Nemika Bhatia
Senior Quality Lead
Noida
Summary
Focused Quality Manager with a 9-year background in implementing and developing improvement processes through collaboration with cross-functional teams. First-rate computer, analysis and research skills. Specialties include achieving set targets, generating new strategies, and maintaining accurate records.
Overview
17
17
years of professional experience
Work History
Senior Lead - Quality
DocOnline Health India Pvt Ltd
11.2024 - Current
- Developed and implemented quality standards, policies, and procedures to ensure consistency and compliance.
- Designed audit protocols based on audit trails to align with customer service industry standards.
- Generated monthly and weekly reports for comparative analysis at both team and individual levels.
- Oversee regular audits of voice interactions to evaluate adherence to company standards and industry regulations.
- Conduct root cause analysis of quality issues and drive corrective actions to address performance gaps.
- Formulated strategic improvement plans to enhance overall quality.
- Conducted weekly feedback sessions to provide audit observations and performance scores.
- Conduct trend analysis to identify recurring issues and opportunities for process improvements.
- Provide actionable insights to senior management on quality performance and areas for development.
- Ensure that all voice interactions comply with company policies, and customer service guidelines.
Lead Executive - Operations
GenLeap Ecosystem Private Ltd.
11.2022 - 06.2024
- Manage end-to-end order fulfillment process leading team of 14 Counselors, including customer communication, Personality session and Career session completion
- Audit client conversations across various communication channels
- Establish quality standards and conduct audits for all processes
- Managed attendance including planned and unplanned shrinkage for smooth commencement of scheduled sessions
- Collaborate with Sales, Operations, Customer Success, and Marketing departments on new projects
- Monitor counselor progress and adjust treatment plans as required
- Develop and enforce new strategies to meet process demands
Counselor/Coach
Mas Callnet Pvt. Ltd (Genleap)
03.2022 - 10.2022
- Managed a team of 15-20 counselors dealing with customers in India & abroad
- Created custom solutions based on customer needs
- Collaborated with multiple departments for effective client management
- Monitored client progress and adjusted treatment plans accordingly
- Implemented new strategies to meet process demands
Virtual Assistant - Lead
Taurus Technology (US Healthcare)
03.2022 - 10.2022
- Coordinated with a team of 9 analysts for credentialing medical professionals in the US
- Conducted Google searches to verify licenses on government websites
- Managed daily tasks assigned on Airtable
- Prepared weekly reports on completed targets
- Assisted with ad hoc applications and communicated with providers via email
Sr. Executive - Collections
EXL Services Ltd.
07.2013 - 02.2016
- Handled B2B collections for a UK-based energy company
- Handling most of the critical accounts with an average AR of above 90%
- Working closely with the end customer AP (Account Payable) for resolving disputes and collecting invoices
- Respond to internal and external stakeholders on timely manner
- Conducted client calls and conferences related to software trainings (SAP) and CSAT
- Maintained high customer satisfaction ratings
- Mentored new associates and conducted mock call sessions
Inbound Sales Representative
Intelenet Global Services
12.2008 - 01.2010
- Key responsibilities include managing travel bookings for customers across the globe
- Attending by weekly conferences with the client
- Managing quality standards as per client SLA
- Developing the continuous process improvement
- Mentor new Associates on the floor / conduct mock call sessions
Collections Executive
Barclays Shared Services
02.2008 - 10.2008
- Handling B2B and B2C Credit Card Collections for a leading UK National Bank
- Ensuring that debts are collected in a legal and fair manner
- Communicating with customers to negotiate payment plans and settle debts in timely manner to avoid the debt becoming delinquent
- Ensuring the debts are accurately reported to the credit bureaus
- Maintaining Balance Transfer Targets
- Developing continuous process improvement
Education
Bechelor of Commerce -
Shobhit University
Meerut, India 04.2001 -
Skills
MS Office
Google Suite
Statistic Analysis
MS Excel
Statistical analysis skills
Quality planning
Total quality management
SAP
Time management
Strategic planning
Team leadership
Decision-making
Timeline
Senior Lead - Quality
DocOnline Health India Pvt Ltd
11.2024 - Current
Lead Executive - Operations
GenLeap Ecosystem Private Ltd.
11.2022 - 06.2024
Counselor/Coach
Mas Callnet Pvt. Ltd (Genleap)
03.2022 - 10.2022
Virtual Assistant - Lead
Taurus Technology (US Healthcare)
03.2022 - 10.2022
Sr. Executive - Collections
EXL Services Ltd.
07.2013 - 02.2016
Inbound Sales Representative
Intelenet Global Services
12.2008 - 01.2010
Collections Executive
Barclays Shared Services
02.2008 - 10.2008
Bechelor of Commerce -
Shobhit University
04.2001 -
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