Dipika Shetty
Thane
Summary
Results-oriented QA Analyst with 7+ years of experience in content moderation and quality assurance. Proven expertise in conducting audits, driving process improvement, and providing team training. Skilled in preparing impactful presentations and delivering valuable insights to enhance operational efficiency. Seeking an opportunity to leverage skills in a dynamic organization that values innovation, teamwork, and excellence.
Overview
9
9
years of professional experience
Work History
QA Analyst (CTM)
Accenture Pvt Ltd
04.2022 - Current
- Managing activities such as top impacted policy presentations, delivering strategic insights to inform decision-making.
- Conducting QA checks for final files and oversaw the RPA audit queue, ensuring adherence to quality standards.
- Preparing and presenting RPA-RCA of OP's slides, effectively communicating findings and recommendations to stakeholders.
- Handling error dispute files, ensuring timely resolution and maintaining compliance with company policies.
QA Analyst (PVIL Plurality)
Accenture Pvt Ltd
01.2021 - 04.2022
- Served as a QA Analyst for PVIL Plurality, overseeing quality assurance processes and content moderation.
- Managed activities including top impacted policy presentations, delivering critical insights to enhance team performance.
- Conducted QA checks for final files and managed the RPA audit queue to ensure compliance with quality standards.
- Prepared and executed RCA live audits, facilitating root cause analysis to drive improvements.
- Provided insights to enhance wiki examples, contributing to the refinement of knowledge resources.
- Engaged in experimental queue projects, testing new methodologies and processes for quality assurance.
- Facilitated sessions with team members for query resolution, refreshers, live audits, SBS, and feedback, promoting continuous learning and improvement.
Platform Experience Associate
Accenture Pvt. Ltd
10.2017 - 01.2021
- Moderated content in the PVIL Plurality Queue, ensuring compliance with content violation guidelines to maintain quality standards.
- Reviewed ad content rigorously, identifying and addressing violations to uphold platform integrity.
- Resolved complex customer issues, consistently enhancing customer satisfaction through exceptional service.
- Developed and implemented strategies aimed at increasing customer satisfaction and engagement across various channels.
- Established strong relationships with key stakeholders, facilitating effective communication and collaboration across departments and teams.
Senior Customer Service Associate
First Source Pvt. Ltd
12.2015 - 09.2017
- Managed customer queries, complaints, and feedback with professionalism, achieving a 95% customer satisfaction rating.
- Conducted team training sessions that enhanced overall customer service skills, resulting in a 20% increase in customer satisfaction scores and a 15% boost in team productivity.
- Promoted a culture of continuous improvement by regularly soliciting feedback from colleagues on best practices to enhance team performance.
- Resolved customer service issues by effectively applying company processes and policies, ensuring timely updates were provided to customers.
- Coached new team members on service techniques and conducted quality assurance scoring to enhance their skills.
- Escalated issues to appropriate supervisors when standard processes were ineffective, ensuring swift resolution of complex problems.
Education
Bachelor's of Mass Media -
SM Shetty College
Powai01.2016
Skills
- Service Delivery
- People and Process Management
- Quality Auditing
- Data Reporting and analysis
- Collaboration and communication
- Project Planning
- Quality processes
- Quality Improvement
- Project Management
- Performance Assessment
- Audit processes
- Risk Assessment
Accomplishments
- Achieved Encore Award in FY-20, FY-19 as a Reviewer.
- Promoted as QA analyst in 2020.
- Recognized by Management for managing all the ad-hoc work experiment.
- Recognized by Management for delivering high performance.
- Achieved RNR for month of August FY-22.
Hobbies and Interests
- Singing
- Dancing
- Travelling
Timeline
QA Analyst (CTM)
Accenture Pvt Ltd
04.2022 - Current
QA Analyst (PVIL Plurality)
Accenture Pvt Ltd
01.2021 - 04.2022
Platform Experience Associate
Accenture Pvt. Ltd
10.2017 - 01.2021
Senior Customer Service Associate
First Source Pvt. Ltd
12.2015 - 09.2017
Bachelor's of Mass Media -
SM Shetty College
Similar Profiles
Nadir Khazi MohammedNadir Khazi Mohammed
Sr Data Engineer Specialist at accenture Pvt ltdSr Data Engineer Specialist at accenture Pvt ltd
Bharati PBharati P
Data Engineer/PySpark Developer at Accenture Pvt LTDData Engineer/PySpark Developer at Accenture Pvt LTD
Ajay LAjay L
Content Moderator - Trust & Safety New Associate at ACCENTURE PVT LTDContent Moderator - Trust & Safety New Associate at ACCENTURE PVT LTD