Bhawna
New Delhi
Summary
Results-driven Quality Supervisor with vast experience in implementing and maintaining quality control systems. Showcases strong leadership skills, adept at training staff on proper procedures and compliance standards to ensure top-notch product output. Proven record of driving continuous improvements in operations while successfully reducing waste and increasing efficiency.
Overview
5
5
years of professional experience
Work History
Quality Supervisor
FIS Global Business Solution Private Ltd.
Gurugram
03.2023 - 10.2024
- Quality Assurance Oversight: Providing oversight and guidance to the QAs to ensure adherence to quality standards, policies, and procedures.
- Quality Improvement Initiatives: Developing and implementing quality improvement initiatives, programs, and projects aimed at enhancing service quality, customer experience, and operational efficiency.
- Feedback and Coaching: Providing constructive feedback and coaching to QAs on quality evaluations, highlighting areas of strength, and areas needing improvement. Support professional development and skill enhancement initiatives.
- Client Management: Connecting with Clients and Stakeholders to present quality performance trend and discuss improvement plans.
- Vendor Management: Monitoring vendor performance against agreed-upon SLAs, quality standards, and contractual obligations. Tracking KPIs such as delivery timeliness and quality of service, along with addressing and resolving any issue or dispute that arises during the course of the vendor relationship, including delays, quality concerns, and discrepancies in delivery.
Quality Assurance Analyst
FIS Global Business Solution Private Ltd.
Gurugram
06.2022 - 02.2023
- Quality Monitoring: Monitored customer interactions (calls, emails, chats, etc.). to assess adherence to quality standards, policies, and procedures.
- Evaluation and Assessment: Evaluated the quality of customer interactions based on predefined criteria, such as accuracy, completeness, compliance, professionalism, and customer satisfaction.
- Feedback and Coaching: Provided constructive feedback to agents based on quality evaluations, highlighting areas of strength and areas needing improvement
- Collaboration Session: Participated in calibration sessions with supervisors, trainers and other quality analysis to ensure consistency and alignment in quality evaluation processes & standard across teams and departments
- Performance Analysis: Analyzed quality monitoring data and trends to identify patterns, root causes of issues and opportunities for improvement. Generated reports and insights to inform management decisions and initiatives aimed at enhancing service quality and customer experience.
- Root Cause Analysis: Conducted root cause analysis of quality issues, customer complaints, and service failure to identify underlying issues, systematic problems, and opportunities for process optimization and improvement.
- Stakeholder communication: Liaised with client representatives and stakeholders to communicate quality performance, share insights, address concerns and collaborate on quality improvement initiatives & action plans.
Team Coach
FIS Global Business Solution Private Ltd.
Gurugram
04.2021 - 09.2021
- Performance Monitoring: Regularly monitored the performance of team members, including key metrics such as productivity, quality, and customer satisfaction.
- Providing Feedback: Offered constructive feedback via one-on-one sessions, team meetings, and performance evaluations to team members on their performance, focusing on strengths and areas for improvement.
- Coaching and Development: Worked closely with team members to identify their individual strengths, weaknesses, and development needs. Provided coaching, guidance, and support to help them enhance their skills, overcome challenges, and achieve their performance goals.
- Goal Setting: Collaborated with team members to establish clear and achievable performance goals, aligned with organizational objectives. Regularly reviewed progress towards these goals and provided guidance on how team members can effectively work towards them.
Process Trainer
FIS Global Business Solution Private Ltd.
Gurugram
08.2020 - 06.2022
- Training Delivery: Conducted engaging and interactive training sessions to equip CSRs with the necessary skills to handle chat and email customer interactions
- Process Expertise: Developed and maintained in-depth knowledge of chat and email processes, procedures, and best practices
- Content Development: Created and updated training materials, guides, and resources to ensure accuracy and relevance
- Coaching and Feedback: Provided one-on-one coaching and constructive feedback to CSRs to improve their performance and address skill gaps
- Quality Assurance: Monitored and evaluated CSR performance to ensure quality standards are met and exceeded
- Process Improvement: Identified areas for process improvements and collaborated with stakeholders to implement changes
- Reporting and Analytics: Tracking and analyzing training metrics and CSR performance data to provide insights and recommendations
- Stakeholder & Client Collaboration: Worked closely with operations, quality, and Client representatives to ensure alignment and support
Customer Service Representative
FIS Global Business Solution Pvt. Ltd
Gurgaon
03.2024 - 08.2024
- Handling Customer Inquiries & Providing Information: Responded to customer inquiries via Call and Chat, and provided accurate and relevant information regarding their bank account and services provided.
- Resolving Issues: Resolved customer issues and complaints effectively & efficiently along with ensuring customer satisfaction
- Maintaining Professionalism: Maintained a professional and courteous demeanor in all customer interactions regardless of the nature of the inquiry or complaint
Customer Service Representative
Concentrix
Gurugram
06.2019 - 01.2020
- Handling Customer Inquiries & Providing Information: Responded to customer inquires via chat & provided accurate & relevant information regarding the product and services offered
- Resolving Issues: Resolved customer issues and complaints effectively & efficiently along with ensuring customer satisfaction
- Maintaining Professionalism: Maintained a professional and courteous demeanor in all customer interactions regardless of the nature of the inquiry or complaint
- Adhering to Policies: Adhered to company policies, procedures & service standards while interacting with customers
Education
BBA -
Suresh Gyan Vihar University
Jaipur09-2022
High School Diploma -
Central Board of Secondary Education
New Delhi04-2014
Skills
- Quality Management Systems
- Quality Control
- Vendor Management
- Client management
- Root Cause Analysis
- Training and mentoring
- Performance monitoring and improvement
- Correction action planning
- Team Collaboration
- SLA Management
Languages
Hindi Bilingual or Proficient (C2), English Advanced (C1)
Accomplishments
- COO Employee of the Quarter : 2023 (Quarter 2)
Languages
Hindi
First Language
English
Advanced (C1)
C1
Timeline
Customer Service Representative
FIS Global Business Solution Pvt. Ltd
03.2024 - 08.2024
Quality Supervisor
FIS Global Business Solution Private Ltd.
03.2023 - 10.2024
Quality Assurance Analyst
FIS Global Business Solution Private Ltd.
06.2022 - 02.2023
Team Coach
FIS Global Business Solution Private Ltd.
04.2021 - 09.2021
Process Trainer
FIS Global Business Solution Private Ltd.
08.2020 - 06.2022
Customer Service Representative
Concentrix
06.2019 - 01.2020
BBA -
Suresh Gyan Vihar University
High School Diploma -
Central Board of Secondary Education
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