Nikhita Thakur Malhotra
Thane
Summary
Aiming to join an organization as a Quality Assurance Specialist, where I can use my skill set to identify areas for improvement and develop strategies for enhancing product/service quality.
Overview
17
17
years of professional experience
Work History
Quality Assurance Specialist
Itsacheckmate
07.2022 - 08.2023
- Primary task to monitor calls, email tickets, and chats
- Provide appropriate feedback and action plan to Agents to help improve overall call quality, Ticket handling, and target performance
- Attend Internal Call Calibrations Sessions to discuss issues and new updates
- Call Monitoring and Ticket auditing are done on a daily basis for 10 per day
- Handled different queues like Onboarding, Go Live, and Enterprise Small Business
- Worked on ZenDesk and FreshDesk to complete the daily audits.
Quality Analyst
Epicenter Technologies
01.2019 - 06.2022
- Band 5
- Primary task to monitor calls and provide actionable insights to Agents
- Provide appropriate feedback and action plan to Agents to help improve overall call quality and target performance
- Attend Internal and External Call Calibrations Sessions to discuss issues and new updates provided by Clients
- Call Monitoring is done on a daily basis of 20 per day
- Handled Collection processes like Outbound, Inbound, Non-consent, Skip trace, and OJTs
- Conducted Mock Call sessions
- Conducted Training and Refreshers of Process Training for Agents
- Conducted daily Briefings and Updates for Agents
- Weekly Deep Checks about Processes with Agents to ensure everyone is aware of the current Process Updates.
Quality Analyst Band 1
Tata Consultancy Services
03.2017 - 12.2019
- Primary task to monitor calls and provide actionable insights to Agents
- Provide appropriate feedback and action plan to Agents to help improve on overall call quality and target performance
- Call Monitoring done on Daily basis of 60 per day
- Evaluation form used from NICE and Nexidia.
Jp Morgan Chase, CCB Collections
05.2009 - 09.2014
- International Credit Card Collections
- Take ownership of each customer while empathizing and prioritizing customers needs
- Resolve conflicts and manage customer expectations
- Customer Focused
- Determine customer needs and provide appropriate solutions through relationship building
- Communication Skills
- Document customer account activities thoroughly and concisely
- Engage in interactive dialogue with customers through active listening
- Problem solver
- Make appropriate decisions on behalf of the customer quickly and effectively
- Additional Job Responsibilities:
- Handled Regulatory Compliance for the Team of 15 people
- Achieved goal of 1 Year of no Compliance for the Team
- Conducted Compliance Refresher for the Team.
Zenta Technologies Pvt Ltd, PHH Collections
12.2007 - 08.2008
- International Mortgage Collections
- Perform skip tracking to locate debtors with incorrect contact information
- Document and maintain all incoming and outgoing collection efforts in accordance with the established standards
- (E.g
- Updated phone numbers, Letters, Mailing addresses, etc.)
- Gather and audit loan documents before foreclosure
- Prepare and send certified foreclosure and legal notices to appropriate parties
- Review, approve and post any collections payments submitted by check, Western Union and check by phone
- Submit reports to all private investors/insurers on loan status updates
- Schedule property inspection and determine property conditions
- Address inquiries and issues of debtors in a timely and professional manner
- Provide excellent and outstanding services to debtors
- Monitor and manage mortgage delinquency reporting activities
- Perform general clerical duties as needed
- Cross-train staff on collection process and procedures.
Zenta Technologies Pvt Ltd, CCB
06.2006 - 08.2007
- Collections – International Credit Card Collections
- Take ownership of each customer while empathizing with and prioritizing customers' needs
- Resolve conflicts and manage customer expectations
- Customer Focused
- Determine customer needs and provide appropriate solutions through relationship building
- Communication Skills
- Document customer account activities thoroughly and concisely
- Engage in an interactive dialogue with customers through active listening
- Problem solver
- Make appropriate decisions on behalf of the customer quickly and effectively
Education
H.S.C - undefined
Maharashtra Board
2004
S.S.C - undefined
Maharashtra Board
2002
Skills
- Problem-Solving Skills
- Remote Video Conferencing
- Internal Audits
- Verbal and Written Communication
- Quality Assurance
- Conduct Call, Email and Chat Monitoring
- Audit Reports
- Support Audits
Languages
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Marathi
Advanced (C1)
Timeline
Quality Assurance Specialist
Itsacheckmate
07.2022 - 08.2023
Quality Analyst
Epicenter Technologies
01.2019 - 06.2022
Quality Analyst Band 1
Tata Consultancy Services
03.2017 - 12.2019
Jp Morgan Chase, CCB Collections
05.2009 - 09.2014
Zenta Technologies Pvt Ltd, PHH Collections
12.2007 - 08.2008
Zenta Technologies Pvt Ltd, CCB
06.2006 - 08.2007
H.S.C - undefined
Maharashtra Board
S.S.C - undefined
Maharashtra Board
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