A S Mayonim
Vasant Kunj
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Analyzes data to increase efficiency and productivity, Creates reports and evaluate data to ensure that they are aligned with current data. Leadership Skills, Deadline Oriented Microsoft Office Proficiency and Excel Spreadsheets, Coaching and Monitoring, Lean Six Sigma Green Belt Certified.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Sr. Quality Assurance Analyst
Wipro Limited
Gurgaon
04.2022 - Current
- Process optimization with Lean Six Sigma Trained, Meta Certified (Planning and Buying), Tableau.
- Understanding client's needs for the process and driving process improvements (focused on process optimization, cost reduction, customer experience and operational excellence)
- Communicating with clients to explain the benefits of the digital marketing program, customer service and content moderation
- Drive and lead RCA, Analysis, Action plans, conduct calibrations, prepare WBR and QBR, prepare daily, weekly and monthly reports & TNI
- Identified problematic areas deviated from quality standards and recommended corrective actions.
- Monitoring the implementation of the programs plan to see if it is achieving its objectives
- Create a list of checkpoints and set measurable criteria to check the quality on a timely basis
- Manages team and is responsible for overall processes, methodologies and improvements
- Escalate major risks, issues or potential completion changes to the leadership team
- To deliver consistent, positive outcomes with minimal variation (which Six Sigma tackles) and waste (which Lean deal with).
Senior Quality Analyst
Concentrix India Private Limited, Gurgaon
Gurgaon
05.2021 - 04.2022
- Ensuring accuracy and Quality of delivery followed
- All complaints, feedback and escalations are worked on/before deadline.
- Sharing TNI on weekly/ monthly basis and V&A training and refresher to bottom quartiles.
- Conducting quality calibrations both (internally and externally)
- Understanding customer requirements and define the Key Performance Indicators that are critical for tracking and evaluating the quality programs
- Report sharing with the respective Team Leaders/Managers for coaching.
- Ensuring all compliance metrics are being followed and are in place.
Quality Analyst
Hyper Quality
Gurgaon
03.2020 - 02.2021
- Monitoring calls, chats & emails.
- Conduct coaching sessions with associates and provide feedback addressing client service performance, product knowledge and call productivity.
- Conduct weekly calibration sessions with call center Team Leaders and other support staff.
Performed root cause analysis through 5 Whys, Change Analysis and Cause &Effect. - Ensured compliance with company standards, regulations and procedures related to quality control.
- Implemented corrective actions when necessary to improve overall product quality.
Quality Advisor
Concentrix India Private Limited, Gurgaon
Gurgaon
07.2017 - 12.2019
- Ensuring accuracy and Quality of delivery followed
- All complaints, feedback and escalations are worked on/before deadline
- Work delegation as per the agent's strength
- Ensuring feedback/coaching are being done on time
- Conducting quality calibrations both (internally and externally)
- Report sharing with the respective Team Leaders/Managers for coaching
- Ensuring all compliance metrics are being followed and are in place
- Publishing daily, weekly and monthly reports
- Monitoring calls & Chats
- Conduct coaching sessions with associates and provide feedback addressing client service performance, product knowledge and call productivity
Education
M.A (EDUCATION) -
IGNOU, DELHI
01.2023
PGDCA -
Guwahati
01.2015
Bachelor's of Arts -
Northeastern Hill University, Meghalaya
01.2013
Skills
- Analyzes data to increase efficiency and productivity
- Creates reports and evaluate data to ensure that they are aligned with current data
- Leadership Skills
- Deadline Oriented
- Microsoft Office Proficiency and Excel Spreadsheets
- Coaching and Monitoring
- Lean Six Sigma Green Belt Certified
- Mentoring and training
- Root Cause Analysis
- Efficient time management
Certification
- Meta Certified
- Lean Six Sigma Green Belt Certified
Timeline
Sr. Quality Assurance Analyst
Wipro Limited
04.2022 - Current
Senior Quality Analyst
Concentrix India Private Limited, Gurgaon
05.2021 - 04.2022
Quality Analyst
Hyper Quality
03.2020 - 02.2021
Quality Advisor
Concentrix India Private Limited, Gurgaon
07.2017 - 12.2019
M.A (EDUCATION) -
IGNOU, DELHI
PGDCA -
Guwahati
Bachelor's of Arts -
Northeastern Hill University, Meghalaya