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
10.2023 - 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
05.2019 - 09.2023
- 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
05.2018 - 04.2019
- 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
10.2017 - 04.2018
- 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
09.2014 - 09.2017
- 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 08.2011 - 06.2014
Skills
Leadership and Team Management
US Onboarding
Strategic Planning and Execution
Performance Metrics and Reporting
Process Improvement and Efficiency
Problem-Solving and Decision-Making
US Insurance Operations and Management
Quality Assurance and Control
Data Analysis and Reporting
Root Cause Analysis and CAPA
Strong Communication and Interpersonal Skills
Development of Training Materials
US Insurance Regulations and Practices
US Cultural Norms and Communication
Presentation and Public Speaking Skills
Voice Call Training and Coaching
Websitessociallinks
linkedin.com/in/chandni-singh
Timeline
Team Leader
Innova Solutions
10.2023 - Current
Senior Quality Analyst
Innova Solutions
05.2019 - 09.2023
Senior Quality Analyst
EXL Service
05.2018 - 04.2019
Assistant Manager
Teleperformance
10.2017 - 04.2018
Senior Quality Associate
Metlife
09.2014 - 09.2017
BCA - Computers - Computer Applications
Rajasthan University
08.2011 - 06.2014