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
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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