Arun Kumar Amda

About

Customer and technical support professional with experience in service desk operations, quality auditing, incident management, SLA monitoring, and process compliance. Promoted internally to Quality Specialist / Analyst in 2025.

Experience

• Quality Specialist / Analyst
  DIEBOLD NIXDORF · HITECH CITY
  2025 – Present

  Conduct quality audits and reviews of service desk interactions, tickets, incident records, and customer engagements. Monitor adherence to SOPs, departmental processes, quality standards, SLA requirements, and client-specific guidelines. Identify quality gaps, recurring errors, process deviations, and opportunities for improvement. Prepare quality reports, audit findings, performance reports, and management-level quality insights. Analyze quality trends and recurring issues and support root-cause analysis with corrective and preventive actions. Provide constructive feedback and quality coaching to service desk team members based on audit observations. Track corrective actions and follow up with relevant teams to ensure identified quality issues are addressed and closed. Participate in quality calibration sessions to maintain consistency and accuracy in evaluation standards. Review customer interactions for communication quality, professionalism, accuracy, process adherence, and resolution effectiveness. Work with Team Leaders and Supervisors to improve operational quality, customer experience, and service performance. Support continuous improvement initiatives focused on customer satisfaction, process efficiency, and first-contact resolution. Maintain accurate quality documentation, audit records, evaluation results, and supporting evidence.

• Service Desk Specialist
  DIEBOLD NIXDORF · HITECH CITY
  May 2023 – 2025

  Handle incoming support calls, emails, and client engagements with a focus on quality service within departmental processes and guidelines. Log incident records according to departmental procedures and contractual agreements. Provide first-level expertise on products and Integrated and Managed Services offered by Diebold. Monitor client devices and ensure SLAs for processing and uptime availability are achieved. Escalate outstanding incidents and act as a primary escalation point for internal and external customers regarding client-device issues. Support weekly analysis and measurement reports on terminal availability and coordinate third-party vendors for incident resolution.

• Sr. Technical Associate
  TECH MAHINDRA · HI-TECH CITY
  Dec 2019 – Sep 2021

  Supported senior creative staff with day-to-day tasks. Documented concerns and incidents and reported them to a senior supervisor. Maintained current industry and technical knowledge to better resolve customer issues. Provided technical support to clients.

• Retail Chat Specialist
  AMAZON DEVELOPMENT CENTER
  May 2017 – Sep 2019

  Ensured a positive and hassle-free customer experience and resolved customer disputes professionally. Identified sales opportunities, supported customer retention, and maintained strong customer satisfaction. Maintained current knowledge of retail promotions.

• Digital Interactive Specialist
  24/7 CUSTOMER PVT LTD
  Jan 2015 – Apr 2017

  Maintained call-center data by collecting and recording information. Provided timely customer service for emergencies and repairs. Supported quality and timely service to enhance the call center's reputation.

Education

• CV
  B.Com (General)

  C.V. Raman University

  General

  General
• GJ
  C.E.C

  Gowtham Jr College
• SA
  SSC

  S.A.V High School

Skills

Languages

Courses & certifications

• 7 QC Tools
• Leadership Skills in Business
• Quality Management
• Quality Essentials