Oochpreet Singh
Delhi
Summary
Experienced Senior Quality Analyst specializing in data analysis and conflict resolution. Achieved significant improvements in quality scores via effective coaching and feedback strategies. Strong background in team leadership and problem-solving, contributing to increased customer satisfaction and operational performance. Proficient in MS Office and data management tools.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Sr. Quality Analyst
Tech Mahindra- ( Fintech | e-banking)
Noida
11.2024 - Current
- Conducted weekly quality audits and DSAT reviews to enhance operational standards and improve CSAT metrics.
- Delivered actionable feedback to BQ agents, strengthening quality benchmarks and customer satisfaction.
- Resolved team conflicts and clarified processes to maintain service quality and consistency.
- Aligned financial guidelines by addressing customer issues related to KYC and regulatory compliance.
- Published weekly performance dashboards tracking customer resolution, retention rates, AHT, and DSAT audits.
- Prepared monthly Kaizen reports outlining improvements and utilizing QC tools for root cause analysis.
Sr. Quality Analyst
Dyninno Group ( Fintech | Travel)
10.2023 - 09.2024
- Implemented weekly calibrations to align all departments with quality standards.
- Facilitated ATA sessions, reducing evaluation variance from 20% to 4.8% through effective feedback.
- Managed real-time conflicts and synchronized team efforts to foster unified understanding.
- Automated email processes and standardized workflows, increasing daily audit samples by 300%.
- Launched a quality activities calendar, ensuring consistency in sessions and improving scores by 15%.
- Conducted Daily Dip-Checks and issued Updates Bulletin to enhance product awareness among associates.
- Presented regular WBRs and MBRs, deriving insights from statistical reports to support multiple projects.
Quality Analyst
Majorel ( Fintech | Travel)
04.2023 - 10.2023
- Monitored interactions and conducted compliance checks to uphold quality standards.
- Provided constructive feedback and coaching, achieving improvement in quality scores.
- Compiled and analyzed call evaluations to identify trends and areas for enhancement.
- Initiated training programs that boosted team performance by 20% and customer satisfaction by 25%.
Lead Associate - Quality
InterGlobe Technologies ( Fintech | Travel)
01.2021 - 02.2023
- Performed evaluations of call and chat interactions to maintain quality compliance.
- Implemented regular quality improvement sessions for advisors, resulting in 80% enhancement in bottom quartile scores.
- Assessed process documentation in knowledge bank to clarify content for new employees.
- Established quality huddles and training programs, improving first call/chat resolution rates by 10%.
Education
Bachelor of Arts -
Himalayan Garhwal University
Uttarakhand06.2020
Skills
- Problem solving and data analysis
- Attention to detail
- Team management and conflict resolution
- Feedback and coaching
- Microsoft Office proficiency
- Data management and process optimization
- Amadeus and Galileo expertise
- Quality assurance framework development
- Root cause analysis and 7 QC tools
Certification
- Lean Six Sigma Yellow Belt
- ChatGPT & AI: Prompt Engineering for Developers
Languages
- English
- Punjabi
- Hindi
Personal Information
Title: Quality Analyst
Accomplishments
Dyninno Group | Employee of the quarter ( Q2, 2024)
IGT | Green Zone ( Highest Quality)
IGT | Green Zone ( Highest Quality)
Timeline
Sr. Quality Analyst
Tech Mahindra- ( Fintech | e-banking)
11.2024 - Current
Sr. Quality Analyst
Dyninno Group ( Fintech | Travel)
10.2023 - 09.2024
Quality Analyst
Majorel ( Fintech | Travel)
04.2023 - 10.2023
Lead Associate - Quality
InterGlobe Technologies ( Fintech | Travel)
01.2021 - 02.2023
Bachelor of Arts -
Himalayan Garhwal University