Monisha Rajalu
Mumbai
Summary
Dynamic professional with a proven track record at Incred Financial, excelling in quality assurance and operational efficiency. Skilled in data analysis and team leadership, I successfully reduced recurring defects through root cause analysis. Committed to enhancing customer service and driving process improvements, I leverage strong decision-making abilities to achieve impactful results.
Overview
6
6
years of professional experience
Work History
Assistant Quality Assurance Manager
Incred Financial
05.2024 - Current
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
- Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
Quality Assurance Analyst
Teleperformance
06.2023 - 03.2024
- Audit calls and provide feedback to Calling agents
- Conduct call calibration internal and
- External calibration with clients
- Prepare reports daily weekly and monthly and publishing
- Extra focus on BQ advisors connect with them on daily basis
- Provide training and conduct quality induction for new agents
- Doing analysis
Customer Service Representative
Teleperformance
03.2019 - 06.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Bachelor In Information Technology - Information Technology
Bright High School
Bhandup 04.2017
Skills
- Customer service
- Money handling
- Team leadership
- Decision-making
Languages
English
Upper intermediate (B2)
Tamil
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Advanced (C1)
Timeline
Assistant Quality Assurance Manager
Incred Financial
05.2024 - Current
Quality Assurance Analyst
Teleperformance
06.2023 - 03.2024
Customer Service Representative
Teleperformance
03.2019 - 06.2023
Bachelor In Information Technology - Information Technology
Bright High School
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