Babita Kumari
Bangalore
Summary
Seasoned Assistant Quality Manager with over 9 years of experience in quality assurance and operations management. Demonstrated success in developing effective quality and training systems, streamlining audit and training processes, and significantly improving customer satisfaction. Skilled in leading cross-functional teams to foster continuous improvement while ensuring compliance with industry standards. Committed to leveraging expertise to enhance organizational performance and drive operational excellence.
Overview
9
9
years of professional experience
Work History
Assistant Manager - Quality
Acko General Insurance
Bangalore
10.2021 - Current
- Advanced Automation Initiatives: Worked on the implementation of Convin AI, significantly enhancing operational efficiency and streamlining processes, which led to a reduction in workforce requirements.
- Developed, implemented, and led quality management strategies, ensuring all objectives align with company goals.
- Stakeholder Management: Coordinated with cross-functional teams to resolve quality and training concerns, and improve efficiency.
- Proficient in handling a team of 10+ QAs, monitoring their daily activities, and driving the team to achieve daily, weekly, and monthly set targets and KPIs/KRAs, along with process improvement initiative projects.
- Worked on projects to improve sales conversion. Developed and executed strategies for achieving sales goals, increasing customer satisfaction, and improving operational efficiency.
- Improved the operational metrics (sales conversion, C-SAT, NPS) by identical and analytical thoughts, and effectively contributed to business growth.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Ensured compliance with safety regulations and company policies.
- Developed training materials, including manuals, guides and handouts.
Unit Head Quality Analyst
No Broker
Bangalore
08.2020 - 10.2021
- Analyze customer data to determine eligibility for refunds according to company policies and procedures.
- Performed root cause analysis for complex customer problems and implemented corrective action plans accordingly.
- Conducted detailed research on customer complaints and determined appropriate solutions.
- Developed effective processes for capturing, organizing, maintaining and sharing knowledge assets.
- Provided training to the team on product features and troubleshooting techniques, improving the first-call resolutions.
Senior Quality Analyst
Digit General Insurance
Bangalore
08.2018 - 08.2020
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Establish a quality specialist process and restructure the IVR protocols.
- I designed the entire quality auditing and training process for the specialist team.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Monitoring inbound and outbound calls of claims and the customer journey, providing coaching and feedback to agents.
Senior Operations Executive
Big Basket
Bangalore
06.2015 - 08.2018
- Experience in mapping and validating the address, working on operation mails, and handling inbound and outbound calls.
- Developed strategies for preventing and detecting fraudulent activity in the future.
- Resolved escalated customer issues promptly and professionally to maintain customer satisfaction.
- Trained new agents about the product and call-handling procedures.
Education
Bachelor of Commerce
GRD Degree College
Dehradun UttarakhandSkills
- Quality Assurance
- Customer Service Excellence
- Stakeholder management
- Process Improvement
- Team Leadership
- Data analysis
- Motivation and Team Building
- Performance Review
- Headcount optimization
Languages
Hindi
First Language
English
Proficient (C2)
C2
Accomplishments
Best Performance Award” in Big Basket for the Year of 2015.
Best Performance Award” in Big Basket for the Year of 2016.
Best Performance Award” in Big Basket for the Year of 2017.
Best Team Award” in the Big Basket for two quarters
Best Performer Award in Digit Insurance 2019
Best Performance Award” in No Broker for 2020.
Best Performance Award” in No Broker for January–April 2021
Timeline
Assistant Manager - Quality
Acko General Insurance
10.2021 - Current
Unit Head Quality Analyst
No Broker
08.2020 - 10.2021
Senior Quality Analyst
Digit General Insurance
08.2018 - 08.2020
Senior Operations Executive
Big Basket
06.2015 - 08.2018
Bachelor of Commerce
GRD Degree College
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