Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Interests
Timeline
Generic

Barbie Mehta

Sr. Quality and Training Analyst
West Delhi,New Delhi

Summary

Highly Energetic, with overall experience of thirteen (12) years of experience, which includes Eleven (9) years in Quality Analysis and training. Skilled in understanding of quality principles relate to business protocols and possess the ability to justify the importance of aligning QMS functions to the organization. Oversee and execute an audit and teams of auditors within a defined scope, including resource scheduling, conducting necessary meetings in performance of the audit, and using appropriate auditing techniques.

Overview

14
14
years of professional experience
3
3
Certifications
3
3
Languages

Work History

Sr. Quality Analyst

Real Time Data Services
03.2022 - Current
  • Developed customized training materials for new hires, promoting rapid onboarding without compromising attention to detail or adherence to quality guidelines.
  • Reduced errors by training team members on best practices in quality control and continuous improvement techniques.
  • Conducted training sessions using various formats, including in-person workshops and online (using zoom, team and google meet)
  • Created assessment tools to measure training effectiveness and utilized feedback to continuously improve training content and delivery methods.
  • Perform regular evaluations of customer interactions (calls, chats, emails) to assess compliance with quality standards, adherence to processes, and customer service excellence.
  • Track and analyze key performance indicators (KPIs) such as call handling time, first call resolution, customer satisfaction scores, and adherence to scripts or procedures.
  • Offer constructive feedback to agents based on QA evaluations, identifying areas for improvement, and providing coaching to enhance performance and adherence to quality standards.
  • Identify training gaps and recommend training programs or interventions to address skill deficiencies or areas for improvement among customer service representatives.
  • Collaborate with management and operations teams to develop and implement quality improvement initiatives, process enhancements, and best practices to optimize customer service delivery.
  • Investigate customer complaints, escalations, or quality issues to identify root causes and implement corrective actions to prevent recurrence.
  • Maintain accurate records of QA evaluations, performance metrics, and trends, and prepare reports for management review to drive continuous improvement efforts.
  • Participate in calibration sessions with other QA analysts and operations to ensure consistency and alignment in QA evaluation criteria and scoring.
  • Collaborate with cross-functional teams to identify opportunities for process improvements, automation, or technology enhancements that can enhance efficiency and quality in customer service operations.
  • Crafting Standard Operating Procedures.
  • Prompt identification of cases to mitigate revenue loss and minimize customer attrition.
  • Release of red flag cases.
  • Motivating the engineers by publishing CSAT reviews.
  • Preparation of Quality Dashboards.
  • Creation of monthly newsletter.
  • Conducted onboarding and process-specific training for new hires, ensuring a smooth transition and high early-stage performance.
  • Facilitated cross-functional training for support, sales, and quality teams, aligning them with updated tools and policies.

Sr. Quality Analyst

Majorel Pvt LTD
05.2021 - 03.2022
  • Ensure adherence to regulatory requirements, industry standards, and company policies by conducting compliance audits and providing recommendations for corrective actions as needed for booking.com.
  • Assist in the onboarding and training of new customer service representatives by providing guidance on quality standards, processes, and procedures.
  • Lead or participate in quality-related meetings, including quality improvement forums, team huddles, and project meetings to discuss quality issues, share best practices, and drive initiatives for continuous improvement.
  • Implement and maintain quality monitoring systems, tools, and software platforms to streamline QA evaluations, capture performance data, and generate reports for analysis and review.
  • Design, administer, and analyse customer satisfaction surveys to gather feedback on service quality, identify areas for improvement, and measure customer satisfaction levels.
  • Foster a customer-centric culture within the organization by promoting a focus on quality, continuous improvement, and exceeding customer expectations in all customer interactions.
  • Collaborate with client teams and provide support during client audits or quality assessments, ensuring compliance with client-specific requirements and contractual obligations.
  • Take ownership of quality improvement projects, from planning and implementation to evaluation and documentation, to drive positive changes in service delivery and customer experience.
  • Analyse QA data and performance trends to identify patterns, root causes, and opportunities for improvement, and use insights to develop proactive strategies for enhancing quality and efficiency.
  • Serve as a mentor to junior QA analysts and support their professional development by providing guidance, feedback, and opportunities for skill enhancement and career growth.

Eclerx services Pvt LTD
02.2013 - 02.2020
  • Monitoring live as well as recorded calls for Comcast agents on monitoring tools.
  • Participated in weekly internal and client calibration.
  • Conducted team briefing on daily basis.
  • Sharing Feedback via email and one on one basis.
  • Recommended operational improvements based on regular tracking done to improve the process.
  • Prepared reports and communications for senior managements and clients.
  • Handled outbound and inbound calls escalations.
  • Met service and quality standards every review period.
  • Analysed call volume and AHT to monitor CSR's performance and productivity.

IBM Global Services LTD
07.2011 - 02.2013
  • Providing technical assistance related to hardware and software issue.
  • Handled connectivity issue with wireless devices through routers and extenders on IB and OB calls.

Education

Bachelor of Science - computer science

GNDU
Jalandhar

Skills

  • Skilled in utilizing multiple quality control methodologies

  • Excel spreadsheet management

Detailed assessment of documents

  • Visual presentation design

  • Team leadership abilities

  • Employee training

  • Responsive to new challenges

  • Prioritization and scheduling

  • Effective team collaboration

  • Team leadership

  • Reporting and data interpretation

Internal audit proficiency

Quality assurance procedures

Certification

Six Sigma Yellow Belt

Accomplishments

  • Attained a CSAT score of 98% through meticulous CSAT analysis and the development of precise canned responses, demonstrating accuracy and efficiency in addressing customer inquiries.
  • Supervised team of 28 staff members.
  • Designing of process SOPs and business flow to streamline the process.
  • Timely addition of Knowledge base articles.
  • Creation of handbook of Quality legends.
  • Saved Revenue leakage through Charge and update analysis.
  • Lowered the customer churn rate by conducting repeat analysis.

Interests

Listening music

Exploring new places

Timeline

Sr. Quality Analyst

Real Time Data Services
03.2022 - Current

Sr. Quality Analyst

Majorel Pvt LTD
05.2021 - 03.2022

Eclerx services Pvt LTD
02.2013 - 02.2020

IBM Global Services LTD
07.2011 - 02.2013

Bachelor of Science - computer science

GNDU

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Barbie MehtaSr. Quality and Training Analyst