DEEPIKA SAXENA
Senior Quality Analyst
New Delhi
Summary
Seeking a challenging and rewarding career in corporate organizations, work in a multi-disciplinary and professional environment that envisages professional and personal growth. A hard working, enthusiastic and energetic professional with almost 8 Years of experience in BPO and customer service industry in different domains like Operations, Process Improvement, and Customer Service. Passionate to learn and explore new things. Proficient in delivering high quality result. Work effectively under pressure. Ability to adapt to any situation and learn from it. Quality oriented mind set with quick perception.
Overview
9
9
years of professional experience
Work History
Senior Quality Analyst
Policy Bazaar
Gurgaon
04.2022 - Current
- Oversaw test planning, workload balancing and assignment delegation.
- Created test cases and automation scripts.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
- Defined and implemented quality initiatives to reduce risk.
- Administered Number internal quality audits and assessed results to inform corrective action measures.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Created and collaborated in implementation and maintenance of customer complaint log.
- Used Software to create presentations, flowcharts and graphs detailing data analysis results.
- Estimated work requirements and labor hours for sprint planning.
Quality Analyst
Onetwork Global Services
05.2020 - 12.2021
- For customer support in the EMol process
- Consistently sent immediate email to supervisors and provided instant feedback on performance concerns, disconnected calls and auto fail calls
- Participated in internal calibrations with Quality and Operations and ensured consistent scoring
- Responsible for being an objective liaison on behalf of the client to the vendors
- Participated in assisting with Quality lessons and improved quality performance
- Tracked call results and conducted trend analysis based on results of monitors and improved quality and training needs.
Quality Analyst
Tele, American Express
11.2017 - 02.2019
- Sales and verification process
- Served as liaison for all training activities
- Independently established audit schedule and schedule for new hire classes and one-on-one training sessions
- Partnered with management to develop / implement quality initiatives
- Worked on special "blitz" projects to target specific behaviors and provide instant feedback on performance improvement
- Entered audit data into Access database and completed reports timely
- Recipient of the Quarterly Top Performer certificate for last quarter of 2018
- Coached and mentored new Representatives until an acceptable level of proficiency was achieved
- Took ownership of escalated situations that needed to be handled cautiously and efficiently due to the potential impact on customer satisfaction and brand image
- Worked closely with the client.
Senior Quality Analyst
Irexx Technologies Pvt Ltd
01.2017 - 07.2017
- Intuit (Hostbooks) in US based process
- Conducted training that enabled staff to perform effectively
- Used diverse methods: facilitated learning and success labs performed remote monitoring of work and feedback based on observations, and provided one-on-one training by working side by side with staff
- Conduced calibration sessions
- Developed evaluation programs that analyze critical performance behaviors and metrics to the organization
- Provided information to operations leaders regarding their campaign performance as well as industry trends that may impact their products and services
Senior Customer Service Associate
Serco
11.2014 - 11.2016
- In American Express EDM process for 1 year and 4 months
- Educate customers about current promotions and advertisements
- Demonstrate knowledge of products and services to customers
- Achieved sales target on daily, weekly and monthly basis
- Promoted to Quality Auditor in March 2016
- Worked closely with the client.
Customer Service Associate
Trounce
11.2013 - 11.2014
- In TIMES JOBS process
- Worked closely with the clients and managing the Team of 10 people for more than 6 months
- Being up-to-date on the most current promotions and advertisements, informing clients about prices
- Explained product qualities and characteristics to the customer
- Maintained an updated and accurate understanding of all products and services on sale
- Was “Quality Star” for continuous 7 months
- Handled calls from customers or clients and provide them with a solution to their queries
- Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the Manager and the Client
- Worked with clients and provided general support under direct supervision of Management Consultant
- Identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
- Undertaking responsibilities of removing unnecessary procedures in process for efficient functioning
- Strong and regular interaction based on Customer feedback with the clients.
Education
Bachelor Of Science -
Sabarmati University
Ahmadabad12th - Medical Science
Kendriya Vidhayalaya No.1
Delhi Cantt10th -
Kendriya Vidhyalaya No. 1
Delhi CanttSkills
Team assignments
undefinedTimeline
Senior Quality Analyst
Policy Bazaar
04.2022 - Current
Quality Analyst
Onetwork Global Services
05.2020 - 12.2021
Quality Analyst
Tele, American Express
11.2017 - 02.2019
Senior Quality Analyst
Irexx Technologies Pvt Ltd
01.2017 - 07.2017
Senior Customer Service Associate
Serco
11.2014 - 11.2016
Customer Service Associate
Trounce
11.2013 - 11.2014
Bachelor Of Science -
Sabarmati University
12th - Medical Science
Kendriya Vidhayalaya No.1
10th -
Kendriya Vidhyalaya No. 1
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