Aashika Ali
Bengaluru
Summary
Dynamic leader with a bachelor's in business administration and extensive experience as an assistant manager in timeshare and ecommerce sectors. Expertise in identifying customer and stakeholder needs, delivering effective solutions, and fostering professional relationships. Proven skills in multi-tasking, multilingual communication, and process improvement, with a strong focus on safety and quality control. Committed to continuous learning and making a meaningful impact on organizational success.
Overview
12
12
years of professional experience
Work History
Assistant Quality Manager
Startek Solution
Bangalore
07.2024 - 12.2024
- Developed quality assurance protocols for seller performance evaluations, enhancing evaluation accuracy.
- Conducted regular audits to ensure compliance with operational standards and policies.
- Reviewed documentation for accuracy and completeness in seller support processes.
- Managed and prioritized workload within the quality and training functions.
- Trained new staff on quality management systems and best practices.
- Maintained records of quality metrics for continuous improvement initiatives.
- Analyzed customer/seller feedback and complaints to identify root causes, implementing corrective actions to improve service quality.
- Coordinated with cross-functional teams to resolve quality-related issues, ensuring timely solutions and maintaining operational standards.
Quality Team Lead
HGS- Flipkart Seller Support
Bangalore
11.2018 - 02.2022
- Developed and implemented a system for tracking quality assurance metrics.
- Monitored compliance with established quality metrics and standards.
- Implemented process improvements to enhance service delivery efficiency.
- Shared feedback and coached stakeholders on audits of calls and emails to improve quality standards.
- Coordinated cross-functional meetings to address quality-related issues.
- Mentored team members on best practices in quality management.
- Provided guidance, training, and mentorship to team members on best practices in quality assurance.
- Drafted presentations that summarized key findings from quality assurance activities to inform decision-making.
Quality Team Lead
Intelenet Global Solution
Bangalore
06.2015 - 08.2018
- Generated actionable insights from data analysis, significantly reducing operational gaps.
- Enhanced process functionality by identifying and addressing key process gaps.
- Coached team members and provided feedback based on audit outcomes and client escalations.
- Led training sessions for new agents on communication skills and professional conduct.
- Monitored team performance through detailed reports to ensure adherence to quality parameters.
- Addressed higher-level escalations promptly to uphold client satisfaction.
Quality Analyst Specialist
Serco
Mumbai & Chennai
02.2013 - 06.2015
- Conducted audits and inspections to confirm adherence to quality standards and regulations, enhancing compliance.
- Analyzed quality issue data, identifying trends and proposing corrective measures.
- Verified product compliance with established quality standards through regular observations.
- Developed and implemented systems for maintaining consistent quality across processes.
- Recommended strategies to enhance quality, improve efficiency, and optimize operational performance.
- Maintained detailed records of quality assurance activities, supporting transparency and accountability.
- Led training sessions on quality standards and procedures for team members and stakeholders, fostering a quality-focused culture.
Education
B.B.A/ B.M.S - Management
Chhatrapati Shahu Ji Maharaj University
Kanpur01-2013
12th - English
S S Covent
Uttar Pradesh01-2008
10th - English
S S Convent
Uttar Pradesh01-2005
Skills
- Pareto Analysis
- Root Cause Analysis
- Compliance audits
- Strong Analytical Problem-Solving Skills
- Strong Interpersonal & Communication Skil
- Quality management systems
- Continuous improvement strategies
- Customer complaint handling
- Time management proficiency
- Certified quality auditor
- SOP review
- External auditing
- Problem-solving
- Team Training
- Cross-functional collaboration
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Tamil
Native
Native
Urdu
Proficient (C2)
C2
Timeline
Assistant Quality Manager
Startek Solution
07.2024 - 12.2024
Quality Team Lead
HGS- Flipkart Seller Support
11.2018 - 02.2022
Quality Team Lead
Intelenet Global Solution
06.2015 - 08.2018
Quality Analyst Specialist
Serco
02.2013 - 06.2015
B.B.A/ B.M.S - Management
Chhatrapati Shahu Ji Maharaj University
12th - English
S S Covent
10th - English
S S Convent