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Kunal Gautam Gautam, Quality Analyst

Kunal Gautam Gautam

Quality Analyst·Fare Portal

India

Bachelor's degree, Arts

Work experience

Total years of experience: 3 years, 10 months

Quality Analyst

October 2023 - Present

Fare Portal

New Delhi, India

October 2023 - Present

Created and revised procedures, checklists and job aids to reduce errors. Developed and maintained defect databases for known issues. Strengthened internal communication channels through regular meetings with stakeholders across departments, facilitating seamless information exchange related to quality assurance efforts. Publish regular reports about the departments monthly performance circling around quality parameters, Analyses data and identify issues/best practices, Ensure adherence to all process guidelines and compliance matrices. Mentoring and monitoring the agents on daily basis, deep scrutinization and making sure that quality parameters are met, sharing regular feedbacks with the agents and their supervisor to enhance the overall customer experience and trailing towards organizational target for NPS, CSAT, DSAT are met, .

Company industry:
Hospitality & Accomodation

Sr Customer Support Excecutive

October 2023 - November 2024

Fare Portal

Delhi, India

October 2023 - November 2024

Provided exceptional support to high-value clients, ensuring retention and fostering long-term relationships. Proficient in global distribution systems like Amadeus and Sabre, catering to client needs
Quality Improvement Relationship Building Consultative Sales Client Relations Customer Service Customer Relations Service Upselling Microsoft Excel Call Metrics Product and service solutions Customer service orientation

Company industry:
Hospitality & Accomodation

Customer Support Executive

December 2020 - January 2022

Entirety Ventures Pvt Ltd

New Delhi, India

December 2020 - January 2022

Proficient in handling customer queries through inbound calls in an Australian energy process, dealing with various energy companies. Responsible for customer success, providing information on new connections, reissuing plans, and canceling services.. Pays attention to key responsibility areas like average handling time, customer satisfaction feedback form, and first call resolution. Manages diverse customer accounts, consistently exceeding performance targets and maintaining high customer retention.

Company industry:
Call Centers & Customer Care Outsourcing

Education

University Of Delhi

June 2019

June 2019

Bachelor's degree, Arts

India

Skills

Customer Relationship Management
Expert
Customer Relationship Management
Expert
Quality Center
Expert
Quality Center
Expert
Customer Satisfaction
Expert
Customer Satisfaction
Expert
Customer Care
Expert
Customer Care
Expert
Quality Assurance
Expert
Quality Assurance
Expert
quality assurnace, customer relation
Expert
quality assurnace, customer relation
Expert

Languages

English

Expert

Hobbies and interests

Running, Traveling

I've served National Cadet Core, which comes under the Ministry of Defence. Recently awarded as Employee of the month in the current job