VANDANA SHARMA
New Delhi
Summary
- Six Sigma Green, Yellow Belt & ISO Lead Auditor (ISO 9001) with over 12 years of extensive experience in E-commerce, Business Transformation & Quality domains.
- Expertise in managing multiple verticals including HR, Training Quality, Customer Experience, Process amendments, E-commerce, Sales, and Post-sales.
- Proven skills in setting up and rolling out successful strategic programs exceeding all set goals.
- Resourceful in providing the earliest possible notification of potential service disruptions and recommending procedures to minimize the impact on customers.
- Established Quality Assurance, enhancing Customer Experience by Continuous Improvement & Change Management across Corporate.
- Reengineered consumer asset products including Credit Cards, Collections, Personal Finance.
- Centralized Corporate Service Centre (Cash Management Operations) and decentralized Trade Operations.
- End-to-end process reengineering including Robotic Process Automation (RPA) on key customer touch points.
- Established Capacity Planning and Staffing functions across MNC’s, Lending Products, Treasury & Investment Operations.
- Skilled in defining SLA’s, Key Performance Indicators, SOP’s, and ensuring optimal utilization of capacities/resources.
- Developed new processes concerning customer service/quality and transforming old ones while addressing staffing, technology, operations, maintenance, and training requirements.
- Designed automation/improvement frameworks/solutions including automation components, target applications, infrastructure, security design, and other 3rd party components.
Overview
14
14
years of professional experience
6
6
Certifications
2
2
Languages
Work History
Senior Quality Manager
IGT Pvt. Ltd (IndiGo process)
8 2021 - Current
- Responsibilities: Quality Strategy: Develop and implement comprehensive quality plans aimed at establishing and maintaining a zero-defects quality culture within the organization
- Formulate long-term and short-term quality goals aligned with the company’s strategic objectives
- Customer Problem-Solving: Coordinate cross-functional teams to develop, maintain, and enhance processes and solutions that address and resolve customer problems efficiently
- Act as a key point of contact for customer issues, ensuring swift and effective resolution to maintain customer satisfaction
- Quality Standards: Define and outline quality standards that align with industry best practices and meet or exceed customer expectations
- Continuously review and update quality standards to adapt to changing industry requirements and customer needs
- Quality Control: Oversee all quality control processes to ensure product and service consistency and reliability
- Implement quality control measures and methodologies to identify, prevent, and rectify defects in products and processes
- Quality Audits: Conduct thorough audits of company quality systems to ensure compliance with established standards and identify areas for improvement
- Develop and implement corrective action plans based on audit findings to enhance the overall quality management system
- Communication: Maintain effective communication channels with upper management to report on quality performance, issues, and improvement plans
- Engage with customers to understand their quality expectations and ensure these are consistently met or exceeded
- Team Management: Collaborate with the upper management team to establish and set quality benchmarks across the organization
- Lead and mentor the quality management team, fostering a culture of continuous improvement and quality excellence.
Associate Manager Quality
Tech Mahindra Pvt. Ltd
09.2018 - 07.2021
Lead – Trans Quality
Concentrix Daksh India Pvt. Ltd, Gurgaon
05.2016 - 09.2018
Jasper Infotech Pvt. Ltd
01.2014 - 01.2016
Quality Analyst
Ienergizer IT Services Pvt. Ltd, Noida
01.2012 - 01.2014
Executive Customer Services
Magus Pvt. Ltd, Noida
01.2011 - 01.2012
Education
Skills
Communicator
Analytical Thinker
Collaborator
Intuitive
Business Transformation
Business Process Re-Engineering
Customer Centric Operations
Quality Assurance
Transition Management
Stakeholder Management
Complaint Management
Team Management
Process Automation
Strategy Planning
Risk Management
Business Continuity Planning
Audits and Compliances
CAPEX/OPEX
Certification
Agent Quality Certification
Notableaccomplishments
- Regular Compliance, Managing quality issues, Performance evaluation, Quality improvement strategies.
- Transitioned multiple pilot E-commerce & Airline processes to BPO environment.
- Established B2B processes including licenses, recruitment, technology integration, QMS & SLA/performance management.
- Streamlined processes through Standardization, Change Management, Automation (including RPA), and Customer Feedback Management.
- Implemented process enhancement measures via Document Management System, CRM, Bot-based Process (Chat bots & Process automation).
- Led Business Excellence projects/initiatives ensuring alignment with customer CTQs and organization big Ys.
- Imparted various trainings including Leadership & Strategy, Six Sigma, TQM, Advanced Excel, Presentation skills, Negotiation Skills, and Customer Service skills.
- Acknowledged with R&R, Achieving RnP.
Personal Information
- Industry Preference: E-commerce/Sales/Post Sale/Service Industry
- Date of Birth: 01/10/92
- Marital Status: Married
Drivinglicense
India
Timeline
Associate Manager Quality
Tech Mahindra Pvt. Ltd
09.2018 - 07.2021
Lead – Trans Quality
Concentrix Daksh India Pvt. Ltd, Gurgaon
05.2016 - 09.2018
Jasper Infotech Pvt. Ltd
01.2014 - 01.2016
Quality Analyst
Ienergizer IT Services Pvt. Ltd, Noida
01.2012 - 01.2014
Executive Customer Services
Magus Pvt. Ltd, Noida
01.2011 - 01.2012
Senior Quality Manager
IGT Pvt. Ltd (IndiGo process)
8 2021 - Current
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