Archana Gupta
Mumbai
Summary
Results-driven Quality Analyst with 1+ years of experience in quality assurance and 5 years of total professional expertise. Adept at content moderation, compliance enforcement, and root cause analysis to ensure high standards and operational efficiency. Known for developing best practices, coaching teams for success, and collaborating with stakeholders to achieve measurable quality improvements.
Overview
8
8
years of professional experience
Work History
Customer Service Representative (Internship)
Silgate Solutions Limited
03.2018 - 10.2018
- Accomplished a 6-month internship with a stipend of Rs 16,000, where I provided customers with information about billing procedures, processed payments, and offered assistance in setting up payment options for insurance renewal
Location Moderator Associate
Accenture
08.2020 - 02.2024
- Update new venue details according to user's/business suggestions
- Ensure updated database of venue statuses (open, closed, or new) is maintained
- Make any changes with respect as suggested by user
- Accomplish daily TAT cases within SLA
- Consistently achieved above 98% of client quality target
Quality Assurance Analyst
Accenture
03.2024 - Current
- Conducting audits in accordance with the QA framework and providing feedback to agents
- Collaborated to implement initiatives that reduced incorrect rejects from 7% to 2.7%
- Conduct regular calibration sessions with team members to develop scoring consistency and best practices
- Produce reporting based on audits and offer suggestions, job-aids, etc. for business improvement
- Utilize feedback from clients to facilitate & improve quality of services being provided
- Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains
- Conduct client interaction and ticket reviews, and complete evaluations
- Work closely with management and stakeholders to identify issues and find an efficient solution
Education
Bachelor of Commerce - undefined
N R Swamy College of Commerce And Economics
Mumbai04.2020
Master Of Business Administration - Operation Management
Amity University
Skills
- Advanced Excel (Pivot Tables, VLOOKUP)
- Quality Auditing and Cross-Functional Collaboration
- Problem-Solving & Decision-Making
- QA reporting
- Root-cause analysis
- Training & Mentoring
- Quality management
Timeline
Quality Assurance Analyst
Accenture
03.2024 - Current
Location Moderator Associate
Accenture
08.2020 - 02.2024
Customer Service Representative (Internship)
Silgate Solutions Limited
03.2018 - 10.2018
Bachelor of Commerce - undefined
N R Swamy College of Commerce And Economics
Master Of Business Administration - Operation Management
Amity University
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