Riya Nainikwal
New Delhi
Summary
Results-driven Quality Analyst at Cognizant Technologies with expertise in root cause analysis and quality improvement. Proven track record of implementing corrective actions that significantly reduced defects. Strong problem-solving skills and team leadership abilities, enhancing cross-functional collaboration to achieve continuous improvement in processes. Committed to delivering exceptional outcomes in challenging environments.
Overview
11
11
years of professional experience
Work History
Quality Analyst
Cognizant Technologies
Gurgaon
10.2020 - Current
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems, or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Led root cause analysis initiatives that resulted in a significant reduction in recurring defects.
Debt Collector Agent
Encore Capital Group
Gurgaon
03.2015 - 06.2020
- Enhanced client relations, resolving disputes, and clarifying billing issues to ensure timely payments.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Maintained a consistently high success rate of collecting on overdue accounts.
- Delivered exceptional customer service on collection calls, and maintained a calm and professional demeanor.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
Customer Service Representative
Concentrix
Gurgaon
10.2013 - 03.2015
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed multiple chat windows simultaneously while ensuring each interaction received personalized attention.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Arts -
Delhi University Distance Learning
North Campus05-2015
Skills
- Problem solving
- Root cause analysis
- Process mapping
- Quality improvement
- Time management
- Team leadership
- Equipment calibration
Timeline
Quality Analyst
Cognizant Technologies
10.2020 - Current
Debt Collector Agent
Encore Capital Group
03.2015 - 06.2020
Customer Service Representative
Concentrix
10.2013 - 03.2015
Bachelor of Arts -
Delhi University Distance Learning
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