Nilima Deep Ruparel
Thane, GB Road
Summary
I intend to build a career in a leading corporate with a good working environment with committed & dedicated people, which will help me to explore myself fully and realize my potential. Willing to work as a key player in a challenging & creative environment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Quality Manager
Quess Corp Limited
Thane
08.2022 - Current
- Responsible for Quality Function, Defining Quality Procedures to the Process.
- Work closely with Ops & stakeholders to achieve qualitative targets specified by the client
- Ensured effective implementation of corrective actions to resolve any identified issues or discrepancies in a timely manner - RCA and process restructuring for ease of client servicing
- Ensure the quality reviews conducted as per the defined timelines
- Worked on projects like AHT reduction, NPS Enhancement, Impact Analysis, Business/Opportunity loss Analysis
- Need to liaise with Operations, training, and Quality Team for Business intelligence/Value add for Process improvement
- Coordinating with the Internal and External Stakeholders for effective implementation of QMS
- Performed internal audits of production processes to identify areas of improvement and non-conformities
Deputy Manager – Quality
IDFC First Bank
Navi Mumbai
09.2021 - 07.2022
- Ensuring continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction
- Identify opportunities for improving customer experience across the Contact Center value chain through avenues like Customer Complaints, Audits, and Assurance
- Identify and work on solutions to fix gaps and work on identified improvement areas through RCA of Social Media Desk
- Liaise with the Product Team for updating the Process SOPs
- Successfully completed the certification on COPC & Six Sigma Green Belt
Senior Quality Team Leader
Conneqt Business Solutions Ltd.
Navi Mumbai
12.2019 - 08.2021
- Worked for Union Bank of India Customer Service – Inbound, EFRM, and Dial-a-Loan process. Handled 13+ QAs
- Prepared digital Quality Induction module, which would help for smoother training & Call Quality Requirements
- More emphasis on the digital module for the Daily Briefing on the New Updated - Project initiated for Ready Reckoner, Prepared TNI
- Responsible for improving customer experience during each connect and reducing customer grievances through MCL and ATA process
- Improved the process Quality Score – Run project on FMEA (Failure Mode Effect Analysis)
- Preparing MBR, QBR, Review data and giving Reviews on weekly basis (Internal/External)
Senior Quality Analyst
Toppr Technologies Pvt Ltd.
02.2017 - 12.2019
- Managed Chat/Email/Inbound/Telesales piece wherein, Handled Jr QA’s and trained them for the processes (Inbound & Outbound) - Governance
- Conducted Quality Certification on Pan India Level for Business Development Executives and Calibration with stakeholders
- Conducted assessment for QAs while they conduct quality briefing and tape Review sessions
- Monitoring calls and providing feedback, Conducting Quality Induction for all the assigned BDEs
- Effectively Coordinate with the Team Members and other departments as well, Motivational activities initiated along with refresher training
- Analysis of Daily, weekly & monthly data pertaining to Quality, Productivity, Escalations & CSAT
Subject Matter Expert
WNS Global Services
Mumbai
12.2015 - 09.2017
- Managed Customer Experience desk then L2 / Escalation desk at Flipkart.com
- Within 7 months got promoted at supervisor level
- Coached trainees in absence of respective trainer, OJT management to ensure the delivery of desired customer experience
- Provided subject matter expertise and guidance to cross-functional teams in the development of new products
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels
- Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly
Executive
Firstsource
Airoli
10.2014 - 10.2015
- Worked as Executive in Airtel Collection process
- Analyzed financial data to identify areas of cost savings and revenue growth, which ensures always topping the chart.
Education
B.Sc. -
01.2017
H.S.C. -
01.2012
S.S.C. -
01.2010
Skills
- Quality Management System
- Analytical mindset
- SOP Development
- Performance monitoring
Certification
- Six Sigma Green Belt Certification – from Benchmark 6ix Sigma.
- Certified Customer Service Operations Performance (COPC) - IDFC First Bank
- MS-CIT Certified with Distinction
Languages
English, Hindi, Marathi, Gujrati
Disclaimer
I hereby declare that the above furnished information is true to my knowledge.
Timeline
Quality Manager
Quess Corp Limited
08.2022 - Current
Deputy Manager – Quality
IDFC First Bank
09.2021 - 07.2022
Senior Quality Team Leader
Conneqt Business Solutions Ltd.
12.2019 - 08.2021
Senior Quality Analyst
Toppr Technologies Pvt Ltd.
02.2017 - 12.2019
Subject Matter Expert
WNS Global Services
12.2015 - 09.2017
Executive
Firstsource
10.2014 - 10.2015
B.Sc. -
H.S.C. -
S.S.C. -
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