Prabal Sharma
Quality Analyst at Etech Global || Ex Quality Analyst at TaskUs || Content Moderator || SME at Teleperformance
- Role
- Quality Analyst 1 at Etech Global Services
- Location
- Indore, MP, IN
- LinkedIn followers
- 500 followers
About Prabal Sharma
Hello LinkedIn community! I am Prabal Sharma. Diligent and organized professional…
Experience
Quality Analyst 1
Jun 2025 — Present · Gandhinagar, IN
Roles and Responsibilities of a Quality Analyst I at Etech1. Call Monitoring & EvaluationListen to and evaluate customer interactions (calls, chats, emails) to ensure adherence to quality standards.Score interactions based on communication skills, compliance, and product/process knowledge.2. Providing FeedbackShare constructive feedback with agents to help improve their performance.Highlight strengths and suggest areas for improvement in a positive, coaching-oriented manner.3. Reporting & DocumentationMaintain accurate QA evaluation records and reports.Track and document errors, trends, and improvement areas.4. Calibration SessionsParticipate in calibration sessions with internal teams and clients to align on quality standards and scoring metrics.5. Compliance ChecksEnsure all customer interactions meet regulatory, compliance, and client-specific guidelines.6. Process Improvement SupportIdentify patterns or recurring issues and suggest improvements in scripts, workflows, or training.7. Collaboration with TeamsWork closely with trainers, team leaders, and managers to address quality concerns and enhance performance.8. Maintaining ConfidentialityHandle sensitive data and evaluations with discretion and professionalism.
Education
Aditya Birla Senior Secondary School
10+2
Dr. APJ Abdul Kalam University
Bachelor's degree
2019 — 2022
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