Nupur Nayak
Quality Team Leader
New Delhi,DL
Summary
Decisive Quality Team Leader brings excellent leadership, planning and problem-solving abilities honed in work. Reliable in coordinating team assignments and highly responsive to quality issues. Great at spotting trends and preparing detailed reports.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Quality Team Leader
Zomato Media Pvt Ltd
New Delhi, Delhi
06.2015 - 08.2021
- Performs and tracks quality audits performed by inspectors
- Prepare monthly sanitation scorecard for the team
- Provides assistance and training to 20 QA personnel
- Perform chat, email and call audits of each operations team, ensuring the proper documentation and workflow of service requests per internal procedure
- Recommends Quality tracking on Zendesk, Help Scout and Salesforce tool
- Recommends improvements to inspection methods, performance, and product quality
- Supplement monitor allocation performed by quality vendor, focusing on individual support and coaching for low performing agents
- Conduct coaching sessions with associates and provide feedback addressing client service performance, product knowledge and call productivity
- SLA Tracking and Reporting and analysis of service delivery performance metrics
- Assist in utilizing reporting tools that track performance at a department, team and individual level to measure quality rates
- Strong expert knowledge of Microsoft Office products, including Word, Excel, PowerPoint and Microsoft Visio
- Conduct monthly calibration sessions with call center Team and Inhouse Team Leaders to develop scoring consistency and best practices
- Utilize feedback from customers to facilitate improved quality of services being provided
- Monitor and evaluate randomly selected calls, chats and emails to assess associates' service level standards and complete online evaluations of client calls
- Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center
Internship
CMC, TATA Enterprises
Noida, UP
01.2013 - 08.2013
- Installed system-wide hardware components, confirming interoperation and compatibility with Linux-based software distros
Internship
CSIR, Institute Of Industrial Research
New Delhi, DL
07.2012 - 08.2012
- Maintained proper care and storage of diagnostic tools and equipment and tracked inventory
- Provided validation, inspection, repairs and maintenance on clinical biomedical equipment
Internship
NTPC Faridabad
Haryana, HR
07.2011 - 08.2011
- Assessed and restored diesel, gasoline and turbine power units
- Completed tests, troubleshooting and repairs on electrical controls, motors and electricity-generating components
Education
Bachelor of Technology - Electronics And Communication Engineering
Ganga Institute of Technology & Management
Haryana 06.2010 - 07.2014
Skills
Lean Six Sigma Green Belt Certified
Quality assurance
Training
Customer service-focused
Performance improvements
Client relationship building
Onboarding Design
Vendor onboarding
Quality improvement leadership
Certification
Lean Six Sigma Green Belt Certification, KPMG - August 2021
Lean Six Sigma Green Belt Certification
An expert in quality, processes, and efficiency offers a proven track record of success in identifying areas for improvement and formulating/executing initiatives that enhance operational, organizational, and system performance. Mentors team members in industry best practices, Lean Six Sigma methods, and customer service to quickly and effectively address customer concerns, drive regulatory compliance, advance continuous improvement, and create significant cost savings.
Timeline
Quality Team Leader
Zomato Media Pvt Ltd
06.2015 - 08.2021
Internship
CMC, TATA Enterprises
01.2013 - 08.2013
Internship
CSIR, Institute Of Industrial Research
07.2012 - 08.2012
Internship
NTPC Faridabad
07.2011 - 08.2011
Bachelor of Technology - Electronics And Communication Engineering
Ganga Institute of Technology & Management
06.2010 - 07.2014