraud trends and quality findings. Collaborated with Operations and Compliance teams to minimize business risks. Recommended preventive measures to reduce fraud exposure and improve operational controls. Maintained complete confidentiality while handling sensitive customer and business information.
Education
APJ Abdul Kalam Technological University
Graduated, Business/Commerce, General
2018 - 2020