Neelam Jha
Kolkata
Summary
Quality Analyst with expertise in process improvement, data analysis, and quality audits. Proficient in Six Sigma methodologies with a track record of enhancing product quality and implementing effective testing strategies. Experienced in driving efficiency through process optimization and delivering impactful training programs that improve communication skills across diverse audiences.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Quality Analyst Speacialist& Communication Trainer
Tata consultancy services
Kolkata
05.2016 - Current
- Designed comprehensive training programs to improve communication skills across diverse audiences.
- Facilitated workshops emphasizing effective verbal and non-verbal techniques.
- Guided junior trainers on delivery methods and participant engagement practices.
- Conducted assessments to evaluate training impact based on participant feedback.
- Organized interactive coaching sessions to refine individual communication styles.
- Drafted reports detailing trainee progress after each module completion.
- Collaborated with teams for process improvements based on quality audits.
- Implemented corrective actions to enhance overall product quality compliance.
Quality Analyst
Concentrix PVT LTD
Kolkata
01.2011 - 02.2016
- Maintained quality standards of handled processes according to specified parameters.
- Ensured effective resolution of raised issues to enhance operational efficiency.
- Audited call volume and provided feedback to agents for continuous improvement.
- Participated in call calibrations to stay informed about process changes.
- Collaborated with team members, fostering a proactive environment to motivate agents.
- Implemented necessary changes for ongoing process improvement initiatives.
- Analyzed data and generated reports to assess process trends as needed.
Branch Team Lead
Shradha Financial Services
Kolkata
06.2008 - 12.2010
- Developed new client base through strategic sales initiatives and partnerships.
- Served as escalation point for business-critical support issues, ensuring prompt resolution.
- Supported head office in executing events and customer loyalty programs effectively.
- Engaged extensively with existing clients to promote product lines and secure repeat business.
- Conducted market intelligence gathering, providing actionable feedback to relevant departments.
- Delivered on-the-job training to team members, enhancing overall performance.
- Enhanced post-sales customer satisfaction using streamlined CRM processes.
- Generated revenue through upselling initiatives and customer loyalty programs.
Senior Process Associate
Wipro
Kolkata
10.2006 - 05.2008
- Handled inbound calls for HP, addressing customer queries and complaints regarding sales and services.
- Provided detailed information on new products and offers during company launches.
- Resolved hardware and software issues for customers, routing calls to appropriate departments.
- Generated revenue through effective cross-selling of HP products to customers.
Telemarketing Executive
ABACUS FINANCE
Kolkata
11.2003 - 10.2006
- Scheduled appointments for sales executives with prospective life insurance clients.
- Maintained an organized database of all clients to track interactions and policies.
- Updated existing clients regarding new policy offerings and changes.
Education
Bachelor of Arts - English Hons
Calcuta University
West Bengal04-2003
Skills
- Continuous improvement and process enhancement
- Corrective action planning
- Audit and compliance
- Time management
- Interpersonal communication
- Team collaboration
- Customer relationship management
- Effective feedback mechanisms
- Verbal communication
- Attention to detail
- Problem solving
- Quality assurance audits
- Training development
Accomplishments
- Awards for Excellence, Contextual Master Award, Awards for Excellence, July 24, 2024
- Awards for Excellence, Star of the Month Award, Star Awards, 15 Mar 2024
- Beyond Performance Awards, Feedback Enthusiast Certificate, Career Management Awards, 07 Sep 2023
Certification
- Certified Business Analyst Training Certification
- Lean Bronze (TCS internal certification)
Languages
Hindi
First Language
English
Advanced (C1)
C1
Affiliations
- I love to pen down my random thoughts via content writing in my social media blogs
- Reading fictional content in my free time is also my easing therapy
Timeline
Quality Analyst Speacialist& Communication Trainer
Tata consultancy services
05.2016 - Current
Quality Analyst
Concentrix PVT LTD
01.2011 - 02.2016
Branch Team Lead
Shradha Financial Services
06.2008 - 12.2010
Senior Process Associate
Wipro
10.2006 - 05.2008
Telemarketing Executive
ABACUS FINANCE
11.2003 - 10.2006
Bachelor of Arts - English Hons
Calcuta University
Similar Profiles
Vrunda ChindhadeVrunda Chindhade
HR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services LimitedHR Manager at Tata Consultancy Services, TCS, Tata Consultancy Services Limited
Sreya BasuSreya Basu
Procare Analyst at Tata Steel(Tata Consultancy Services)Procare Analyst at Tata Steel(Tata Consultancy Services)
Arun VArun V
Program Manager at Tata consultancy services | Financial Ombudsman ServicesProgram Manager at Tata consultancy services | Financial Ombudsman Services
Naimish AgnihotriNaimish Agnihotri
Assistant Delivery Manager at Tata Consultancy Services, Global Shared ServicesAssistant Delivery Manager at Tata Consultancy Services, Global Shared Services
ASWINI KUMAR SHARMAASWINI KUMAR SHARMA
Associate General Manager – Procurement at AMPIN Energy Transition Pvt. Ltd.Associate General Manager – Procurement at AMPIN Energy Transition Pvt. Ltd.