Bidyarani Lairenjam
Assistant Manager , Quality Lead
Bangalore
Summary
Precise Quality Assurance Manager proficient in all QA operations, policies and procedures. Experience hiring and developing individual team members. Committed to thoroughly assessing product quality and manufacturing processes to achieve excellent results and customer satisfaction.
Overview
16
16
years of professional experience
Work History
Assistant Manager , Quality Lead
Concentrix Daksh Services India Pvt. Ltd
11.2021 - Current
- This process is aligned with Content moderation for Google product & services
- Currency, I am leading the Quality function with a team of 18 QAs across 15 sub workflows Facilitating Client RCA calls & all other interactions Lead Weekly Business Review (WBR) & Monthly Business Review (MBR) with the client Sharing Quality insights & Quality accuracy score with the stakeholders and senior Delivery Managers week on week Attend Cross vendor calibrations Monitor the progress of projects to ensure the Client deadline & satisfaction is met Reviewing data from internal audits and investigations to identify problems or determine whether corrective action is necessary
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
Process Quality Analyst
Free Lancer
12.2020 - 05.2021
- Worked from Home during Covid19 lockdown as a Quality Analyst with LionsBridge on Annotation Project
Process Quality Analyst
Cognizant Technology Solutions India Pvt. Ltd
Airoli, Navi Mumbai
02.2017 - 06.2019
- Worked as a Process Quality Analyst, audits & coached both Non-Voice &Voice services Identify & provide feedback and coaching on the opportunities identified
- Online/offline monitoring of calls to audit & scrutinize
- Daily reports on quality deviations
- Auditing calls based on set parameters Conduct quality sessions for new batches as well as new teams regarding quality parameters
- Attend the weekly external & internal calibration
- Reviewing the floor performance
- Giving Feedback to operations regarding any deviations in process
- Identifying & escalating priority issues of customers complaints.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
Sr. Executive
Altisource Private Limited
Vashi, Navi Mumbai
07.2015 - 01.2017
- Worked as executive handling calls both outbound and inbound, in reference to mortgage claims process.
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
Sr. Executive
Achievers Zone Pvt. Ltd.
Navi Mumbai
09.2014 - 04.2015
- Worked as a Sr
- Executive, Australian Outbound Sales Process.
Sr. Communication Trainer
Sutherland Global Services
Vizag (Visakhapatnam)
09.2009 - 04.2012
- Worked as a Sr
- Consultant for 1 and a half years, and was promoted as a Sr
- Communication Trainer
- Completed the Client Training Certification and handled training for on floor teams
- Responsibilities: - Audit calls on weekly basis and coach the consultant to improvise their skills
- Deliver soft skills training to the bottom performer
- Perform a random check of the monthly performance and provide training accordingly.
Sr. Associate
Wipro BPO
Kolkata
05.2008 - 09.2009
- Started my career as an associate and handled technical calls for HP (6J)
- Excelled in computers (Hardware and Software) Responsibilities: - Handled inbound calls and supported customers on diagnosing the computer for hardware/ software/ virus issues and generate Revenue (Revgen Spoc).
Education
Class XII - Science
Harvard School
B.A. - ENG (HONS)
GP Women’s’ College
Class X - Science
Tiny Tots’ Unique School
Skills
Group Building Skillsundefined
Accomplishments
- Received best employment awards at my previous company
- Handled escalation calls
- Taught students of class VI at Coaching School for pre-admission test for Ramakrishna Mission as an English Coach
Overall Experience
10.5 years
Last Working Ctc
6.9 LPA
Expected Ctc
As per industry standard
Current Location
Bengaluru, Karnataka
Personal Information
- Father's Name: Lairenjam Mangi Singh
- Notice Period: 30 days
- Date of Birth: 02/12/88
- Nationality: Indian
- Marital Status: Married
Disclaimer
The above details are true to the best of my knowledge.
Timeline
Assistant Manager , Quality Lead
Concentrix Daksh Services India Pvt. Ltd
11.2021 - Current
Process Quality Analyst
Free Lancer
12.2020 - 05.2021
Process Quality Analyst
Cognizant Technology Solutions India Pvt. Ltd
02.2017 - 06.2019
Sr. Executive
Altisource Private Limited
07.2015 - 01.2017
Sr. Executive
Achievers Zone Pvt. Ltd.
09.2014 - 04.2015
Sr. Communication Trainer
Sutherland Global Services
09.2009 - 04.2012
Sr. Associate
Wipro BPO
05.2008 - 09.2009
Class XII - Science
Harvard School
B.A. - ENG (HONS)
GP Women’s’ College
Class X - Science
Tiny Tots’ Unique School
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