AYUSHI MISHRA
QA Specialist, PMO
Delhi
Summary
A people-oriented team leader with a proven track record of monitoring performance, delegating work, and motivating team members. Experienced in managing daily operations and promoting effective team communication. Collaborative and resourceful, able to identify needs and develop creative solutions. Known for punctuality and dedication to safety procedures. Valued by supervisors and peers for being hardworking and dedicated. Strong leadership and problem-solving skills, constantly seeking ways to streamline operations, reduce costs, and improve efficiency. Independent decision-maker with sound judgment, consistently making a positive impact on company success.
Overview
10
10
years of professional experience
1
1
Certification
Work History
QA Specialist, PMO
SHL India Pvt Ltd
7 2022 - Current
- Managed and ensured the delivery of work, maintaining alignment with established Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
- Maintained strict monitoring of all quality assurance guidelines across multiple jurisdictions
- Served as a valuable resource for the Managed Services Support Manager in overseeing team operations, utilizing standard SHL approaches for tasks such as selection, on-boarding, performance evaluation, development and retention.
- Managed quality assurance standards effectively by identifying, resolving, and escalating potential issues to MS Management team.
- Worked closely with product owners and business stakeholders to understand their needs and objectives.
- Generated comprehensive reports on application performance results using analytics tools like SMART.
- Provided technical guidance and mentorship to junior members of the QA team when needed.
Team Leader Training & Quality
Concentrix
09.2021 - 07.2022
- Manages a team of Quality Assurance Specialists who evaluates Customer Service cases using a certified quality monitoring form
- Trains, mentors and coach team ensuring a highly productive and efficient workforce
- Coordinated team activities and delegated tasks to ensure efficient completion of projects
- Creates and regularly reviews framework and methodology for calibrating internal and external QA resources to ensure alignment to QA policies
- Integrates overall QA process with CSAT programme to understand the needs of customers to close gaps in QA and training
- Analyzes company data, and develops and implements initiatives to improve agent performance
- Monitor Compliance Quality on Monthly and Quarterly basis, providing delinquency and completion reports
- Provide regular updates on quality initiatives and process improvement projects to key project stakeholders across the organization as required.
Team Lead - Quality Analyst
Cogent E-Services Pvt Ltd
08.2019 - 08.2021
- Coordinated team resources to achieve project goals
- Gather information and help improve Agent's performance
- Developing Evaluation programs
- Share feedback with agents as per the Feedback Mechanism on timely basis and ensure corrective actions are taken
- Identify and bridge process gaps leading to overall Process Improvement
- Conduct weekly training sessions with team, based on the errors identified, post audits.
- Trained new staff in relevant processes and procedures
- Monitored team performance against targets, taking corrective action where necessary.
Associate Software Engineer
Connoisseur Consulting Solutions Pvt. Ltd.
04.2015 - 12.2017
- Wrote and developed new and well-tested code for different software projects
- Contributed to sprint planning, prioritizing backlogs to meet new demands
- Performed software testing and diagnosis, supporting ongoing embedded system development
- Devised test cases to support enhancements and expansions of functionality.
Education
B.Tech - CSE
Rakshpal Bahadur College of Engineering & Technology
Bareilly, UPSkills
Operations Management
Product and service knowledge
Employee Performance Evaluations
Task Delegation
Team motivation
Customer Relations
Customer Relationship Management (CRM)
Staff Training and Development
Workload Management
Compliance understanding
Orientation and training
Team Leadership
Accomplishments
- Star performer for the 1st Quarter, 2024 at SHL India Pvt Ltd.
- Top performer for H1 at Concentrix.
Certification
Lean Six Sigma Green Belt, KPMG India - 2 weeks
Timeline
Lean Six Sigma Green Belt, KPMG India - 2 weeks
09-2024
Team Leader Training & Quality
Concentrix
09.2021 - 07.2022
Team Lead - Quality Analyst
Cogent E-Services Pvt Ltd
08.2019 - 08.2021
Associate Software Engineer
Connoisseur Consulting Solutions Pvt. Ltd.
04.2015 - 12.2017
QA Specialist, PMO
SHL India Pvt Ltd
7 2022 - Current
B.Tech - CSE
Rakshpal Bahadur College of Engineering & Technology