Hi, I’m
Heena Kouser
Senior Quality Analyst
Bangalore
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
years of professional experience
3
years of post-secondary education
Work History
Slice- GaragePreneurs Internet Pvt Ltd. All Rights Reserved.Bangalore
Sr.Quality Analyst
07.2022 - Current
Job overview
- Precise Quality Assurance Manager proficient in all QA operations, policies and procedures
- Experience hiring and developing individual team members
- Committed to thoroughly assessing product quality and manufacturing processes to achieve excellent results and customer satisfaction
- Methodical Quality Assurance Manager with superb problem-solving and analytical abilities.
- 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.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Addressed non-conformance issues, pausing production to correct errors.
- Conducting calibration with internal team to identify process and product gaps.
OMI - Find Your Path Technology Pvt LtdBangalore
Sr.Quality Analyst
05.2021 - 10.2021
Job overview
- Collaborated with stakeholders to identify business needs and data sources
- Created dashboards to monitor and track key performance indicators
- Kept close eye on behavior and emotional responses of clients to address concerns and protect each person from harm
- Identified issues, analyzed information and provided solutions to problems
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Strengthened communication skills through regular interactions with others.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings
- Improved customer satisfaction ratings by analyzing call recordings and identifying areas for improvement
- Maintained detailed records of quality evaluations, providing valuable insights for ongoing performance reviews and improvement initiatives
Kantar OperationsBangalore
Quality Analyst
02.2017 - 04.2020
Job overview
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training
- Developed and maintained quality assurance procedure documentation
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity
- Edited, proofed and critiqued internal documents to improve clarity
- Addressed non-conformance issues, pausing production to correct errors
- Monitored KPIs to proactively address bottlenecks and quality issues
- Developed training materials, SOPs and work instructions to supplement new team member onboarding
- Analyzed quality and performance data to support operational decision-making
- Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.
- Boosted first contact resolution rates with thorough analysis of calls and continuous agent training
- Led root cause analysis initiatives that resulted in significant reduction in recurring defects
TNS India Pvt LtdBangalore
Cati Agent
05.2013 - 02.2017
Job overview
- Self-motivated, with strong sense of personal responsibility
- Demonstrated creativity and resourcefulness through development of innovative solutions
- Managed time efficiently in order to complete all tasks within deadlines
- Applied effective time management techniques to meet tight deadlines
- Strengthened communication skills through regular interactions with others
- Paid attention to detail while completing assignments
- Worked flexible hours across night, weekend and holiday shifts
- Organized and detail-oriented with strong work ethic
- Acted as team leader in group projects, delegating tasks and providing feedback.
Education
Govt High School
Bacholar Of Arts from History Economic Political Science
06.2017 - 09.2020
Skills
Calls, Email & chats audits
undefinedInitials
HK
Timeline
Sr.Quality Analyst
Slice- GaragePreneurs Internet Pvt Ltd. All Rights Reserved.
07.2022 - Current
Sr.Quality Analyst
OMI - Find Your Path Technology Pvt Ltd
05.2021 - 10.2021
Govt High School
Bacholar Of Arts from History Economic Political Science
06.2017 - 09.2020
Quality Analyst
Kantar Operations
02.2017 - 04.2020
Cati Agent
TNS India Pvt Ltd
05.2013 - 02.2017
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