Maria Joseph
Sr. Quality Analyst
Summary
Dynamic and experienced Senior Quality Analyst and Team Leader with a record of over 10 years in client management and team support & leadership. Successfully driving significant enhancements in service delivery and operational efficiency. Expertise lies in effectively managing diverse teams, resolving client escalations, and fostering long-term relationships that elevate client satisfaction. Recognized for outstanding contributions, achieving accolades such as Best Quality Analyst and Team Leader. Committed to continuous improvement, leveraging data-driven insights to optimize processes and enhance team performance. Eager to implement innovative training programs and foster a culture of feedback and collaboration to further elevate team dynamics and engagement.
Overview
11
11
years of professional experience
2018
2018
years of post-secondary education
Work History
Sr. Quality Analyst/Team Leader
ADP INC
09.2017 - Current
- In the current role of Sr. Quality Analyst/Team Leader at ADP, extensive expertise has been developed in managing client relationships and leading teams to enhance service delivery
- Responsibilities include overseeing PSR and PSS Teams, Associate to Client relations, Case Management, Call Quality, Client Meetings, Offline follow-ups, optimizing operational workflows, and ensuring that all client interactions meet high standards of excellence
- Moreover, mentoring team members to cultivate their professional growth and enhance their capabilities is a key focus
- Achieved high client satisfaction ratings through effective management and resolution of client escalations, maintaining a high resolution rate within defined timeframes
- Led initiatives that improved operational efficiency, successfully reducing turnaround times by 50% in client case handling through innovative process improvements
- Developed and implemented comprehensive training programs for new hires, significantly increasing team performance and employee retention rates
- Recognized with awards for excellence, including Best Quality Analyst, Team Leader and SME reflecting a commitment to outstanding client service, team player and leadership
- Leveraged data analysis to drive strategic decisions that enhanced service delivery and improved client outcomes
- Resolved complex customer issues with thorough investigations, providing resolutions that enhanced overall satisfaction rates and brand reputation.
- Developed customized training materials for new hires, promoting rapid onboarding without compromising attention to detail or adherence to quality guidelines.
- Collaborated with cross-functional teams to establish quality standards, ensuring alignment with organizational goals and objectives.
- Developed and maintained quality assurance procedure documentation and coaching with associates and leaders.
- Recorded findings of coaching process, collaborating with Senior Leadership team to implement corrective actions.
Customer Finance Officer
TECH MAHINDRA BUSINESS SERVICES LTD
05.2016 - 08.2017
- As a Customer Finance Officer at Tech Mahindra, responsibilities included managing client accounts and ensuring smooth financial operations
- The role involved direct interaction with clients to address their financial queries and concerns, ensuring a high level of service satisfaction and timely fullfilment of invoices.
- Additionally, analyzing financial data and reporting findings to management played a crucial part in improving financial processes
- Improved client satisfaction through proactive engagement and efficient resolution of financial discrepancies
- Implemented process enhancements that streamlined financial operations, leading to improved accuracy and efficiency
- Collaborated with cross-functional teams to align client financial needs with service offerings, fostering a culture of teamwork
- Mentoring new hires
Sr. Counselor
WESTERN ACADEMY PVT LTD
05.2014 - 05.2016
- During the tenure as a Sr. Counselor at Western Academy, the focus was on providing guidance and support to students
- This role required a deep understanding of student needs and the ability to create tailored educational plans to foster their academic success abroad.
- Engagement with parents and faculty was essential to ensure a holistic approach to student development
- Successfully enhanced student satisfaction by developing personalized support plans that addressed individual needs and suitable courses
- Conducted workshops and seminars to improve student engagement and academic performance
- Collaborated with educators to create a robust support system for students, leading to improved academic outcomes in foreign countries
Education
B.COM -
Savitribai Phule University
03.2014 - 05.2016
HSC - undefined
Maharashtra Board
04.2011 - 02.2013
SSC -
Savitribai Phule University
03-2011
Data Analyst - undefined
EXCELR
02.2024 - 01.2025
Six Sigma - undefined
Simpli Learn
04.2024 - 12.2025
Skills
US Payroll and Taxes
Quality Coach
Client Management
Lean six sigma
Team Leadership
Process Improvement
Data Analysis
Training & Development
Operational Efficiency
Client Satisfaction
Timeline
Six Sigma - undefined
Simpli Learn
04.2024 - 12.2025
Data Analyst - undefined
EXCELR
02.2024 - 01.2025
Sr. Quality Analyst/Team Leader
ADP INC
09.2017 - Current
Customer Finance Officer
TECH MAHINDRA BUSINESS SERVICES LTD
05.2016 - 08.2017
Sr. Counselor
WESTERN ACADEMY PVT LTD
05.2014 - 05.2016
B.COM -
Savitribai Phule University
03.2014 - 05.2016
HSC - undefined
Maharashtra Board
04.2011 - 02.2013
SSC -
Savitribai Phule University