Kunal Sachdev

Background

About Kunal Sachdev

As a Contact Center QA Lead at Amdocs, I am in charge of ensuring the quality and excellence of customer service delivered by the agents across various projects and platforms. I have 2 months of experience in this role, and 2+ years of experience as a QA Analyst at AM Infoweb, where I processed and verified medical and insurance claims, and handled customer queries and complaints. I apply my skills and knowledge in quality assurance, contact center operations, Six Sigma methodology, Excel, and PowerPoint to conduct call audits, calibration, root cause analysis, feedbacks, briefings, and QA sessions. I use Excel reports, pivot tables, and formulas to monitor and improve the performance and satisfaction of the agents and the clients, and PowerPoint presentations to communicate the results and recommendations. I also use Six Sigma methodology to identify and eliminate defects and errors, and to optimize the processes and workflows. I am passionate about learning new technologies and skills, and I am always eager to take on new challenges and opportunities.