Amandeep Kaur
Gurugram
Summary
Quality Assurance Analyst with 6+ years of experience in quality monitoring, process improvement, data analysis, calibration management, and stakeholder engagement across Google and Meta operations. Skilled in root cause analysis, quality audits, performance coaching, and KPI-driven quality enhancement initiatives. Lean Six Sigma Green Belt certified.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Quality Assurance Analyst
Wipro
Gurugram
08.2024 - Current
- Conducted 150+ monthly quality audits for vendor partners, ensuring compliance with quality standards, policies, and SLAs.
- Performed quality checks and audits to identify defects and ensure operational excellence.
- Led weekly and monthly calibration sessions with stakeholders to ensure consistent and accurate quality assessments.
- Analyzed quality trends and process data to identify improvement opportunities and drive operational efficiency.
- Conducted root cause analysis (RCA) on recurring quality issues and recommended corrective actions to enhance performance.
- Maintained quality standards for Meta products and services through continuous monitoring and compliance reviews.
- Coached 50+ agents, contributing to a 15% improvement in quality scores and policy adherence.
- Collaborated with cross-functional teams to implement process improvements and strengthen quality frameworks.
- Generated quality reports and dashboards to inform data-driven decision-making.
- Monitored key quality metrics and ensured alignment with evolving business and policy requirements.
- Utilized Meta AI tools and Manus AI to support quality audits, trend analysis, and identify improvement opportunities.
- Reviewed and analyzed multilingual transcripts using AI-assisted tools to ensure accurate quality assessments.
- Shared insights and recommendations from audit findings to enhance quality trends and performance.
- Executed content moderation strategy for clients to ensure compliance and safety.
- Monitored and moderated user-generated content to maintain a safe and engaging online environment.
- Updated and improved moderation policies regularly to ensure community safety and compliance.
Quality Analyst
Teleperformance
Gurugram
05.2019 - 06.2024
- Managed quality assurance across multiple workgroups, reporting evaluation outcomes to Quality and Operations departments to drive strategic enhancements.
- Produced a range of statistical reports on a monthly and quarterly basis to support team and quality enhancement initiatives.
- Conducted in-depth analysis of evaluations, identifying trends, and utilizing these insights to pinpoint training requirements and create actionable strategies.
- Updated team on quality metrics and provided weekly feedback to team leaders, fostering continuous improvement.
- Coached BQ executives on evaluation findings and conducted weekly dip checks and knowledge assessments to enhance performance.
- Collaborated on various projects, including Project Moka for Google Curation, Creative Excellence for Google Ads, and Feedback Engineering for Google Escalation Ticket Handling.
- Actively participated in calibration sessions to ensure alignment with current process strategies.
Data Analyst
300 Plus innovative solution
Gurugram
01.2017 - 01.2018
- Compiled accurate data from primary and secondary sources to support analytical initiatives.
- Delivered comprehensive reports and maintained meticulous documentation to enhance client satisfaction.
- Delivered presentations, documented key points, compiled meeting minutes, and disseminated information to ensure team alignment.
Education
Master of History Honours - History Honours
IGNOU
New Delhi01-2019
Bachelor of History Honours - History Honours
Atma Ram Sanatan Dharma College
New Delhi01-2016
Skills
- Strong organisational and time management skills
- Ability to work independently and as part of a team
- Compliance auditing
- Quality Monitoring & Quality Audits
- Root Cause Analysis (RCA)
- Calibration Sessions
- Escalation Management
- Reporting & Dashboarding
- AI-Assisted Data Analysis
- Content moderation
Certification
- Lean Six Sigma Green Belt, 2022-09-01
- Lean Management, 2022-07-01
Hobbies and interests
- Mandala Art
- Listening to music
Timeline
Quality Assurance Analyst
Wipro
08.2024 - Current
Quality Analyst
Teleperformance
05.2019 - 06.2024
Data Analyst
300 Plus innovative solution
01.2017 - 01.2018
Master of History Honours - History Honours
IGNOU
Bachelor of History Honours - History Honours
Atma Ram Sanatan Dharma College