Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Additional Information
Timeline
Generic

RIYA DUTTA

Gurgaon

Summary

Enthusiastic leader with over 9+ years of experience in Quality, Training & Development, Customer Experience, Sales, Process Improvement & Start-up's. I excel in interpersonal skills which stems from multitasking, analyzing, solving business problems, providing structured as well as maximally effective solutions. Excellent communicator and have a proven track record of achieving the targets & deliverables. My expertise includes managing cross functional teams & organizational development needs. Demonstrated success in creating & executing learning strategies & achieving organizational goals. I am committed to fostering innovation & delivering impactful results.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Manager- Quality, Training & Customer Experience

Tbo.com (Global)
Gurugram
08.2023 - Current
  • Process owner of Q & T, Customer Experience department, plans and executes training, process improvement, defines and implements SOP for quality, content, modules, and guidelines.
  • Directed the development of a new CRM system tool (Zendesk), improving customer segmentation & targeting- globally. Customer onboarding journey, growth strategies through exposure to automation.
  • Process Improvement: Analyzed customer interactions and captured VOC, identifying gaps between expectations and experiences. This led to a 35% increase in monthly sales and reduced churn rate.
  • Captured VOI, summarized, and provided critical analysis for the top 5 customer issues. Defined segmentation to drive continuous improvement through QIP, CAPA, and Six Sigma.
  • Reduced the escalation rate by 80% while simultaneously increasing the FCR rate.
  • Customer Experience: Collaborated with different teams like Product, Tech, and Sales to align customer experience initiatives with business objectives, resulting in a 30% increase in lead conversion.
  • Analyzed NPS, Customer Effort Score trends, and Customer behavior to inform strategic decision making and achieved a 20% increase in results.
  • Assess quality issues, conduct RCA, TNA/TNI, recommend insights, develop improvement plans, refreshers, knowledge assessments, calibrations from time to time.
  • Bottom Quartile Management: Implemented various strategies such as performance checks, bucket analysis, Pareto analysis, agent-wise analysis, calibration sessions, and feedbacks to enhance bottom quartile management.
  • Reporting Data Management: Prepare, collect, collate & analyse process performance data (including SLA, Quality, Training, Feedback, NPS manage reports & circulated -RCA & QBR.
  • Efficient Team Handling: Successfully handled a team of 15 employees, implementing coaching, mentoring, and training strategies to optimize productivity.
  • Provided leadership during times of organizational change or crisis situations.

Quality, Training & Customer Experience Manager

REVV
Gurgaon
12.2019 - 09.2022
  • Process owner of Q&T department, plan and execute training, process improvement, define and implement SOP for training and quality, conducting sessions, content and modules, training effectiveness, guidelines.
  • Customer Journey Mapping of Car Subscription Sales (PAN India).
  • Reviewing customer queries, complaints, and feedback from different channels like the mobile app, website, emails, calls, and chats.
  • Customer Experience: Collaborate with cross-functional teams to identify customer pain points and develop solutions to improve.
  • Analyze customer data to make data-driven decisions and maintain and increase the NPS, CScustomer feedback scores.
  • Audits interactions with customers and locates gaps between customer expectation and actual experience, which results in an increase of monthly sales by 70%.
  • Process Improvement: Capturing VOC to improve Customer Experience, along with executing continuous process improvements through QIP, CAPA, and Six Sigma.
  • Reduced the escalation rate by 80% and increased the FCR rate in the process.
  • Assess quality issues, conduct RCA, TNA/TNI, recommend insights, develop improvement plans, refreshers, knowledge assessments, calibrations from time to time.
  • Process Control, Verification, and Validation checks.
  • Reporting Data Management: Prepare, collect, collate & analyse process performance data (including SLA, Quality, Training, Feedback, NPS manage reports & circulated -RCA & QBR.
  • Establish quality governance process with outsource partner and internal operations to ensure effective communication, also conducting random audits on calls taken by the partner and reporting defects.

Quality SME

Teleperformance
Gurgaon
11.2017 - 05.2019
  • Implement Robust Review mechanisms to track progress and for identification of opportunities to ensure Effective Quality Management of processes and adherence to Compliance standards.
  • Prepare TNA/TNI, publish & execute for 100% closure.
  • Identify the knowledge gaps, process gaps & ensure documentation of the workflow process. Compliance on a monthly basis- ensuring calibration on quality attributes by using various methodologies.
  • Conducted quality orientations and process training for the new joiners, along with NHT certifications.
  • Feedback Process: Monitored & coached each team member to help them improve their overall performance while managing process efficiently, accurately & with consistency.
  • Conducting weekly, monthly reviews internally and putting key control mechanisms in place.
  • Dispute Process: Focused on dispute process laid down for handling the disputes cases.

Quality Analyst

Grofers
Gurgaon
08.2015 - 11.2017
  • Created Training and Quality manuals, trained and provided Sessions on the basis of audits and quality management techniques
  • Quality Monitoring of Calls, Emails, Chats & Identifying areas of Opportunities to improve the quality standards of different processes & systems.
  • Developed and implemented performance improvement strategies and plans to promote continuous improvement.
  • Feedback Process: Monitored & coached each team member to help them improve their overall performance while managing process efficiently, accurately & with consistency.
  • Conduct RCA,TNA/TNI, planning and conducting refreshers, knowledge assessments.
  • Publishing Quality Dashboard on monthly basis
  • Led calibration sessions for trainers to assist with new hire quality.

Education

MSc - Biotechnology

SBSPGI
Dehradun
08-2014

Bachelor of Science - Biotechnology

SGRRITS
Dehradun
08-2012

Skills

  • Process Improvement
  • Team Leadership
  • Analytical Skills
  • Strategic Planning
  • Data Analysis
  • Customer Experience Management
  • Cross-functional team management
  • CRM Systems
  • Microsoft Tools (Word, Powerpoint, Excel)

Accomplishments

Mar 2024 : TBO Honours- Awarded as Trusted Enablers Award for Q3 within 8 months of joining.

May 2018 | Teleperformance Best Performer- AMEX INSURANCE as Quality SME

June 2016 | Grofers Star Performer- Best Quality Analyst

Certification

  • CCXP Certified (Customer Experience Industry 4.0)
  • Advance Lean Six Sigma Yellow Belt (Industry 4.0)
  • Six Sigma Green Belt- AIG
  • Currently pursuing TTT course

Additional Information

AHT Enhancement (aim to reduce the AHT of the process & enhance the revenue)

June 2020- Nov 2020

Timeline

Manager- Quality, Training & Customer Experience

Tbo.com (Global)
08.2023 - Current

Quality, Training & Customer Experience Manager

REVV
12.2019 - 09.2022

Quality SME

Teleperformance
11.2017 - 05.2019

Quality Analyst

Grofers
08.2015 - 11.2017

MSc - Biotechnology

SBSPGI

Bachelor of Science - Biotechnology

SGRRITS

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RIYA DUTTA