Japneet Kaur
Chennai
Summary
Results-oriented Quality Analyst with over 6 years of experience spanning quality auditing, consulting, customer service, and sales. Skilled in analyzing call performance, identifying process gaps, and driving continuous improvement through actionable insights. Proven ability to enhance customer satisfaction, optimize team efficiency, and lead cross-functional collaborations to implement impactful process changes. Adept at mentoring teams, managing reports and dashboards, and aligning business strategies with quality standards to drive measurable results.
Overview
7
7
years of professional experience
Work History
Quality Analyst
CaratLane - A Tata Product
04.2022 - Current
- Conducted monthly call audits to evaluate call quality and compliance.
- Delivered personalized feedback to calling executives to enhance communication and service delivery.
- Analyzed call patterns and data to identify process gaps and collaborated with stakeholders to drive improvements.
- Mentored team members to foster a culture of quality and continuous improvement.
- Managed dashboards and generated performance reports to convert raw data into actionable business insights.
Senior Online Sales Consultant
CaratLane, A Tanishq Partnership
04.2021 - 03.2022
- Collaborated cross-functionally to streamline end-to-end order processing.
- Monitored daily metrics for online deliveries and in-store pickups to ensure timely fulfillment and customer satisfaction.
- Conducted comprehensive On-the-Job training for new hires, focusing on process flow and policy compliance.
- Coordinated with internal teams to address and resolve issues related to product quality, manufacturing delays, refunds, and logistics.
- Recognized for delivering exceptional service and driving continuous process improvements.
Online Consultant
CaratLane, A Tanishq Partnership
07.2018 - 03.2021
- Provided exceptional customer service while expanding market knowledge.
- Prioritized customer retention and satisfaction in the online sector.
- Developed deep expertise in the jewelry market, improving customer experience and loyalty.
Education
Master of Arts - Human Resource Management
M.O.P Vaishnav College
Chennai, India03.2018
Bachelor of Commerce - Corporate Secretaryship
M.O.P Vaishnav College
Chennai, India03.2016
Higher Secondary - Commerce
G R T Mahalakshmi Vidyalaya
Chennai, India05.2013
Skills
- Dispute Tracking & Handling
- Data Analysis
- Quality Auditing
- Process Improvement
- Google Sheets
Awards
Ace award for functional excellence in 2019 -2021
Internship
- HR internship at CaratLane, A Tanishq Partnership January 2018 - March 2018
- HR intership at Radisson Blu January 2016 - February 2016
L A N G U A G E S
- English
- Hindi
- Tamil
- Punjabi
S O F T S K I L L S
- Customer Engagement
- Effective Communication
- Team Leadership
- Training & Development
- Process Improvement
Timeline
Quality Analyst
CaratLane - A Tata Product
04.2022 - Current
Senior Online Sales Consultant
CaratLane, A Tanishq Partnership
04.2021 - 03.2022
Online Consultant
CaratLane, A Tanishq Partnership
07.2018 - 03.2021
Master of Arts - Human Resource Management
M.O.P Vaishnav College
Bachelor of Commerce - Corporate Secretaryship
M.O.P Vaishnav College
Higher Secondary - Commerce
G R T Mahalakshmi Vidyalaya
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