Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Personal Information
Languages
Timeline
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Kavita Bhumbla

Kharar

Summary

Dynamic Quality Assurance Analyst with a proven track record at TaskUs Pvt. Ltd, excelling in data analysis and effective communication. Spearheaded process improvements that enhanced quality metrics and reduced costs. Renowned for attention to detail and leadership in mentoring teams, driving continuous innovation in QA methodologies.

Overview

6
6
years of professional experience

Work History

Quality Assurance Analyst

TaskUs Pvt. Ltd
Mohali
12.2023 - Current
  • Monitoring: Used quality monitoring system to compile and track individual and team performance.
  • Calibration: Strengthen communication with cross-functional teams, such as developers, product managers, and trainers. Sharing feedback and aligning on quality goals ensures better results.
  • Skill Development: Stay updated with the latest trends in QA methodologies, software tools, and frameworks.
  • Feedback Mechanisms: Implement structured ways to gather feedback from team members, and customers. Use this information to refine processes, and set benchmarks for improvement.
  • Innovate Processes: Propose and lead initiatives, like process audits or compliance checks, to identify inefficiencies. Continuous process innovation can make a significant impact.
  • Report Optimization: Work on streamlining quality reports by including actionable insights, rather than just raw data. This increases the utility of your reports for leadership.
  • Mentorship: Share your knowledge by mentoring junior team members. This not only strengthens your team's capabilities but also showcases your leadership skills.

Quality Assurance

Teleperformance
Mohali
03.2020 - 04.2023
  • Monitored chats and emails made by employees to provide constructive feedback.
  • Performed root cause analysis through five whys.
  • Led new subcase-wise and bay-wise process improvement projects to help operations meet and exceed quality standards, and reduce costs.
  • Developed and maintained quality assurance procedure documentation.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems, or production deficiencies.
  • Collaborated with management to provide training on improved processes, and assisted with the creation and maintenance of quality training.
  • Collected and analyzed activity data, and initiated, developed, and recommended improvements to systems, processes, and procedures to increase productivity and reduce costs.
  • Compiled and distributed weekly feedback to team leaders, managers, and to improve service time and quality while increasing productivity.
  • Lead internal and external calibrations with the training and operations department. Also, lead the client calibration.
  • Developed monthly, end-of-quarter, and other statistical reports for the leadership team and quality improvement programs.

Representative

Daksh Services Pvt.Ltd.
Chandigarh
12.2018 - 03.2020
  • Worked with domestic process for 6 months (handled escalations) and then moved to the international process Onfido as a fraud analyst (needed to identify fraudulent documents).
  • Provided an exemplary level of customer service to clients and company personnel.
  • Analyzed large amounts of data to find patterns of fraud and anomalies.
  • Performed cold calling and follow-ups with leads to secure new revenue.
  • Developed and maintained positive customer relations, and coordinated with team members to properly handle requests and questions.
  • Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
  • Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.

Education

M.sc - IT

HMV college
Jalandhar
05.2017

B.sc - Comp.sc

Khalsa college for women
Amritsar
05.2015

Skills

Technical and soft skills

  • Attention to Detail: Spotting even the smallest errors or inconsistencies
  • Analytical thinking: Breaking down complex processes to identify areas for improvement
  • Data Analysis: Interpreting data to make informed decisions and improve processes
  • Software Tools: Familiarity with QC tools,lean six sigma and power BI to make effective reports for leadership to understand the trending performance of the process
  • Effective Communication: Collaborating with teams and conveying feedback clearly
  • Problem-Solving: Tackling challenges and finding efficient solutions
  • Adaptability: Staying updated with new trends and technologies in QA
  • Leadership: Mentoring junior team members and leading quality initiatives

Hobbies and Interests

  • SPORTS:-TAEKWONDO , Got two GOLD medal in All India inter university 2015 and 2017 respectively. Achieved silver medal in senior national in 2017.
  • Listening music.

Personal Information

Date of Birth: 01/18/95

Languages

Hindi
First Language
Punjabi
Proficient (C2)
C2
English
Advanced (C1)
C1

Timeline

Quality Assurance Analyst

TaskUs Pvt. Ltd
12.2023 - Current

Quality Assurance

Teleperformance
03.2020 - 04.2023

Representative

Daksh Services Pvt.Ltd.
12.2018 - 03.2020

M.sc - IT

HMV college

B.sc - Comp.sc

Khalsa college for women

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Kavita Bhumbla