Chandni Singh
Noida
Summary
With over 10 years of experience, expertise lies in quality assurance, US operations, and training. Possess a proven track record of creating and implementing effective quality assurance processes. Excel at collaborating with cross-functional teams to establish quality benchmarks and metrics. Attention to detail and focus on continuous improvement define as a detail-oriented professional who excels at problem-solving.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Team Leader
Innova Solutions
Noida, India
2023.10 - Current
- Lead team of 12 employees, overseeing daily operations and ensuring alignment with company objectives and performance standards.
- Implement and manage onboarding metrics and KPIs, providing regular reports to senior management and making data-driven recommendations for process improvements.
- Design and deliver training programs and materials, including e-learning modules, workshops, and hands-on sessions, to ensure comprehensive orientation for new hires.
- Conduct performance reviews, identify areas for improvement, and implement training and development programs to enhance team skills and productivity.
- Analyze team performance metrics and generate reports to identify trends, address issues, and drive data-driven decisions.
- Foster positive and collaborative team environment by providing guidance, support, and regular feedback to team members.
- Coordinate with other departments to ensure seamless execution of cross-functional projects and initiatives.
- Supported training team in organizing and coordinating training sessions, providing administrative support and facilitating interactive activities
- Collected and analyzed feedback from training participants to assess effectiveness of programs and identify areas for improvement.
Senior Quality Analyst
Innova Solutions
Noida, India
2019.05 - 2023.09
- Conducted regular quality audits and assessments to evaluate operational processes and identify areas for improvement.
- Developed and implemented quality standards and metrics to ensure compliance with company policies and regulatory requirements.
- Conducted comprehensive data analysis to identify trends, root causes of issues, and areas for process improvement.
- Collaborate with cross-functional teams to design and execute corrective and preventive actions (CAPA) for operational issues.
- Prepare and present detailed reports on quality performance, project status, and improvement initiatives to senior management.
- Provided training and support to team members on quality standards and quality assurance practices.
Senior Quality Analyst
EXL Service
Noida, India
2018.05 - 2019.04
- Conducted quality audits of US insurance processes, including policy issuance, claims handling, and customer service.
- Performed root cause analysis and provided recommendations for addressing quality issues in policy and claims processing.
- Developed and maintained quality documentation, including process maps, procedures, and quality metrics.
- Lead quality assessments to ensure adherence to regulatory requirements and industry standards, preparing detailed reports for senior management.
- Developed and delivered training programs focused on US insurance practices, including policy administration, claims processing, regulatory compliance, and industry standards.
- Designed and facilitated training sessions on US cultural norms, communication styles, and workplace etiquette to enhance cross-cultural understanding and integration.
Assistant Manager
Teleperformance
Indore, India
2017.10 - 2018.04
- Supervised team of 20 call quality analysts, providing guidance, support, and performance feedback to ensure adherence to quality standards.
- Developed and implement call quality monitoring programs, including creating evaluation criteria, scoring rubrics, and feedback mechanisms.
- Analyzed call performance data to identify trends, areas for improvement, and training needs, resulting in increase of customer satisfaction scores.
- Collaborated with training and development teams to design and deliver training programs that address quality gaps and improve call handling techniques.
- Conducted regular quality audits and performance evaluations, preparing detailed reports and presenting findings to senior management.
- Managed and resolve escalated customer complaints and quality issues, implementing corrective actions and process improvements as needed.
- Designed and deliver comprehensive training programs focused on voice call handling, including effective communication, active listening, and problem resolution techniques.
- Developed training materials such as scripts, role-playing scenarios, and e-learning modules tailored to improve call quality and customer satisfaction
Senior Quality Associate
Metlife
Jaipur, India
2014.09 - 2017.09
- Conducted comprehensive audits of claims files, providing detailed feedback and recommendations to enhance claim accuracy and reduce error rates.
- Analyzed claims data and performance metrics to identify trends, root causes of issues, and opportunities for process optimization.
- Collaborated with claims teams to address quality concerns, implement corrective actions, and ensure continuous improvement.
- Assisted in development and implementation of quality assurance programs and best practices for complex insurance issues, provide training, and ensure high-quality service delivery
- Conducted thorough analysis of insurance applications and claims, identifying and mitigating potential risks
- Assisted in development and execution of quality assurance programs and process improvements to enhance overall performance
- Provided training and support to team members on quality standards, processes, best practices, US Insurance and US culture.
- Collaborated with trainers and subject matter experts to ensure delivery of high-quality and relevant training content.
- Collected and analyzed feedback from training participants to assess effectiveness of programs and identify areas for improvement
Education
BCA - Computers - Computer Applications
Rajasthan University
Jaipur 2011.08 - 2014.06
Skills
Websitessociallinks
linkedin.com/in/chandni-singh
Timeline
Team Leader
Innova Solutions
2023.10 - Current
Senior Quality Analyst
Innova Solutions
2019.05 - 2023.09
Senior Quality Analyst
EXL Service
2018.05 - 2019.04
Assistant Manager
Teleperformance
2017.10 - 2018.04
Senior Quality Associate
Metlife
2014.09 - 2017.09
BCA - Computers - Computer Applications
Rajasthan University
2011.08 - 2014.06
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