Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
Divyanshi Kalra

Divyanshi Kalra

Gurgaon

Summary

Customer focused professional with 8+ years of experience in quality domain. Detail oriented professional with extensive experience in quality management, process improvement and operations management. Proven track record in enhancing performance and efficiency using strategic planning and data analysis.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Assistant Manager

Wipro
Gurugram
04.2021 - Current
  • Conduct various process audits as per process and guidelines
  • Prepare findings from the report and share it with the client and the account leadership on daily/ weekly/ monthly, as required
  • Conduct calibration communication to communicate any changes from the client and conduct refresher training to bridge any skill gap due to these changes
  • Responsible for creating reports on quality trends, highlighting areas of improvement, and present findings to management and stakeholders.
  • Closely look at all DSATs to be able to create a consulting framework for client around policies and procedures.
  • Conduct root cause analysis of repetitive issues and propose corrective and preventive action to enhance customer experience and quality.
  • Improved customer satisfaction by addressing and resolving complaints using DMAIC.
  • Coaching scrum teams and works with team using Agile Methodologies.

Sr Associate Quality

WNS Global Services
Gurgaon
02.2019 - 04.2020
  • Respond to internal and external HR related inquiries or requests and provide assistance
  • Employee query tracking and resolution within functional TAT Support on other HR Ops Adhoc processes such as attendance & leave management
  • Managed teams SLAs, RCAs, Reopen Anaylsis and error bucketization.
  • Maintained customer satisfaction with forward thinking strategies focused on addressing customer needs and resolving concerns.
  • Regularly updates the HRIS system(Workday), processing of employee changes such as personal information updates, leaves etc
  • Ensure accurate, in time response and resolution to employees' issues/ grievances within SLA
  • Audit queries on policies, processes, procedures within the SLA

Programmer Analyst

Cognizant
Gurgaon
04.2014 - 06.2016
  • Worked on support tickets for EMEA Region.
  • Writing queries to fetch real-time report as per user request using SQL
  • Worked on the production support
  • Responsible for resolving Request Management tickets within the stipulated SLA.
  • Increased customer satisfaction by resolving complex issues and providing exceptional service at all times.

Education

Bachelor of Science - Computer Science

Shaheed Udham Singh College
Tangori, Mohali
05-2013

Skills

  • Operations Management
  • Root Cause Analysis
  • Process improvement techniques
  • Six Sigma Methodologies
  • SOP Development
  • Continuous Improvement
  • CAPA, Kaizen
  • Scrum Master and Agile Methodologies
  • Pareto Analysis

Accomplishments

  • Received Stellar performer award, ACE Award and transform the organization award in Wipro for SOP development and quality improvement and increase customer satisfaction.

Certification

  • Six Sigma Green Belt Certified
  • Certified Scrum Master

Timeline

Assistant Manager

Wipro
04.2021 - Current

Sr Associate Quality

WNS Global Services
02.2019 - 04.2020

Programmer Analyst

Cognizant
04.2014 - 06.2016

Bachelor of Science - Computer Science

Shaheed Udham Singh College

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Divyanshi Kalra