Aarya Goleria
Assistant Manager Quality & Training - Utilities & Retail Customer Service
Mumbai
Summary
Dynamic workforce planner with a strong track record in Quality and Training Management, driving improvement and boosting customer satisfaction.
Skilled in developing targeted training programs, fostering employee growth and adaptability.
Results-driven Training Leader adept at organizing customer service teams and training individuals at all skill levels. Seeking opportunities in retail or utilities.
Committed to cultivating a culture of respect, accountability, and collaboration. Exceptional in delivering multimodal training across various functional areas.
Overview
14
14
years of professional experience
Work History
Assistant Quality & Training Manager
Capita India
04.2023 - Current
- Championed continuous improvement in Quality Control, driving creativity and collaboration.
- Collaborated with cross-functional teams to design impactful training programs, boosting performance.
- Optimized operations to exceed performance, quality, and service standards, keeping management informed.
- Elevated client satisfaction by rapidly resolving issues and enhancing service delivery.
- Cultivated a dynamic workplace culture through strong relationships, promoting inclusivity.
- Engaged employees in initiatives, fostering teamwork and cooperation.
- Identified skill gaps and delivered targeted training, driving productivity gains.
Team Manager - Operations
Capita India
05.2022 - 04.2023
- Created performance measurement techniques to identify improvement areas.
- Led team discussions to establish clear targets and outcomes.
- Fostered a positive work environment, swiftly resolving concerns.
- Conducted regular meetings to ensure goal alignment.
- Mentored and evaluated team members, enhancing production standards and motivation.
- Implemented performance assessments and development plans, increasing employee satisfaction.
- Monitored operations for compliance with industry standards and policies.
Process Leader - Quality & Training
Capita India
10.2019 - 04.2022
- Documented processes for seamless replication across teams.
- Reduced waste and improved quality by monitoring production and pinpointing enhancements.
- Collaborated with cross-functional teams to identify process improvements and cost savings.
- Implemented best practices, driving substantial operational efficiency.
- Optimized resource allocation to ensure timely, budget-friendly project completion.
- Developed continuous improvement methodologies, achieving faster cycle times and higher throughput.
Senior Quality Assurance Specialist
Cox And Kings
02.2018 - 08.2019
- Elevated product quality through stringent testing and targeted improvements.
- Conducted audits to ensure compliance with industry standards, achieving high adherence.
- Streamlined QA processes, increasing efficiency and reducing release cycles.
- Minimized defect rates via root cause analysis and effective corrective actions.
- Analyzed performance data to uncover trends, driving continuous QA optimization.
- Fostered strong partnerships with development teams for early detection and resolution of quality issues.
Quality Assurance Specialist
Ocwen Financial Solutions Private Limited
02.2014 - 09.2017
- Facilitated training workshops on quality control, driving a culture of continuous improvement.
- Mentored junior QA specialists, fostering lifelong learning and growth.
- Collaborated with departments to create corrective action plans and swiftly resolve non-conformance issues.
- Stopped production to address and correct non-conformance issues.
- Analyzed quality and performance data to guide operational decisions.
- Identified patterns in product testing data to uncover design and manufacturing improvements.
Portfolio Risk Review Analyst
JP Morgan Chase & Company
01.2012 - 01.2014
- Minimized financial reporting inaccuracies through meticulous detail and rigorous verification.
- Conducted in-depth analysis of complex data sets to enhance decision-making.
- Maintained confidentiality while handling sensitive financial information during evaluations.
- Supported senior management with ad hoc requests for comprehensive analysis and insights.
- Streamlined review processes to enhance efficiency and productivity.
- Advanced skills in statistical analysis software, boosting expertise across multiple platforms.
Customer Service Representative
Hutchinson 3 Global Services Pvt. Ltd.
07.2010 - 01.2012
- Resolved customer queries with professionalism and courtesy.
- Addressed issues with empathy, driving loyalty and repeat business.
- Actively listened to clients, promptly handling complaints and escalating critical issues.
- Navigated high-pressure situations while maintaining professionalism.
- Identified root causes of consumer concerns to resolve complaints effectively.
- Enhanced customer satisfaction through swift responses and accurate information.
- Managed a high volume of calls with minimal wait times.
Education
Bachelor in Commerce - Commerce
Mumbai University
Mumbai 04.2001 -
Skills
Accomplishments
Six Sigma Yellow Belt Certified - April 2022.
Project: Speed to Competency for New Hires
Timeline
Assistant Quality & Training Manager
Capita India
04.2023 - Current
Team Manager - Operations
Capita India
05.2022 - 04.2023
Process Leader - Quality & Training
Capita India
10.2019 - 04.2022
Senior Quality Assurance Specialist
Cox And Kings
02.2018 - 08.2019
Quality Assurance Specialist
Ocwen Financial Solutions Private Limited
02.2014 - 09.2017
Portfolio Risk Review Analyst
JP Morgan Chase & Company
01.2012 - 01.2014
Customer Service Representative
Hutchinson 3 Global Services Pvt. Ltd.
07.2010 - 01.2012
Bachelor in Commerce - Commerce
Mumbai University
04.2001 -
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