PREETI VERMA
Delhi
Summary
To pursue a challenging career in a leading and progressive organization offering opportunities where my skills can put in for the accomplishment of a project and provide motivation, ambiance and cutting-edge technology, and to succeed and achieve my goals, through dedication and hard work to match my abilities and skills with opportunities available.
Overview
10
10
years of professional experience
Work History
Manager- Training & Quality
Adroit Synergy Pvt Ltd
Noida
01.2025 - Current
- Training Development: Design and deliver sales training programs to improve product knowledge, selling techniques, and customer handling.
- Performance Monitoring: Evaluate sales staff performance through assessments, role plays, and feedback.
- Quality Assurance: Monitor calls or sales interactions to ensure compliance with company standards and customer satisfaction goals.
- Process Improvement: Identify skill gaps and suggest improvements to sales processes and training content.
- Reporting: Analyze training outcomes and quality scores; report trends and recommend corrective actions.
- Compliance & Standards: Ensure adherence to regulatory requirements, company policies and ethical standards.
Assistant Manager, Training-Quality, Dell process
Concentrix
Gurugram
10.2023 - 08.2024
- Taken care of quality in Dell Technologies Process
- Leading & mentoring 7 QAs & responsible for their performance, audit targets, attendance, scorecards etc
- Ensuring adherence to quality standards: Supervisors should ensure that all processes and products meet established quality standards and specifications
- Responsible for maintaining accurate records of quality inspections, audits, and corrective actions, as well as providing regular reports to management on quality performance
- Making Quality Dashboards/ Deck for Weekly/Monthly Business Reviews
- Making TNI (Based on Pareto principle) to overcome the major defects of process
- Investigate quality issues, identify root causes, and implement corrective and preventive
Assistant Manager, Training & Quality
Concentrix
Gurugram
12.2021 - 10.2023
- Drove the quality in Scaled Abuse for Google (Youtube) Content Moderation Process
- Responsible for making RCA for given number of cases
- To share and record the feedback to let the agents know about his/her areas of improvements
- Maintain the Quality of the handled process as per the given parameters
- Attend call calibrations & client quality sessions
- Report making for daily, weekly and monthly basis
Senior Quality Auditor
Tech Mahindra
Noida
01.2020 - 12.2021
- Worked for Vodafone Qatar Telecom Process
- To audit the given number of calls (Customer) in sales on a daily basis
- To share and record the feedback to let the Telemarketing executive know about his/her areas of improvements
- Worked on AIM (All Ideas Matter) to enhance the quality of the process and minimizing the defects of the process affecting the customers
- Maintain the Quality of the handled process as per the given parameters in Sales
- Attend call calibrations & call listening sessions
- Report making for daily, weekly and monthly basis
- To make TNI (Based on Pareto principle) to overcome the major defects of process
- To work upon Customer Escalations on email
- To audit the live calls to know whether call handling is as per the VOC and process
Quality Manager
Religare Health Insurance
Noida
12.2018 - 01.2020
- Managed a team of 4 QAs along with multiple quality activities in sales process
- Responsible to train team members on quality control procedures, standards, and best practices to enhance their skills and knowledge
- Conducting regular inspections and audits to identify defects, non-conformities, and areas for improvement
- Investigating quality issues, identify root causes, and implement corrective and preventive actions to address them effectively
- Monitor customer feedback and satisfaction levels, and take proactive measures to address any issues or concerns related to product quality
Senior Quality Auditor
Bharat Matrimony
Delhi
08.2018 - 12.2018
- Worked for matrimony process for improving the call quality
- To audit the given number of calls (Customer) in sales on a daily basis
- To share and record the feedback to let the Telemarketing executive know about his/her areas of improvements
- Attend call calibrations & call listening sessions
- Report making for daily, weekly and monthly basis
- To conduct Team sessions, quality sessions & Mock call certifications of new batches
- Bring in necessary changes to the process and constant updating of call center core process by conducting sessions and refreshers
- Satisfy the customer with quality of delivery of the team of agents
- Ensure appropriate & effective resolution has been made to the issues raised
- To be a team player with proactive approach
- To share the feedback for the whole process and take steps to improve the process by escalating the shortcomings to the Training department and conducts training
Quality Analyst
Intelenet Global Services
Delhi
05.2015 - 08.2018
- Worked for Snapdeal Process (e-commerce platform) for voice and email
- To audit the given number of calls (Customer) in sales on a daily basis
- To conduct Team sessions, quality sessions & Mock call certifications of new batches
- Attend call calibrations & call listening sessions
- To share and record the feedback to let the Telemarketing executive know about his/her areas of improvements
- Preparing report for daily, weekly and monthly basis
- Bring in necessary changes to the process and constant updating of call center core process by taking session
- Worked on AIM (All Ideas Matter) to enhance the quality of the process and minimizing the defects of the process affecting the customers
Education
Master of Science - Environmental Science
Bundelkhand University
Jhansi08-2009
Bachelor of Science - Environmental Science
Kalindi College, Delhi University
Delhi01.2006
Skills
- Project Management
- Automated Delivery of feedback
- Technical Expertise
- MS Excel
- Google Spreadsheets
- Power point
- MS Word
- MS Outlook
Accomplishments
- Created a project to initiate the automated feedback delivery to make it convenient.
- Feedback generation & delivery became convenient & easy.
- Yellow & Green Belt in Six Sigma Program.
- Capable of running a quality in any process along with improving & maintaining the scores by achieving the standardized procedures and targets.
References
- Manish Sharma, Associate Director (Training & Quality), Concentrix, 9999088894
- Ashish Jindal, Quality Head, IGT Solutions, 8800497437
- Deepender Gaur, Assistant Manager (Operations), Intelenet Global Services, 9953711119
Timeline
Manager- Training & Quality
Adroit Synergy Pvt Ltd
01.2025 - Current
Assistant Manager, Training-Quality, Dell process
Concentrix
10.2023 - 08.2024
Assistant Manager, Training & Quality
Concentrix
12.2021 - 10.2023
Senior Quality Auditor
Tech Mahindra
01.2020 - 12.2021
Quality Manager
Religare Health Insurance
12.2018 - 01.2020
Senior Quality Auditor
Bharat Matrimony
08.2018 - 12.2018
Quality Analyst
Intelenet Global Services
05.2015 - 08.2018
Master of Science - Environmental Science
Bundelkhand University
Bachelor of Science - Environmental Science
Kalindi College, Delhi University