Priyanka Singh
New Delhi
Summary
An incisive, result oriented professional seeking assignments in Quality & Training with over 15 years of experience in Change management, Transactional Quality and Training with large corporate house like Snapdeal , Yatra private limited, Spicejet airlines and WNS Global services.
Overview
2
2
Languages
1
1
Certification
19
19
years of professional experience
Work History
Associate Manager (Quality- Customer Experience)
Air India
12.2022 - Current
- Leading Customer experience Training & Quality team having a core job related to Process Improvement, QA source screening, target delivery, employee relations, Transactional Quality and Training.
- Managed Quality functions across partner sites in Gurgaon, Cairo, Mumbai, Pune for inbound operations.
- Led governance of quality audits, TNI, DSAT analysis, SOP compliance, reporting and process improvement initiatives.
- Mentoring and training up subordinates and new staff. Monitoring & reporting on standards & performance targets.
- Driving BQ and CQ enhancements through targeted coaching, audits and performance initiatives.
- Responsible for designing TNIs to identify areas where adherence and attention is required to meet the process Quality KPIs.
- RTR (Review the Reviewer) sessions to ensure high standards of quality.
Deputy Manager (Seller Services)
Snapdeal.com
03.2019 - Current
- Leading Seller experience Training & Quality team having a core job related to Process Improvement, QA source screening, target delivery, employee relations, Transactional Quality and Training.
- Managing team of 9 Quality Analyst & outsourced vendor having a team of Quality Analyst & Trainers.
- Designing KRAs for the team in line with targets of the organization and motivating the team to achieve high standards.
- Mentoring and training up subordinates and new staff. Monitoring & reporting on standards & performance targets.
- Arranging & chairing weekly team meetings, focusing on targets & achievements whilst implementing new initiatives.
- Responsible for designing Process Flow Diagrams to identify areas where adherence and attention is required to meet the process Quality KPIs.
- Step-by-step Work-Flow Documentation done to make it simple and comprehensible to front level.
- Working extensively on Updates determination and dissemination process.
- Involved extensively in designing of Parameters and Audit Sheet across all LOB's.
- RTR (Review the Reviewer) sessions to ensure high standards of quality.
- Responsible for end-to-end Process Mapping and converting them into step-by-step Work Flow to reduce complexity.
- Facilitated one day workshops for different lobs on how to achieving quality, seller satisfaction and other parameters.
- Coordination with Seller support team, HR / Admin team for new programs / Workshops/ trainings.
- Creating and publishing monthly newsletter showcasing tech/ process updates, achievements, activities, celebrations.
- Contributing organization by all Snapdeal IVR Recordings and Online training videos.
- Training sessions conducted for Snapdeal “Power Brands”
- Vendor management:
- Supporting to achieve quality, AHT, production & agent productivity and listing rejection % targets of the vendor partner.
- Reviewing the targets achievement, suggestions, challenges on daily stand up call and monthly reviews with vendor and internally with stakeholders.
- Part of client panel for interviewing the new hired candidates / IJPs.
- Managing contact center trainings that are running at vendor location
- Managing overall performance of the trainers and ensure they meet their goals- Coordinating with vendor training team for new training batches, certifications and refresher sessions.
- Create training content and modify the existing training content on regular basis
- Creating knowledge portal login credentials and maintain and user list.
- Conduct training need analysis and prepare/execute the plan to close any gap. Take up small improvement projects/initiatives in individual capacity or in collaboration with different departments.
- Change management: Responsible for owing process changes through creating the new guidelines and updating the same in agent knowledge base, post getting approved from categories.
- Creating process flowchart and getting it updated in Salesforce.
- Sending new updates to the vendor team and getting disseminated with in time.
- Gauging the efficacy by vendor trainers through dip checks and mock calls.
- Creating and getting the trackers updated to maintain the records of the new updates / process changes.
- Creating, conducting PKTS of Lobs and publishing the results and then after, conducting sessions on fallouts.
- Listing operations: Responsible for qualitative listing of products by sellers on the platform by doing the quality checks on the product listings on the website.
- Review the high quality rejected categories and discuss the problematic areas with the category teams.
- Coordinating and Sharing new suggestions / ideas with category managers and implement new guidelines with the vendor.
- Connecting with sellers and assist them on process of how to list products.
- Work on the queries of sellers facing problems in doing the listing through various channels or for rejection reasons.
- Working with tech team to ensure banned keyword rules are effectively working by doing monthly testing on product listing with banned keywords.
Team Leader- Quality (June 2016- Dec 2018)
YATRA ONLINE PRIVATE LIMITED
06.2014 - 12.2018
- GDS Tools- Amadeus, Galileo
- Managing team of Quality Analyst & Senior Quality Analyst.
- Responsible for preparing Audit Plan, Quality Calendar for Yatra & Vendor locations.
- Responsible for Up skilling & on boarding of New Hired QA's
- Reports-Prepare COE Compliance Dashboard for all LOB's, Quality Dashboards and Customer Feedback Dashboard weekly & Monthly.
- Responsible for close looping all LOB wise Top defects with Operations to order to meet customer satisfaction
- Calibration/Cross Audit Parameter Variance (Internal/External)/Report, Cross training and Up skilling
- Providing Business Intelligence for Service- working on reports like FCR/Repeat Analysis/High Hold data
- Presenting WBR and MBR at in house and Vendor Locations
- Responsible for preparing MBR data & Update trackers/Corrective action trackers
- Sharing feedback with respective QA's regarding their performance.
- Responsible for maintaining attendance of all QA's, preparing their roster & maintain the adherence
- Responsible for accuracy of reports, reporting timelines.
Senior Quality Evaluator (June 2014-July 2016)
YATRA ONLINE PRIVATE LIMITED
06.2014 - 07.2016
- Transaction Audits - Daily call audits to ensure adherence to organizational policies and process
- Performing Quality Monitoring for Sale/service agents to increase sales conversion
- Achieving the benchmark of Quality, if not achieved finding the problem area and working to achieve the target with daily audits and feedback
- Quotation Compliance/No sale reason Compliance for Sales, Process Level Compliance for Service
- Reports- Responsible for preparing Daily, Weekly and Monthly Reports of respective LOB
- Responsible for preparing Quality Dashboards for respective LOB & Orientation slides for New Hires.
- RCA - Responsible for conducting RCA on monthly basis to fix gaps in the process
- Calibration - Conducting Calibrations every month with operations
- PKT - Responsible for preparing and conducting Agent PKT on monthly basis
- Quality Session-Used to conduct Quality session for NHT batches(New Hired Trainees)
- Responsible for C-Sat and NPS analysis to improve the customer experience
- To take Quality sessions and product refreshers basis TNI
Reservation Executive
SPICEJET LIMITED
05.2008 - 06.2014
- Based on my excellent performance I was promoted for Quality & Audit department in June 2009 & again got promoted as Senior Quality Analyst in May 2010.
- Auditing calls to ensure high quality work in Customer Service.
- Sharing corrective feedbacks with the agents.
- Preparing & maintaining quality related reports.
- Recommendation of agents for PIP (Performance Improvement Plan)
- Maintaining a data of agent's performance.
- Conducting training & mock call sessions for new batches.
Customer care Executive
WNS GLOBAL SERVICES
05.2007 - 11.2007
- Worked as a Customer Care Executive with WNS for Travelocity - Air & Travel Process
- Handling customer queries related with online ticketing, reservation and cancellation of air tickets.
- Formulating customized travel packages.
Education
MBA - Human Resources
Symbiosis
Pune01-2011
P.G Diploma - Aviation and Tourism management
The New Delhi Y.M.C.A.
01-2007
B.A. Pass - Elective English - French
Jesus and Mary College
01-2006
Secondary School -
St. Francis De Sales
01-2003
Secondary School -
St Francis De Sales
01-2001
Skills
- Operational
- Amadeus knowledge
- Handling Transactional Quality & training in Inbound & Outbound Voice & Non voice Processes
- Created various Process Flow Diagrams on Visio
- Vendor Management
- Aggressive in achieving targets within time period with positive attitude
- Time and Motion studies done to improve the Productivity of the team
- Following various Models to enhance the Process Quality and customizing them per the need
- People/Talent Management
- Managing team deliverables and helping meet key account performances
- Strong decision making and problem-solving skills
- Building rapport with intra-Group Leaders; Clients and various Support Groups
- Possess strong leadership, communication, planning, analytical and people management skills
- Able to motivate and lead others in a team environment
- Frequent individual Coaching and Reviews done to enhance team's capabilities
- Highly motivated and dedicated towards my work to grow with the growth of the company
- Focused toward work and self-motivated to give my best in the job
- Achieving targets in a dynamic and complex business environment
- Team leading & people development skills
- Able to manage and develop a diverse group of highly skilled people
- A competent professional with over 9 yrs of experience in Quality Management, involving Process Improvement, QA source screening, target delivery, employee relations, Transactional Quality
- Skilled in managing customer service and sales operations including ideating & incorporating short & long term plans and supporting teams with a focus on excelling business targets
- Worked closely with business units to design high-quality training material for multi-environment
- Self- Motivated with a lot of Perseverance
- Superlative Communication skills
Professional & Academic Qualification
Foreign Language - French
Linguistic Proficiency : English, Hindi & Basic French
Achievements & Awards:
3 times rewarded as “Heroes at Work” at Yatra private limited for best performance., Have been a Top Performer on regular basis, doing work with 100% accuracy, Stellar Award for Extraordinary Performance at Yatra private limited, Certificate of Achievement has been awarded for successful completion of Flight speed and soft skill training program in M/s. Spice Jet., My performance has been evaluated as “Excellent” for special achievement in term of the quality work, attendance and achieving consistent login hours on all working days in the month of August, September, and November 2008. In this respect I have been issued with performance letter by the Company., Participated in various debate competitions held in school and college., Have organized and anchored various fests.
PERSONAL PROFILE
Father's Name : Mr. Narender Singh
Certification
- Six Sigma Green Belt
Timeline
Associate Manager (Quality- Customer Experience)
Air India
12.2022 - Current
Deputy Manager (Seller Services)
Snapdeal.com
03.2019 - Current
Team Leader- Quality (June 2016- Dec 2018)
YATRA ONLINE PRIVATE LIMITED
06.2014 - 12.2018
Senior Quality Evaluator (June 2014-July 2016)
YATRA ONLINE PRIVATE LIMITED
06.2014 - 07.2016
Reservation Executive
SPICEJET LIMITED
05.2008 - 06.2014
Customer care Executive
WNS GLOBAL SERVICES
05.2007 - 11.2007
MBA - Human Resources
Symbiosis
P.G Diploma - Aviation and Tourism management
The New Delhi Y.M.C.A.
B.A. Pass - Elective English - French
Jesus and Mary College
Secondary School -
St. Francis De Sales
Secondary School -
St Francis De Sales