Monika Verma
Delhi
Summary
Experienced leader with a strong track record of improving quality scores, reducing errors, and enhancing team performance. Seeking a challenging leadership position to apply creative problem-solving and fine management skills in order to help a growing company achieve optimum resource utilization and maximize profits. Recognizing dedication and professionalism as essential prerequisites for success.
Overview
6
6
years of professional experience
Work History
Quality Specialist
Quinte Financial Technologies (US Banking)
12.2021 - 07.2024
- Designed and delivered training programs for new hires and existing staff.
- Created training materials and documentation to support ongoing learning.
- Monitored training effectiveness and made adjustments based on feedback and performance data.
- Conducted regular audits and assessments to ensure compliance with quality standards. (Inbound, Outbound, Email, Chat)
- Preparing daily reports and dashboards for the team.
- Deliver coaching and feedback to the agents through email, one 0 one.
- Providing regular suggestions and observations to keep the audit sheet updated
- Conducting sessions with the agents and team members on weekly and monthly basis
- Identifying the loopholes and present them to management and clients for process improvement
- Conduct and evaluate customer feedback surveys
- Provided customer feedback and internal compliance feedback to management
- Implemented agent training and coaching initiatives
- Gathers, organizes, and audits various data from multiple sources for various projects including data entry
- Conducting Calibration with Operations and Training team (Internal and External)
- Reduced customer complaints by streamlining the complaint resolution process and addressing root causes of issues.
- Enhanced team performance through regular training sessions and knowledge sharing, resulting in an increase in overall efficiency.
Quality Analyst
Teleperformance -SBIC
01.2020 - 12.2021
- Performing Voice, Chat and Email audits as per the process definitions
- Preparing daily reports and dashboards for the team
- Deliver coaching and feedback to the agents through email
- Providing regular suggestions and observations to keep the audit sheet updated
- Conducting sessions with the agents and team members on weekly and monthly basis
- Identifying the loopholes and present them to management and clients for process improvement
- Conduct and evaluate customer feedback surveys
- Provided customer feedback and internal compliance feedback to management
- Implemented agent training and coaching initiatives
- Gathers, organizes, and audits various data from multiple sources for various projects including data entry
- Conducting Calibration with Operations and Training team
- Evaluated vendor performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Created and revised procedures, checklists and job aids to reduce errors.
Line- Quality Analyst
Teleperformance (Etisalat-UAE-Telecom)
08.2018 - 01.2019
- Performed contact call center monitoring, evaluated and reported all agents within regional territory
- Actively used quality management system to compile, track and trend agent performance
- Communicated with center leadership and Corporate Customer Service Team and socialized to observed performance gaps
- Analyzed call trends and identified agent and call center training opportunities and provided recommendations to management.
Collection and Retention Process (CCE-Etisalat)
Teleperformance (Etisalat-UAE-Telecom)
08.2018 - 01.2019
- Taking Inbound and out bound calls
- Handing customer related to telecom retention
- Maintaining quality score 100%
- Handled supervisor call
- Completing the collection targets.
Education
Skills
- Data-driven decision-making
- Quality Assurance and Control
- Training and Development
- Process Streamlining
- Training Management
- Process Improvement
- Quality Assurance
Additional Qualifications
Diploma in computer software (Aptech)
Personal Information
- Father's Name: Mr. Sohan Lal Verma
- Date of Birth: 02/16/87
- Nationality: Indian
- Marital Status: Married
Timeline
Quality Specialist
Quinte Financial Technologies (US Banking)
12.2021 - 07.2024
Quality Analyst
Teleperformance -SBIC
01.2020 - 12.2021
Line- Quality Analyst
Teleperformance (Etisalat-UAE-Telecom)
08.2018 - 01.2019
Collection and Retention Process (CCE-Etisalat)
Teleperformance (Etisalat-UAE-Telecom)
08.2018 - 01.2019
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