MONIKA SINGH
NOIDA
Summary
Results-driven Training & Quality professional with 9+ years of experience in process optimization, quality assurance, and learning & development. Proven ability to design impactful training programs, streamline operations, and drive performance excellence. Lean Six Sigma Green and Black Belt certified, with strong leadership, stakeholder management, and data-driven decision-making skills.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Associate Program Manager
Zomato
Gurgaon
07.2022 - Current
- Lead training initiatives for Delivery Partners via engaging, live-action learning modules.
- Develop content strategies to enhance training effectiveness and customer experience.
- Drive process improvements to optimize quality metrics, and reduce operational inefficiencies.
- Spearheaded the launch of the One Support dashboard, reducing AHT, and ticket duplicity.
Assistant Manager – Quality & Training
Zomato
Gurgaon
07.2021 - 06.2022
- Designed and implemented quality policies, audit frameworks, and training programs.
- Managed vendor training and quality teams to bridge learning gaps and enhance service delivery.
- Developed SOPs and compliance strategies, ensuring process efficiency and adherence.
- Led initiatives to improve customer satisfaction and team performance.
Team Leader – Operations & Quality
Zomato
Gurgaon
05.2018 - 06.2021
- Managed operations, quality, and training for vendor sites, ensuring seamless execution.
- Designed SOPs, scorecards, and audit strategies to improve process efficiency.
- Led a team of 15 QAs and 10 operations associates, driving quality and compliance.
- Implemented recruitment and capacity planning strategies for over 500 vendor associates.
Data Analyst
Zomato
Gurgaon
09.2016 - 04.2018
- Developed automated reports, dashboards, and SQL-based data insights for performance tracking.
- Conducted capacity planning and performance analysis to optimize team efficiency.
Associate – Online Ordering Process
Zomato
Gurgaon
01.2016 - 08.2016
- Handled real-time interventions for online orders, ensuring smooth delivery operations.
- Trained new associates on key performance metrics and process best practices.
Education
MBA - Finance & Marketing
Galgotias University
Greater Noida01-2016
B.Com (Hons.) - Commerce
Aligarh Muslim University
Aligarh01-2011
Skills
- Training and Development
- Content Writing
- Quality Assurance and Compliance
- Process Optimization
- Stakeholder and Vendor Management
- Performance Analytics
- Leadership and Team Management
- SOP Design and Implementation
- Lean Six Sigma (Green and Black Belt)
Certification
- Lean Six Sigma Green Belt – Henry Harvin
- Lean Six Sigma Black Belt – Henry Harvin
Timeline
Associate Program Manager
Zomato
07.2022 - Current
Assistant Manager – Quality & Training
Zomato
07.2021 - 06.2022
Team Leader – Operations & Quality
Zomato
05.2018 - 06.2021
Data Analyst
Zomato
09.2016 - 04.2018
Associate – Online Ordering Process
Zomato
01.2016 - 08.2016
MBA - Finance & Marketing
Galgotias University
B.Com (Hons.) - Commerce
Aligarh Muslim University
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