Shreya Jain
Quality Analyst - Food Blogger - Project Manager
Noida
If you really look closely, most overnight successes took a long time.
Steve Jobs
Summary
A highly skilled Sales Quality Analyst with 5-6 years of experience in real estate, Sales, e-commerce, and telecommunications. Proficient in sales audits, DIP checks, RCA, and data mitigation, ensuring compliance and process efficiency. Expertise in MIS reporting, KPI tracking, and production floor management, driving performance improvements. Adept at leveraging Adobe tools and CRM systems to optimize sales quality, customer engagement, and risk mitigation. Proven ability to deliver data-driven insights, streamline workflows, and enhance operational efficiency. Excels in independent and collaborative environments, is committed to strategic problem-solving and business impact.
Overview
5
5
Years of professional experience
3
3
Certificate
Work History
Sr. Quality Analyst
Ocube Services
01.2025 - 05.2025
- Improved product quality by implementing rigorous testing protocols and identifying areas for improvement. Conducted quality audits and DIP checks on sales interactions, ensuring 98% compliance with real estate industry standards and optimizing customer acquisition strategies.
- Performed root cause analysis (RCA) to identify recurring issues, reducing errors by 35% and enhancing sales process efficiency.
- Implemented data mitigation strategies, ensuring 100% data accuracy and security across CRM platforms.
- Managed production floor operations, improving workflow efficiency by 30% and driving higher sales conversions.
- Developed and maintained MIS reports, providing real-time insights that boosted decision-making efficiency by 40%.
- Enhanced customer satisfaction by conducting root cause analyses and implementing corrective actions for reported issues.
- Resolved complex customer issues with thorough investigations, providing resolutions that enhanced overall satisfaction rates and brand reputation.
Sr. Quality Analyst
RNF Technologies
05.2024 - 09.2024
- Audited and classified client interactions, optimizing user acquisition and managing CRM dashboards in HubSpot to enhance customer engagement and sales efficiency.
- Led comprehensive root cause analysis (RCA), reducing issue recurrence and improving resolution times.
- Integrated risk management strategies and tools, including risk assessments and data mitigation techniques, to ensure operational excellence.
- Implemented KPI tracking systems and dashboard management through Power BI, streamlining reporting and performance analysis.
- Analyzed defect trends to identify recurring issues, proactively addressing underlying causes before they impacted end-users or production timelines.
- Enhanced customer satisfaction by conducting root cause analyses and implementing corrective actions for reported issues.
Associate Quality Analyst
Appinventiv
01.2022 - 04.2024
- Audited client interactions and supported user acquisition efforts, improving service consistency by 25%.
- Led workflow enhancements through RCA, ticket audits, and calibration sessions, resulting in a 22% boost in operational efficiency.
- Utilized data mining techniques and developed dashboards in Power BI for detailed performance tracking and reporting.
- Drove risk analysis to identify process vulnerabilities, implementing solutions to mitigate operational risks.
- Reduced production errors by implementing rigorous training programs for new employees.
Quality Analyst
Avantive Solutions
08.2020 - 01.2022
- Audited Spanish-language interactions for eCommerce and telecommunications sectors, maintaining 95% adherence to Quality Control (QC) standards.
- Led calibration sessions, utilizing risk assessment to minimize escalations by 15% and enhance First Contact Resolution (FCR) by 20%.
- Implemented feedback loops to drive improvements in call quality, client handling, and overall sales revenue.
- Managed Power BI dashboards and conducted detailed data mining for process optimization and performance tracking.
Education
Master's - Political Science
01.2022
Bachelor of Education -
01.2021
Advanced Diploma - Spanish
01.2019
Spanish Diploma -
01.2018
Bachelor of Arts -
01.2017
Skills
- Data analysis expertise
- Proficient in Excel
- ACPT
- Expertise in call calibration
- Client relationship management
- Training Needs Analysis
- CSAT and DSAT evaluation
- 7 QC Tools like Pareto, Histogram
- Bottom Quartile Management
- KPI Tracking
- Agile frameworks
- Strong communication skills
- Quality assurance strategies
- Continuous improvement mindset
- Dashboard Management
Certification
- Lean Six Sigma – Green Belt
- ISO 27001:2022 – ITSM
- ISO 31000:2018 – Risk management
Languages
Spanish
Advanced (C1)
English
Bilingual or Proficient (C2)
Software
Power BI
Tableau
Microsoft 365
HubSpot
Zoho CRM
Jira - Confluence
Zendesk
Timeline
Sr. Quality Analyst - Ocube Services
01.2025 - 05.2025
Sr. Quality Analyst - RNF Technologies
05.2024 - 09.2024
Associate Quality Analyst - Appinventiv
01.2022 - 04.2024
Quality Analyst - Avantive Solutions
08.2020 - 01.2022
Maharaja Agrasen College - Master's, Political Science
Singhania University - Bachelor of Education,
Daulat Ram College - Advanced Diploma, Spanish
St. Stephens College - Spanish Diploma,
Sri Aurobindo College - Bachelor of Arts,
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