Diksha Shahi
Lucknow
Summary
Results-driven Quality Analyst at Wipro, with proven expertise in compliance auditing, data analysis, and user experience evaluation. Adept at enhancing team performance through targeted training and constructive feedback, consistently meeting quality benchmarks. Committed to maintaining a safe online environment, and ensuring strict adherence to community standards.
Overview
4
4
years of professional experience
Work History
Quality Analyst
Wipro Ltd
Bengaluru
06.2024 - Current
- Conduct regular floor audits, and provide real-time support to ensure adherence to quality standards.
- Facilitate periodic training and coaching sessions based on internal analysis and auditor feedback to enhance agent performance.
- Analyze complex issues to identify patterns and trends, implementing corrective actions to improve service quality.
- Promote consistent use of the knowledge base portal, gather team feedback, and address operational floor issues proactively.
- Monitor and ensure team compliance with client guidelines through detailed audits of agent activities.
- Deliver constructive feedback to team members, fostering continuous improvement and achievement of quality targets.
- Collaborate with cross-functional teams to drive performance improvements and maintain high service standards.
Content Reviewer
Wipro Ltd
Bengaluru,
03.2022 - 06.2024
- Monitored and reviewed user-generated content, including comments, posts, images, and videos, to ensure compliance with community guidelines.
- Identified and removed, or escalated, inappropriate, offensive, or harmful content to maintain platform integrity.
- Analyzed user behavior trends and reported insights to improve content moderation strategies.
- Provided actionable feedback to developers and community teams to enhance user experience.
- Collaborated with customer service teams to resolve user concerns efficiently and empathetically.
- Contributed to a safe and inclusive online environment by enforcing community standards.
- Recommended updates to community policies and guidelines based on evolving user behavior and platform needs.
Education
MCA - Information Technology
Babu Banarsi Das University
Lucknow06-2020
BCA - Information Technology
Babu Banarsi Das University
Lucknow06-2018
Skills
- Quality assurance and auditing: expertise in quality assurance processes, compliance auditing, and performance monitoring
- Data analysis: skilled in interpreting data to drive insights and improve operational efficiency
- Quality management: Proven ability to manage and maintain high standards of quality across teams and processes
- Adaptability and flexibility: quick to adjust to changing environments and team dynamics
- Commitment to excellence: strong dedication to maintaining quality benchmarks and continuous improvement
- Communication: effective written and verbal communication skills for cross-functional collaboration
- Performance monitoring: experience in tracking agent performance and delivering actionable feedback
- Technical proficiency: Proficient in Microsoft Excel and PowerPoint for reporting and presentations
- Team collaboration: strong team player with a focus on shared goals and collective success
Timeline
Quality Analyst
Wipro Ltd
06.2024 - Current
Content Reviewer
Wipro Ltd
03.2022 - 06.2024
MCA - Information Technology
Babu Banarsi Das University
BCA - Information Technology
Babu Banarsi Das University