MALIKA KUMAR
Faridabad
Summary
Quality analyst with proven success in quality assurance and process compliance at British Council. Improved operational efficiency through targeted process improvement initiatives. Accelerated process stabilization through coaching and cross-stakeholder coordination. Developed training materials supporting continuous improvement.
Overview
9
9
years of professional experience
Work History
Quality Analyst
BRITISH COUNCIL
07.2025 - Current
- Managed weekly and monthly MIS reporting, TNI tracking, quality calibration sessions, and agent connect to align performance and processes.
- Facilitated end-to-end transition of new international a new international process for British Council India, creating workflows, documentation, and quality scorecards.
- Developed process-specific training and quality materials, delivering sessions to onboard and guide 60 new agents effectively.
- Helped move the process from hypercare to stable operations ahead of expected timelines through quality monitoring, coaching, and process improvements.
- Received appreciation and R&R recognition for support in process transition, agent readiness, and faster stabilization.
- Helped accelerate the process from hypercare to stable operations ahead of expected timelines through quality monitoring, coaching, and process improvements.
- Received appreciation and R&R recognition for contributions to process transition, agent readiness, and accelerated stabilization.
Operations
BRITISH COUNCIL
01.2023 - 06.2025
- Managed end-to-end IELTS backend operations for candidate and examiner management, payment processing, refunds, and related service needs, ensure seamless workflow.
- Collaborated with stakeholders to resolve operational requests accurately and promptly, adhering to established processes and service standards.
- Facilitated process reassignment and cross-skilling in email and ID verification tasks, enhancing operational flexibility and supporting business continuity.
- Met quality and performance expectations with a 4 rating by accurate work, process adherence, and reliable execution.
Senior Advisor
CONCENTRIX – BARCLAYS PROCESS
02.2022 - 10.2022
- Facilitated customer service interactions for Barclaycard through asynchronous chat platform, and enhancing customer satisfaction.
- Resolved service enquiries, complaints, and customer requests while ensuring adherence to quality standards and process compliance.
- Navigated regulated financial-services environment, delivering accurate and professional customer communication.
Deputy Manager – Operations & Customer Service
AXIS BANK
01.2018 - 01.2020
- Managed banking operations and customer service across assets, liabilities, investments, lending, and foreign exchange services, ensuring seamless service delivery.
- Supervised activities related to investments, lending, Forex card issuance, and currency loading, enhancing operational efficiency.
- Managed customer service requests and monitored daily operations, achieving timely task completion and improved customer satisfaction.
- Supported branch objectives through customer relationship management, service delivery, and operational coordination.
Education
Post Graduate Diploma - Banking Services
Amity University
Bachelor of Business Administration (BBA) -
Manav Rachna Institute
Skills
- Quality assurance and monitoring
- Operations management
- Process compliance and improvement
- Customer experience enhancement
- Banking operations and services
- Complaint resolution
- Stakeholder coordination
- Cross-skilling initiatives
- Attention to detail
- Written communication skills
- Financial services expertise
- Quality and compliance oversight
- Global operations management
- Banking & Financial Services
- Process Management
- Global Operations
- Attention to Detail
- Written Communication
Accomplishments
- Top Performer Quality and Training Team
- Recognised as Top Performer for Highest Productivity in Verification Operations
- Top Quality Performer – Consistently Exceeding Quality Standards
Timeline
Quality Analyst
BRITISH COUNCIL
07.2025 - Current
Operations
BRITISH COUNCIL
01.2023 - 06.2025
Senior Advisor
CONCENTRIX – BARCLAYS PROCESS
02.2022 - 10.2022
Deputy Manager – Operations & Customer Service
AXIS BANK
01.2018 - 01.2020
Post Graduate Diploma - Banking Services
Amity University
Bachelor of Business Administration (BBA) -
Manav Rachna Institute