Nidhin
Senior Quality Assurance Manager
Open to offersNew to PlatformAbout
Nidhin R. C. is a seasoned Customer Service Representative with over 17 years of comprehensive experience in client query management, quality analysis, and process training. With a decade-long commitment to the public utility and technical support sectors, he demonstrates a profound ability to cultivate productive relationships, swiftly resolve complex issues, and secure customer loyalty. His expertise spans seven years as a Quality Analyst and process trainer, affecting significant improvement through strategic partnership-building skills and effective training programs. Notably, as a Quality Assurance Manager at Dextra Square Pvt Ltd, he has enhanced quality assurance processes, conducted soft skill training, and actively participated in call calibration to optimize product understanding. His tenure includes roles at Miles Education Pvt Ltd and Career Labs Pvt Ltd, where he set benchmarks for quality scores and managed offshore partners, driving customer satisfaction and compliance. Nidhin's educational background includes an MBA from Manomaniam Sundaranar University and a B.Com from Kalinga University, underpinning his business communication and analytical capabilities.
Experience
Quality Assurance Manager
Dextra Square Pvt Ltd (Just Fence) · 2025 — PresentStreamlined the quality assurance process by developing comprehensive test plans and checklists. Conducted soft skill training, coaching, and mentoring sessions for associates to enhance delivery. Participated in daily call calibration and observation to standardize scoring and improve understanding of products and processes. Provided refresher training regarding product and process gaps. Enhanced product quality through rigorous testing and improved protocols, while analyzing defect trends to proactively address recurring issues.Senior Quality Analyst
Miles Education Pvt Ltd · 2023 — 2024Developed comprehensive test plans and checklists to refine the quality assurance process. Conducted coaching and mentoring sessions aimed at delivering improvements in associates' performance. Maintained a CQ score dashboard with actionable plans to enhance quality scores. Engaged in daily call calibration and observations to create a better understanding of products and processes. Led refresher training sessions to address product and process gaps. Improved product quality through rigorous testing and identifying areas for improvement, while analyzing defect trends to address issues proactively.Senior Quality Analyst
Career Labs Pvt Ltd (Quality and Training) · 2021 — 2022Managed offshore partnerships by formulating and implementing quality compliance guidelines to ensure an exceptional customer experience, while managing customer complaints to elevate satisfaction. Supervised the quality team in various process and transaction quality activities and benchmarked quality scores for both offshore and in-house accounts. Designed modifications in quality methodologies to improve overall standards for inbound and outbound projects. Created templates and guidelines for projects, ensuring deliverables met objectives established by the Transaction Quality Plan.Manager - Training and Quality
Miles Education Pvt Ltd · 2020 — 2020Monitored calls daily, providing feedback to mentors and conducting calibration sessions with respective managers. Developed effective training programs based on call auditing and conducted grooming sessions for new hires. Engaged in group discussions with management regarding product and process improvements. Offered guidance on sales strategies and call handling techniques. Facilitated online assessments and conducted live barge sessions on calls to improve mentor performance.Sr. Quality Analyst
Think And Learn Pvt Ltd (Byjus The Learning App) · 2015 — 2020Delivered coaching feedback to executives and mentors while providing training on processes and products for new hires. Conducted evaluations of customer feedback surveys and prepared management reports. Engaged in listening to calls to communicate feedback and foster adherence to compliance and service standards. Identified issues in calls not meeting established standards, implementing training and coaching initiatives as necessary.Senior Associate
Scalene Works People Solutions · 2013 — 2014Assisted candidates with onboarding issues via telephone, acting as an intermediary between candidates and HR. Handled follow-up calls to candidates who declined offers, aiming to resolve their concerns and encourage acceptance.Client Technical Associate
Dell International · 2010 — 2013Provided technical support to US customers for hardware troubleshooting related to Dell laptops and desktops. Addressed customer inquiries regarding order-related issues while also selling Dell products and warranties.Customer Service Representative
Mainstay Teleservices Pvt Ltd · 2007 — 2010Assisted customers with billing inquiries, processing payments via credit and debit cards. Managed a high volume of chat and email interactions, ensuring quick resolutions within stipulated turnaround times.Customer Service Representative
Siemens InfoTech Pvt Ltd · 2006 — 2007Handled customer queries, providing immediate solutions while maintaining call duration efficiency. Engaged in continuous learning regarding effective communication in a business context.
Skills & Expertise
Education
- MBAManomaniam Sundaranar University · — — 2013
- B.COMKalinga University · — — 2005
- SSLCMaria Niketan High School · — — 2001
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