Payal Kalsi
Senior Quality Analyst
Kalka
Summary
Seeking a challenging position to enhance and develop skills, while showcasing abilities and making a meaningful contribution to organizational and personal growth.
Overview
12
12
years of professional experience
8
8
years of post-secondary education
Work History
Senior Quality Analyst
EClerx Services Limited
11.2016 - 02.2025
- Responding to Customer Queries: Answering customer questions in a clear, concise, and professional manner.
- Troubleshooting Issues: Identifying and resolving problems faced by customers, whether technical, product-related, or service-related.
- Maintaining Records: Logging customer interactions and updates in relevant systems for future reference. Managed approximately 100 emails per day.
- Building Customer Relationships: Ensuring customer satisfaction by providing timely and helpful responses.
- Escalating Complex Cases: Forwarding issues to higher-level support or other departments if they cannot be resolved at the email level.
- Following Protocols: Adhering to company policies and guidelines for customer communication.
- Providing Feedback: Sharing customer insights and common issues with relevant teams to improve products or services.
Operations Executive
I care InfoTech
08.2013 - 09.2016
- Prepare & maintaining MIS (Management of Information System) in office on daily basis.
- Tracking logins & issuance of Policies.
- Handling & monitoring pre login verification calls for fresh business proposals. Managed approximately 30 verifications calls.
- Coordinating with regional operations teams & management in various day to day activities.
- Manage operations & quality in achieving the stringent targets set to improve upon the process.
- Established administrative work procedures to track staff's daily tasks.
- Provide training to new team members on MIS tools.
Education
Master's of Computer Applications -
Maharaja Agrasein Institute of Mgt. & Tech.
Jagadhari 08.2007 - 06.2010
Bachelor of Science -
Government Post Graduate College
Kalka 08.2004 - 06.2007
12th -
Govt. Sr. Sec School
Pinjore 04.2003 - 05.2004
10th -
Hindu Girls Sr. Sec. School
Kalka 04.2000 - 06.2001
Skills
Data validation
Team assignments
Documentation skills
Report creation
Data analysis
Data analysis
Quality improvement
Interpersonal skills
Advanced data analysis
Team leadership
Timeline
Senior Quality Analyst
EClerx Services Limited
11.2016 - 02.2025
Operations Executive
I care InfoTech
08.2013 - 09.2016
Master's of Computer Applications -
Maharaja Agrasein Institute of Mgt. & Tech.
08.2007 - 06.2010
Bachelor of Science -
Government Post Graduate College
08.2004 - 06.2007
12th -
Govt. Sr. Sec School
04.2003 - 05.2004
10th -
Hindu Girls Sr. Sec. School
04.2000 - 06.2001
Accomplishments
- Supervised team of 10 staff members.
- Achieved result through effectively helping with Task.
- Achieved Result by completing Task with accuracy and efficiency.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved issue which led to Results.
- Provided product training to new team members and quality check on their task.
Languages
English
Upper intermediate (B2)
Hindi
Bilingual or Proficient (C2)
Punjabi
Bilingual or Proficient (C2)
Interests
Traveling
Listen to Music