C.R. Naga Deepika
Associate Quality Manager
Coimbatore
Summary
Reliable Quality Control Specialist with abilities in blueprint interpretation, operations monitoring and quality control inspections. Outstanding communication, active listening, and organizational talents. Physically fit and adaptable with the capability to work in various work environments.
Overview
12
12
years of professional experience
4
4
Languages
Work History
Quality Associate Manager
Matrimony.com Limited
4 2022
- Analyze data in order to find areas for growth
- I am handling across PAN India QA Team
- Design, Implement and improve company quality standards
- Identify the training requirements to meet the quality standards
- Plan and conduct internal quality audits
- Daily, weekly and monthly reporting to the internal and external stakeholder
- Formulate strategies to increase productivity
- Weekly and monthly review processes in order to ensure that QA Team align with current trend
- Strong escalation management skills
- Conducting monthly call calibration with QA Team
- Motivating QA’s to achieve numbers
- Focus on process improvement.
- Conducted thorough root cause analyses for non-conformances, contributing to continuous improvement initiatives
- Fixed identified issues to increase productivity and boost workflows
- Maintained accurate records of all quality-related activities, ensuring compliance with regulatory requirements
- Developed comprehensive reports detailing quality metrics, trends, and recommendations for management review
- Demonstrated a high level of initiative and creativity while tackling difficult tasks
- Demonstrated leadership skills in managing projects from concept to completion
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments
- Defined clear targets and objectives and communicated to other team members
Quality Specialist
Conneqt Business solutions
01.2021 - 04.2022
- Auditing agents call on daily bases
- Sharing feedback & coach the associates to improve scores
- Call listening session to improve quality scores
- Every week will audit live call of advisor and share feedback on real time
- Participate in Client meetings for information exchange
- Cascade inputs from the Client and process/product changes within the team
- Process Improvement
- Doing dip check on product and publishing report
- Respond to clarifications and provide insights on score deviations
- Doing extra audits of BAU advisors
- Conducting Internal and external calibrations
- Conduct refresh training.
Senior Quality Analyst
Medi Assist Pvt Ltd
03.2019 - 12.2020
- Auditing agents call on daily bases
- Provide feedback & coach the associates to improve scores
- Participate in Client meetings for information exchange
- Cascade inputs from the Client and process/product changes within the team
- Driving Csat
- Respond to clarifications and provide insights on score deviations
- Conduct audits to ensure implementation of action plans
- Conducting Internal and external calibrations
- Process Improvement
- Conduct refresh training.
Quality Specialist
KNOAH Solutions Pvt Ltd
01.2016 - 02.2019
- Evaluate agent transactions as defined in the QA scorecard
- Provide feedback & coach the associates to improve KPI scores
- Participate in Client meetings for information exchange
- Cascade inputs from the Client and process/product changes within the team
- Be a part of on-shore and off-shore calibrations
- Respond to clarifications and provide insights on score deviations
- Conduct audits to ensure implementation of action plans
- Conducting Internal and external calibrations
- Process Improvement
- I use to audit enter south zone partners center calls and share score to agents.
Customer Care Executive
Aircel COCO Retail
09.2011 - 05.2014
- Handling customer queries, complaint and request related to Aircel Network
- Make sure to achieve my daily target
- Taking care of stock and sales reports on daily and monthly basis
- Take care of enter store in ambiance of store manager
- Provide quality resolutions for all customer queries and complaints.
Customer Care Executive
Allsec Technologies Ltd
03.2010 - 09.2011
- Handling inbound queries, complaint and request related to Aircel process
- Handle calls related to technical issues on GPRS troubleshooting Knowledge of TCP/IP networking protocols
- High customer service, first call resolution and problem solving skills
- Handling escalation calls of customer issue and make sure it is resolved.
Education
B.COM (Computers) -
KEN Degree College
Intermediate - undefined
KEN junior College
S.S.C - undefined
ST. John’s High School
Skills
- Superb Internet knowledge and worked on various client internal applications
- Possess good knowledge in MS Word and Excel(V-Look up, Functions, Pivot Table)
- Typing speed 35 wpm with 100% accuracy
- Quality Associate Manager
- Senior Quality Assurance
- Customer Service and Sales skills
- Project Co-ordination and management skills
- Solid desktop/system/network troubleshooting experience
Personal Information
- Father's Name: C. Ramesh
- Date of Birth: 07/08/1989
- Gender: Female
- Marital Status: Single
Career Overview
Experienced professional in Senior Quality Assurance, Sales and Technical Support roles with 12 Years of experience in the customer service and want to utilize my skills and experience gained so far to create innovative and suitable solutions that meet the business’s needs and requirements. Over all more than 7 years of experiences in Quality.
Values
- Discipline
- Honesty
- Smart work
Disclaimer
I here by declare that the above information and particulars are true and correct to the best of my personal knowledge and Belief.
Timeline
Quality Specialist
Conneqt Business solutions
01.2021 - 04.2022
Senior Quality Analyst
Medi Assist Pvt Ltd
03.2019 - 12.2020
Quality Specialist
KNOAH Solutions Pvt Ltd
01.2016 - 02.2019
Customer Care Executive
Aircel COCO Retail
09.2011 - 05.2014
Customer Care Executive
Allsec Technologies Ltd
03.2010 - 09.2011
Quality Associate Manager
Matrimony.com Limited
4 2022
B.COM (Computers) -
KEN Degree College
Intermediate - undefined
KEN junior College
S.S.C - undefined
ST. John’s High School
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