Rita Kumari
Gurgaon
Summary
Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations.
Overview
14
14
years of professional experience
Work History
Assistant Manager (Digital SBU Quality)
Niva Bupa (Health insurance company)
Noida
2024.05 - Current
- Managed daily operations, team, and customer satisfaction while meeting targets.
- Analyzed data, improved processes, and developed business strategies.
- Ensured high-quality digital sales processes through audits and improvements.
- Led team to achieve quality goals and customer satisfaction.
- Used data to identify and address quality issues.
- Maintained compliance with regulations and company policies.
Senior Quality Analyst
Home Credit India Finance Pvt. Ltd.
Gurgaon
2016.09 - 2024.04
- Utilized data analysis to identify trends, forecast performance, and guide data-based decision-making. Devised and executed plans to optimize delinquency rates, recovery rates, and overall collection effectiveness.
- Engaged in cross-functional collaboration to anticipate and manage collection risks, successfully implementing rigorous risk mitigation measures.
- Successfully implemented key performance indicators (KPIs) to monitor collection performance. Effectively communicated findings through comprehensive reports and intuitive dashboards.
- Maximized efficiency by streamlining collection processes with the help of data analysis and process automation, resulting in cost savings and improved productivity.
- Led and developed proficient teams by offering coaching, training, and motivation to attain quality benchmarks. Executed performance management strategies for achieving superior results.
- Consistently ensured adherence to compliance and performance standards by conducting comprehensive quality assessments and implementing appropriate corrective actions.
- Ensured customer satisfaction and loyalty through effective resolution of complaints.
Quality Analyst
Shop Clues Pvt. Ltd.
Gurgaon
2013.12 - 2016.05
- Maintained quality assurance procedure documentation.
- Monitored completed work and provided feedback to improve team member performance.
- Recommended improvements to systems and procedures for increased productivity.
- Identified quality trends to investigate system flaws, process inefficiencies and training needs.
- Ensured process adherence to quality standards and guidelines.
- Conducted quality audits on emails and provided feedback to improve agent performance. Stayed updated on company procedures.
- Demonstrated strong teamwork and initiative to drive process enhancements.
- Identified process inefficiencies and implemented solutions to improve overall performance.
- Analyzed process data to identify trends and opportunities for improvement.
Subject Matter Expert
E-Teches Marketing & Consulting Pvt. Ltd. (Policybazaar.com)
Gurgoan
2011.01 - 2013.09
- Explained life insurance options and benefits to customers.
- Effectively handled customer inquiries about term insurance policies.
- Answered incoming calls from potential customers interested in insurance.
- Assisted customers in completing and submitting insurance applications.
- Offered one-on-one support for team members and managers to drive continuous improvement.
Education
B. Com - Commerce
S.S. High School Silli
RanchiSkills
- Business development understanding
- Employee Performance Evaluations
- Data Analysis
- Data review
- Internal Controls
- Risk Management
- Reporting abilities
- Task Delegation
- Operations Management
- Cost Reduction
- Sales monitoring
Accomplishments
- Successfully completed the Junior Odyssey Program at Home Credit.
- Recognized with multiple awards, including Star of the Month, Certificate of Appreciation, and the Above and Beyond Award at Home Credit.
Languages
English
First Language
Timeline
Assistant Manager (Digital SBU Quality)
Niva Bupa (Health insurance company)
2024.05 - Current
Senior Quality Analyst
Home Credit India Finance Pvt. Ltd.
2016.09 - 2024.04
Quality Analyst
Shop Clues Pvt. Ltd.
2013.12 - 2016.05
Subject Matter Expert
E-Teches Marketing & Consulting Pvt. Ltd. (Policybazaar.com)
2011.01 - 2013.09
B. Com - Commerce
S.S. High School Silli
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