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
Similar Profiles
Rishika SinghRishika Singh
Data Analyst Intern at Quinte Financial Technologies Pvt LtdData Analyst Intern at Quinte Financial Technologies Pvt Ltd
N.R Rupesh Kumar N.R Rupesh Kumar null
Deposit Operations Specialist at Quinte Financial TechnologiesDeposit Operations Specialist at Quinte Financial Technologies
Himani DungaHimani Dunga
Process Trainer at Quinte Financial TechnologyProcess Trainer at Quinte Financial Technology