Preeti Kumari Dubey
Najafgarh
Summary
Experienced professional with a strong foundation in product quality assurance and process improvement. Proficient in leading QA initiatives and driving continuous improvement projects. Demonstrated expertise in root cause analysis and fostering cross-functional collaboration. Committed to delivering exceptional results with a focus on efficiency and customer satisfaction.
Overview
10
10
years of professional experience
2016
2016
years of post-secondary education
2
2
Certificates
Work History
Senior Quality Analyst
Wipro
12.2021 - Current
- Call Monitoring and Evaluation: Evaluate customer interactions calls, based on quality standards. Ensure compliance with company policies, client requirements, and industry standards.
- Feedback and Coaching: Provide coaching in QMS tool and in email as well.
- Performance Reporting: Generate and share reports on key metrics like call quality, customer satisfaction, and agent performance.
- Process Improvement:Recommend and help implement improvements to workflows and call handling procedures.
- Root Cause Analysis: Investigate the underlying causes of performance issues or customer complaints. Collaborate with teams to resolve issues and prevent recurrence.
- Prepared reports and presentations to communicate campaign performance and ROI to stakeholders
- Leveraged strong analytical skills in monitoring performance statistics against established benchmarks, identifying opportunities for targeted improvements in specific areas.
Quality Evaluator
Concentrix Daksh Pvt. Ltd.
07.2015 - 10.2021
- Evaluated customer service interactions to ensure adherence to company policies and quality standards
- Provided detailed feedback and coaching to customer service representatives to improve performance and customer satisfaction
- Analyzed data and trends to identify areas for improvement in processes and procedures
- Collaborated with team leaders and managers to develop training materials and initiatives based on evaluation findings
- Contributed to the development and implementation of quality assurance strategies and initiatives
- Maintained accurate records and documentation of evaluations and performance metrics
Education
Bachelor of Commerce -
Delhi University
Master of Business Administration - undefined
Symbiosis
Skills
Digital marketing platforms
Certification
Digital Marketing Certification
Accomplishments
- Achieved various awards in RNR like Achievement for distinction award, Best Insights awards etc.
Timeline
Senior Quality Analyst
Wipro
12.2021 - Current
Quality Evaluator
Concentrix Daksh Pvt. Ltd.
07.2015 - 10.2021
Master of Business Administration - undefined
Symbiosis
Bachelor of Commerce -
Delhi University
Dancing, singing, shopping and watching series
NA
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