Summary
Overview
Work History
Education
Skills
Job title
Certification
Languages
Timeline
Generic

Ankita Kumari

Noida

Summary

Dynamic Senior Quality Analyst with a proven track record at Affixious Consulting Private Limited, enhancing customer satisfaction through meticulous quality audits and innovative problem-solving.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Senior Quality Analyst

Affixious Consulting Private Limited
Noida
12.2022 - Current
  • Develop or understand evaluation programs or Scorecard.
  • Call Monitoring or Evaluation.
  • Monitoring customer interactions with the agents to identify areas of improvement.
  • Participate in calibration and call listening sessions with Quality staff and clients to ensure consistent scoring and best practice implementation.
  • Maintaining and publishing the quality Audit Reports and Analyses.
  • Analyzing customer feedback and making recommendations for improvement.
  • Apply DSAT Insights to Improve Future Experiences.
  • Soliciting Feedback Directly from Customers to measure CSAT.
  • Conducting training sessions for customer-facing personnel on quality-related matters.
  • Reported problems and concerns to management.
  • Analyzed quality and performance data to support operational decision-making.
  • Enhanced customer satisfaction by conducting root cause analyses and implementing corrective actions for reported issues.

Quality Analyst

IEnergizer
Noida
12.2021 - 12.2022
  • Audits the inbound calls related to passengers' queries.
  • Participate in calibration and call listening sessions with Quality staff and clients to ensure consistent scoring and best practice implementation.
  • Contributes to maintaining forms and legends documents.
  • Meet departmental productivity requirements.
  • Investigates the customer's complaints and product issues and works with the Operations team to fill those gaps. Maintaining and publishing the quality Audit Reports and Analyses.
  • Find the Area of Improvement of Agents while Auditing the Calls, and also conduct the briefing to enhance Agents' proficiency.
  • Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
  • Conducted root cause analysis to investigate the source of problems in production process.

Senior Travel Consultant

IEnergizer (Yatra.com)
Noida
05.2019 - 12.2021
  • Assisted clients with flight changes and cancellations to minimize travel disruptions.
  • Provide travel support through multiple contact channels: chat, call, and email.
  • Work on PNR creation, cancellation, date change, voluntary, and involuntary changes.
  • Deliver exceptional customer service throughout the entire travel process, from booking to post-trip follow-up.
  • Address and resolve any client inquiries, issues, or concerns promptly and professionally.
  • Followed up with customers to increase customer service with travel plans.
  • Used GDS Global Distribution Systems to confirm tickets and travel itineraries.
  • Increased client satisfaction by providing personalized travel recommendations and itinerary planning.

Education

MBA - HR & Markating

MIT (Dr. A.P.J. Abdul Kalam Technical University)
Moradabad

BBA - HR & Marketing

Teerthanker Mahaveer University
Moradabad

Intermediate -

UP Board
Moradabad

Matriculation -

UP Board
Moradabad

Skills

  • Knowledge of 7 QC tools
  • Call Monitoring Experience
  • Conduct Quality Audits to Measure CSAT & DSAT
  • Training and Coaching/Feedback
  • Whys Technique & Fishbone Diagram
  • Excellent analytical and problem-solving skills
  • Excellent communication and interpersonal skills
  • The ability to think critically and innovatively
  • Quality Improvement
  • SOP Development
  • Decision-Making
  • Multitasking
  • Task Prioritization
  • Microsoft Excel
  • Microsoft PowerPoint
  • Decision-Making
  • Multitasking
  • Task Prioritization
  • Microsoft Excel
  • Microsoft PowerPoint

Job title

Senior Quality Analyst

Certification

  • Introduction to Six Sigma
  • Basics of Six Sigma

Languages

Hindi
First Language
English
Proficient (C2)
C2

Timeline

Senior Quality Analyst

Affixious Consulting Private Limited
12.2022 - Current

Quality Analyst

IEnergizer
12.2021 - 12.2022

Senior Travel Consultant

IEnergizer (Yatra.com)
05.2019 - 12.2021

MBA - HR & Markating

MIT (Dr. A.P.J. Abdul Kalam Technical University)

BBA - HR & Marketing

Teerthanker Mahaveer University

Intermediate -

UP Board

Matriculation -

UP Board

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Ankita Kumari