NEHA
ZIRAKPUR
Summary
To work in a place where I can utilize my potential and grow with the organization.
Overview
6
6
years of professional experience
Work History
Quality Assurance
Alorica
03.2023 - Current
- Grading chats to assess quality and adherence to standards
- Leading external and internal calibration sessions to ensure consistency in evaluation criteria across teams
- Leading Weekly Business Review (WBR) meetings to discuss performance metrics, trends, and action plans
- Allocating audits efficiently to ensure comprehensive coverage and timely evaluation of chats
- Conducting weekly and monthly sessions with teammates to provide feedback, coaching, and support for improvement
- Conducting dip checks to identify areas for improvement and implement strategies for enhancement
- Collaborating with team leaders and managers to develop and refine quality assurance processes and procedures
- Generating reports to track performance metrics, trends, and areas for improvement
- Staying updated on industry best practices and trends in quality assurance methodologies to continuously enhance evaluation techniques and approaches
Quality Analyst
Frontizo
05.2022 - 03.2023
- Grading calls on a daily basis to evaluate quality and adherence to standards
- Providing personalized feedback to team members through one-on-one coaching sessions based on chat evaluations
- Actively participating in weekly and monthly calibration sessions to ensure consistency and alignment in evaluation criteria
- Collaborating with team leaders and managers to identify areas for improvement and develop strategies for enhancing chat quality
- Hosting scrubbing sessions and leading case study analyses to identify trends, best practices, and areas for improvement
- Allocating audits efficiently to ensure comprehensive coverage and timely evaluation of chats
- Generating and delivering daily, weekly, and monthly reports to track performance metrics, trends, and areas for improvement
- Maintaining meticulous records of evaluations, feedback sessions, and audit allocations for performance tracking and reporting purposes
Quality Analyst
Taskus
09.2021 - 05.2022
- Assessing chats daily to evaluate quality and adherence to standards
- Providing tailored feedback to team members through individual coaching sessions based on chat evaluations
- Actively participating in weekly and monthly calibration sessions to ensure consistency and alignment in evaluation criteria
- Collaborating with team leaders and managers to pinpoint areas for improvement and devise strategies for enhancing chat quality
- Maintaining meticulous records of evaluations and feedback sessions for performance tracking and reporting purposes
Quality Analyst
Eclerx
08.2019 - 09.2021
- Grading calls on a daily basis to evaluate quality and adherence to standards
- Providing constructive feedback to team members through individual coaching sessions based on call evaluations
- Participating actively in weekly and monthly calibration sessions to ensure consistency and alignment in evaluation criteria
- Collaborating with team leaders and managers to identify areas for improvement and develop strategies for enhancing call quality
- Maintaining accurate records of evaluations and feedback sessions for performance tracking and reporting purposes
Education
B.sc - Airlines Tourism Hospitality & Management
Punjabi University Patiala
01.2017
Class 12th -
Guru Nanak C.G. School
Punjab01.2013
Class 10th -
Naveen M.S.D. Public School
Punjab01.2011
Skills
- Able and willing to accept high level of responsibility
- Ability and dedication to work hard
- Quick learner and highly motivated
- Ms Office
- Internet
- Excel
Languages
- Hindi
- English
- Punjabi
Hobbies and Interests
- Cooking
- Singing
Disclaimer
I hereby declare that the above statements are true, complete and to the best of my knowledge and belief.
Personal Information
- Father's Name: VINOD KUMAR
- Date of Birth: 01/26/97
- Gender: FEMALE
Timeline
Quality Assurance
Alorica
03.2023 - Current
Quality Analyst
Frontizo
05.2022 - 03.2023
Quality Analyst
Taskus
09.2021 - 05.2022
Quality Analyst
Eclerx
08.2019 - 09.2021
B.sc - Airlines Tourism Hospitality & Management
Punjabi University Patiala
Class 12th -
Guru Nanak C.G. School
Class 10th -
Naveen M.S.D. Public School