Summary
Overview
Work History
Education
Skills
Languages
Hobbies and Interests
Disclaimer
Personal Information
Timeline
Generic

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
Punjab
01.2013

Class 10th -

Naveen M.S.D. Public School
Punjab
01.2011

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
NEHA