Cooking
Harsh Mohan Walia
Logistics Operation Manager
Delhi,Delhi
Summary
I am a Professional Quality Analyst with 8+ years of experience in Domestic and International Domains. Worked in E-commerce, Telecommunication and Sales processes. Experience in handling 30 to 40 people span. Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects. Perceptive Quality Coordinator with 6+ years of experience reviewing and optimizing systems and processes. Observes and collaborates with main workforce to understand and streamline standard operating procedures. Innovative in increasing productivity and eliminating Defects.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Logistics Manager
Spare Care Solution
Delhi, Delhi
10.2020 - Current
- Conducted research to address shipping errors and packaging mistakes.
- Directed shipping and receiving of wide range of Automotive Part daily.
- Handled day-to-day shipping and receiving overseeing more than 150 packages per day.
- Worked with vendors to schedule more than 150-200 daily pickups and 400-450 weekly deliveries.
- Delivered substantial cost savings by securing discounts from third-party logistics services providers.
- Expedited resolutions of shipping errors and packaging mistakes.
- Coordinating with Dealers to resolve their Spare Part related issues.
Quality Analyst
Jindal Intellicom limited.
New Delhi, Delhi
06.2021 - 09.2021
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collected and analyzed activity data and initiated, developed and recommended improvements to systems, processes and procedures to increase productivity and reduce cost.
- Created and collaborated in implementation and maintenance of customer complaint log, control plans, work and inspection instructions, local procedures and visual aids and samples.
- Partnered with management to create, develop and implement quality initiatives.
- Provided analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision making.
- Kept inspection journals and daily summary logs as required.
- Inspected, verified and documented quantifiable characteristics of finished goods by comparing against customer specifications and company quality standards.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Quality Analyst
Expect More BPO Solution
Delhi, Delhi
02.2020 - 05.2021
- Call monitoring Sales and Non Sales
- Preparing Quality Report and Review Deck
- Client handling
- Calibration (External and Internal)
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Halted production line in case of major non-compliance of specifications, standards or quality discovered during inspection process.
Quality Analyst
Teleperformance India
Delhi, Delhi
02.2019 - 01.2020
- People Management and Team Co-ordination
- Make Goggle Sheets and Fill the Data
- Work with External and Internal Stakeholders on process improvements
- Regular Email & Call Audits to maintain the Process Quality as per given Parameters
- Bottom Quartile Management
- RCA's
- Going extra mile to help Training team in Process improvement
- Preparing MBR Deck and PPT.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Partnered with management to create, develop and implement quality initiatives.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Halted production line in case of major non-compliance of specifications, standards or quality discovered during inspection process.
Quality Analyst
iEnergizer
Noida, Uttar Pradesh
10.2017 - 09.2018
- Regular chat auditing and sharing feedback with Chat Specialist
- Maintaining US Telecom Process (Sprint) Quality as per given Parameters
- D-Sat scrubbing to check and improve the services and performance
- Preparing TNI report for Training Team
- Calibration with US Client on Weekly Basis
- Doing RCA's of Client/Customer/Social Media escalation and taking appropriate action to control the error.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Created and revised procedures, checklists and job aids to reduce error disputes by 16%.
- Used MS Excel & Power Point to create presentations, flowcharts and graphs to prepare for various meetings.
Quality Analyst
Serco
Delhi, Delhi
07.2015 - 10.2017
- Calls and Emails monitoring and sharing feedback with Associates on regular basis
- Maintained records of all Feedback and Session conducted
- Weekly and Monthly report preparation
- Doing hygiene audits on weekly basis
- Doing different analysis (Repeat calls, Short calls, C-sat calls etc.)
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Partnered with management to create, develop and implement quality initiatives.
- Performed standard inspection of first article, first pallet and random sampling inspection to customer standards.
Quality Analyst
BMA Wealth Creator
Delhi, Delhi
10.2013 - 07.2015
- Auditing Insurance's outbound calls and sharing feedbacks with TSO's to give correct rebuttal and convert the sale
- Taking part in Internal and External Calibration
- Giving soft skills training to NHT Batch
- Taking group sessions for new cascade new Process related updates
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
Asst. Team Leader
Eternal Telelinks Pvt. Ltd
Delhi, Delhi
04.2012 - 10.2013
- Handling a Team of 20 People
- Achieving the Sales target (Weekly & monthly)
- Taking team meetings to boost the performance
- Achieving the target of Sales activation of every team member
- Taking part in Internal and External Calibration
- Giving training to NHT Batch.
- Managed team workload to reach targets for specific tasks.
- Set incentives and realistic targets associates could achieve.
- Worked with customer service representatives to handle escalated customer issues.
Education
B.A English Hons - American And English Literature
Vinayaka Mission Sikkim University
Sikkim 03.2014 - 05.2017
10th - Social Sciences
Ludlow Castle No. 2
Delhi 07.2008 - 05.2009
12th - Arts & Humanities
Ludlow Castle No. 2
Delhi 07.2010 - 05.2011
Skills
Data analysis
Operational management
QA methodologies mastery
Project management expertise
Report creation
Operations monitoring
Equipment calibration
Data Analysis
MS Excel
Sales expertise
Performance improvement
Training and Development
7 Basic Quality Tools
Interests
Community service
Travelling
Team or individual sports
Timeline
Quality Analyst
Jindal Intellicom limited.
06.2021 - 09.2021
Logistics Manager
Spare Care Solution
10.2020 - Current
Quality Analyst
Expect More BPO Solution
02.2020 - 05.2021
Quality Analyst
Teleperformance India
02.2019 - 01.2020
Quality Analyst
iEnergizer
10.2017 - 09.2018
Quality Analyst
Serco
07.2015 - 10.2017
B.A English Hons - American And English Literature
Vinayaka Mission Sikkim University
03.2014 - 05.2017
Quality Analyst
BMA Wealth Creator
10.2013 - 07.2015
Asst. Team Leader
Eternal Telelinks Pvt. Ltd
04.2012 - 10.2013
12th - Arts & Humanities
Ludlow Castle No. 2
07.2010 - 05.2011
10th - Social Sciences
Ludlow Castle No. 2
07.2008 - 05.2009