Alka Sharma
Summary
Detail-oriented and results-driven Quality Assurance Analyst with 6.5 years of experience in ensuring compliance, maintaining high-quality standards, and optimizing processes. Seeking to leverage expertise in HR-focused Business Management, Six Sigma methodologies, and ISO 9001:2015 auditing to contribute effectively in a challenging and dynamic environment.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Quality Assurance Analyst
Altisource Business Solutions Pvt Ltd
Bangalore
2011.04 - 2017.08
- Perform reviews for Valuation Operations, Vendor Management Operations, Real Estate Owned Operations and Online marketplace
- Identify process gaps/opportunities, devise a plan to remediate the issues, report findings to the Business Units, make recommendations to help reduce process variation and eliminate errors
- Track action plans and timelines specified by the business unit for implementation of action plans to re-mediate errors
- Monitor progress for each of the recommended process audits and develop reports to highlight trends and/or opportunities for improvement
- Conduct calibration sessions between Operations Analysts and Quality Analysts
- Prepare Standard Operating Procedures for various Business operations
- Assign daily workflow to the QA team and ensure its timely completion
- Prepare performance summary reports for the business units, conduct meetings with the Business Unit leaders and executive management to relay/highlight areas of improvement
- Effectively communicate with all levels of staff and management within the organization
- Escalate unresolved issues to Senior Management and work with management to resolve such issues
- Work with Quality Assurance Management and develop project plans to address opportunities identified through process audits
- Assist in implementing changes or modifications to the Quality Assurance department's evaluation process
- Provide management with timely reports documenting observations from audits.
Technical Support Associate
First Source Solutions Ltd
Bangalore
2009.09 - 2010.05
- Managing a team of representatives offering customer support
- Taking Customer calls & resolving query
- Handling escalation calls
- Supporting and Training OJT teams on the process and new hires associates
- Creating policies and procedures
- Planning the training and standardization of service delivery
- Monitoring the work of individual representatives and of the team
- Conducting quality assurance surveys with customers and providing feedback to the staff
- Possessing excellent product knowledge to enhance customer support.
Education
BBA - Human Resources Management
PES College of Management, Bangalore University
BangaloreSkills
- Quality Assurance & Compliance
- Process Improvement & Six Sigma Methodologies
- ISO 9001:2015 Standards & Auditing
- Training
- Cross-functional Collaboration
- Analytical Thinking & Problem-Solving
- Communication & Leadership
- Attention to Detail & Accuracy
Certification
- ISO 9001:2015 Certified Lead Auditor : BSI Training Academy
- Six Sigma Black Belt : Cross Border Executives Management Group
- Ongoing : AZ 104 cloud computing : Cloud Academy
- Chat GPT and AI tools : Self Study and Research
Accomplishments
- Star performer of the month in handling the escalation and query
- Super star performer for the month of February - May 2013 and August 2014
- Multiple weekly awards for best quality, productivity and extra initiatives.
- Best performer in handling CEM (Customer Escalation Management)
Personal Information
Date of Birth: 02/26/87
Languages
English
First Language
Hindi
Intermediate (B1)
B1
Timeline
Quality Assurance Analyst
Altisource Business Solutions Pvt Ltd
2011.04 - 2017.08
Technical Support Associate
First Source Solutions Ltd
2009.09 - 2010.05
BBA - Human Resources Management
PES College of Management, Bangalore University
- ISO 9001:2015 Certified Lead Auditor : BSI Training Academy
- Six Sigma Black Belt : Cross Border Executives Management Group
- Ongoing : AZ 104 cloud computing : Cloud Academy
- Chat GPT and AI tools : Self Study and Research
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