SHIVALEE P
Quality Analyst
Bengaluru
Summary
Ambitious, Experienced & Enthusiastic Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects. Observes and collaborates with main workforce to understand and streamline standard operating procedures. Innovative in increasing efficiency and eliminating waste. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
Work History
Quality Analyst
Brick & Bolt – Pluck Walk Technologies.Pvt Ltd
03.2023 - Current
- To Audit calls of the inbound LOB - City wise
- Improving customer satisfaction, maintaining service standards, ensuring regulatory compliance, identifying training opportunities, and improving Overall Contact Center operational efficiency.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Strengthened internal communication channels through regular meetings with stakeholders across departments, facilitating seamless information exchange related to quality assurance efforts.
- Agent Engagement, Training and Coaching, Calibration Sessions, Utilization of Technology
- To co-ordinate with the stakeholders and discuss on the Quality performance city wise.
- Tracking and examining call flow, calling patterns, established quality assurance levels, and the rate of call abandonment.
- Conducting quality inspections, audits, and tests to identify defects or problems in products or services
- The systematic methods and procedures to ensure that the services exceed the quality standards and client requirements
- Compliance Monitoring - To focus on the L2 desk/ Escalation desk
Quality Analyst
Ebix cash Global services Pvt Limited
Bangalore
11.2021 - 6 2022
- Perform call monitoring and provides trend data to site management team Monitoring Customer Interactions Calibration Sessions Training and Coaching Agent Engagement Improving Overall Contact Center Efficiency Keeping track of key industry trends Uses quality monitoring data management system to compile and track performance at team and individual levels
- Performs monitors of customer care email responses
- Provides feedback to call centre team leaders and managers
- Prepare and analyze internal and external quality reports for management staff review
- Developed comprehensive training materials for new hires, fostering a culture of knowledge sharing and continuous learning within the team.
Quality Analyst
Finnovation Tech Solutions Pvt Ltd
09.2019 - 03.2021
- Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
- Developed monthly,end-of-quarter and other statistical reports, including analysis for the leadership team and for quality improvement program outcomes studies.
- Collaborated with management to provide training on improved processes and assist with the creation and maintenance of quality training.
- Created and collaborated in the implementation and maintenance of customer complaint log, control plans, work and inspection instructions, local procedures and visual aids and samples.
- Implemented test scripts and recorded results.
- Completed deviation forms and recorded findings of the inspection.
- Process, collaborating with quality team members and department managers to implement procedural remedies.
- Developed and maintained quality assurance procedure documentation.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Provided analytical, planning and coordination support on projects as assigned, reviewing, interpreting, analyzing and illustrating data to stimulate and support enlightened decision making
Team Leader
Aegis Pvt Limited
01.2016 - 01.2018
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows to meet any daily demand.
- Created efficient work schedules for each team member to maintain deadlines and keep shifts properly staffed.
- Defined key performance indicators for agents to define clear, attainable landmarks for performance measurement.
- Incentivized performance metric improvements through various programs and initiatives designed to reward exceptional effort and noteworthy contributions.
- Partnered with LEAP program to train and develop team member skill sets and competencies.
- Mentored junior personnel through onboarding processes and during ongoing training, promoting philosophies of constant improvement.
- Delegated tasks to others on the grooming team Set and managed schedules to give proper coverage to required areas and meet customer service demands.
- Measured team performance and reported metrics to leadership team members.
- Set the overall vision and provided team leadership.
- Oversaw a talented team of 30-50, agents by actively communicating project information, remedying issues and delivering positive feedback.
- Prepared, calibrated and monitored production machinery to maintain optimal production levels and consistently achieve daily targets.
- Developed training, task and process guidelines and communicated clear and concise directions to employees
- Audited and documented all processes and procedures for the new accounts department Provided coaching and counseling to 30-50 employees
Education
Bachelor of Commerce, Accounting And Finance
Bangalore University
Bengaluru, India05.2015
PUC - CEBA - Accounting and Computer Science
Cathedral Composite PU College
High School - SSLC - undefined
Madonna School
Skills
- Materials inspection
- SQL understanding
- Audit Processes
- Data Analysis
- Calibration
- Root Cause Analysis
- Process Improvement
- Quality Management
- Call Volume Analysis
- Customer Complaint Resolution
- Training Material Development
- Report creation
- QA methodologies mastery
- Training implementation
- Quality Improvement
- Operations monitoring
Area Of Expertise
- Supervising
- Ability to motivate people
- Strategic planning
- Risk assessment
- Ease Learner
- Smart worker
- Excellent Communication Skills
- Team Handling
- Good knowledge in MS Office, Outlook, PowerPoint & MS Excel
Personal Information
- Father's Name: Palani Velu
- Date of Birth: 05/27/1994
- Gender: Female
- Nationality: Indian
- Religion: Hindu
Timeline
Quality Analyst
Brick & Bolt – Pluck Walk Technologies.Pvt Ltd
03.2023 - Current
Quality Analyst
Ebix cash Global services Pvt Limited
11.2021 - 6 2022
Quality Analyst
Finnovation Tech Solutions Pvt Ltd
09.2019 - 03.2021
Team Leader
Aegis Pvt Limited
01.2016 - 01.2018
Bachelor of Commerce, Accounting And Finance
Bangalore University
PUC - CEBA - Accounting and Computer Science
Cathedral Composite PU College
High School - SSLC - undefined
Madonna School
Similar Profiles
Sunny RajaniSunny Rajani
Assistant Manager at Brick N BoltAssistant Manager at Brick N Bolt
Astha AryaAstha Arya
Senior Manager - Finance at Pluckwalk Technologies Pvt. Ltd. (Brick & Bolt)Senior Manager - Finance at Pluckwalk Technologies Pvt. Ltd. (Brick & Bolt)
V KarthikV Karthik
Inside Sales Associate at Brick & Bolt Home ConstructionInside Sales Associate at Brick & Bolt Home Construction
Anish SinghalAnish Singhal
SAT, IB HL & SL, IGCSE A & AS Level at Crimson EducationSAT, IB HL & SL, IGCSE A & AS Level at Crimson Education
Hithaishi SHithaishi S
AP Accountant at Adecco India Pvt. Ltd.AP Accountant at Adecco India Pvt. Ltd.