Summary
Overview
Work History
Education
Skills
Websites
Additional Information
Awards And Scholarships
Timeline
Generic

Isha Sharma

Quality Auditor &Trainer
Bengaluru

Summary

Results-driven Training & Quality Specialist with over 6 years of experience in quality auditing, training, and process excellence. Proven expertise in developing and executing training programs, conducting audits, ensuring compliance, and improving operational processes. Adept at fostering a culture of continuous learning and collaborating with cross-functional teams to enhance business performance. Skilled in aligning training initiatives with organizational goals to drive efficiency and effectiveness.

Overview

7
7
years of professional experience
5
5
years of post-secondary education
3
3
Languages

Work History

Quality Auditor

Amazon
11.2021 - Current
  • Developed and executed comprehensive more than 25 training programs for new hires and auditors.
  • Designed and delivered effective classroom training sessions, ensuring new hires and existing team members acquired necessary skills and knowledge.
  • Conducted thorough audits on associate-handled contacts to assess the quality of resolutions, ensuring compliance with SOPs and industry best practices.
  • Identified gaps in processes, SOPs, and customer interactions, collaborating with cross-functional teams to implement corrective actions and improve performance.
  • Provided continuous feedback and coaching to trainees, monitoring their progress and ensuring skill development aligned with business objectives.
  • Led quality assurance initiatives, analyzing audit data to drive actionable insights and improve operational efficiency.
  • Fostered cross-functional collaboration by aligning training outcomes with broader business goals and ensuring process adherence.
  • Developed and updated SOP documents and training materials, ensuring relevance and alignment with organizational policies.
  • Served as a liaison between the training department and other business units to identify training needs and optimize learning strategies.
  • Played a key role in employee engagement by organizing development activities that improved morale and enhanced workplace culture.
  • Educated and oriented employees to improve compliance with quality control protocols.

HR Assistant

Amazon
08.2020 - 11.2021
  • Answered employee queries one-to-one while maintaining successful partnerships with HR Business Partners, Benefits, Stocks, Payroll, Talent Management, and Operations partners to find solutions for customers while providing a world-class employee experience.
  • Maintained confidential employee files and records, ensuring compliance with data protection regulations.
  • Coached all global employees regarding various company policies. Prepared new hire orientation materials and facilitated orientation sessions.
  • Conducted training needs assessments and implemented learning solutions for global teams, aligning with business objectives.

Seller Support Associate

Amazon
10.2017 - 03.2020
  • Corresponded with all global clients through emails and calls to help them better understand the company's policies,
  • Demonstrated strong customer handling and conflict resolution skills, striving to meet clients' expectations.
  • Managed accounts for global partners and identified opportunities to enhance on-boarding, growth, and management processes.
  • Maintained accurate and detailed documentation of seller interactions, inquiries, and resolutions in internal systems.
  • Analyzed team performance as a mentor, identifying root causes and providing coaching for improvement.
  • Mentored new hires in the team, offering feedback and coaching

Education

MBA - Human Resource Management

NMIMS
Bengaluru
05.2021 - 05.2023

B.com in Commerce -

Guru Nanak Dev University
Amritsar
05.2014 - 05.2017

Skills

  • Cross-Functional Stakeholder Collaboration

  • SOP Development

  • Coaching & Feedback

  • Performance Assessment

  • Process Efficiency

  • Data Analysis

  • On-the-Job Training

  • Training Program Development

  • Mentorship & Development

  • Cross-Functional Stakeholder Collaboration

Websites

Additional Information

Audit & Efficiency Enhancement Drive:
Spearheaded rigorous audits of operational processes, resulting in 100% compliance with regulatory standards and company policies; reduced errors by 15% and improved operational efficiency by implementing streamlined processes.
Own it Model:
Developed and implemented over 25 global training programs, resulting in a remarkable 20% reduction in the time required for new hires to achieve competency.

Awards And Scholarships

  • Deep Dive Champion for Process Knowledge – Recognized for outstanding expertise in process knowledge, ensuring adherence to best practices and driving operational efficiency.
  • Team Performance Improvement Award – Acknowledged for significant contributions in enhancing team performance through quality audits and targeted training initiatives.
  • Rewards and Recognition for Best Performance – Honored for consistently exceeding performance expectations and demonstrating excellence in training and quality assurance.
  • Ultimate Fighting Genius (Subject Matter Expert) – Recognized as a Subject Matter Expert across all Amazon Bangalore sites, leading training programs and process improvements.

Timeline

Quality Auditor

Amazon
11.2021 - Current

MBA - Human Resource Management

NMIMS
05.2021 - 05.2023

HR Assistant

Amazon
08.2020 - 11.2021

Seller Support Associate

Amazon
10.2017 - 03.2020

B.com in Commerce -

Guru Nanak Dev University
05.2014 - 05.2017

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Isha SharmaQuality Auditor &Trainer