Ruchi Duhan
Delhi NCR
Summary
As a quality analyst with more than three years of experience in process excellence. I bring expertise in key areas such as CSAT, FRT, AHT, RCA and TNI. My skills extend to analyzing and improving these metrics, ensuring a high level of service quality.
Overview
8
8
years of professional experience
Work History
Sr. Quality Analyst
Tech Mahindra
03.2024 - Current
- Designed and implemented robust QA policies for various projects of BFSI.
- Ensured data accuracy and compliance, achieving 95% adherence to quality standards.
- Translated complex data into actionable insights and key performance indicators (KPIs) to drive informed decision-making.
- Led calibration sessions and coaching initiatives (Teachback sessions) with frontline agents to bridge performance gaps and enhance service quality.
- Conducted regular PKTs (Process Knowledge test) to understand the health of an agent's process knowledge.
- Prepare TNI (training need identification) and train the agents accordingly.
- Conduct quality induction for new hire batch.
- Presented weekly and monthly business and quality reports with vendor managers to drive performance improvements.
Quality Analyst
NAVI-FINSERV
11.2022 - 02.2024
- Conducted regular call audits and side-barging to evaluate and maintain process quality standards.
- Detected insights and rectified errors within the field collection process.
- Spearheaded recommendations, implementation, and monitoring of preventive and corrective measures to uphold quality assurance benchmarks.
- Compiled and analyzed data.
- Investigated customer and agent complaints, publishing RCA findings.
- Initiated learning projects such as Knowledge Nuggets and Collection Academy to improve agent capability.
Customer Happiness Executive
WazirX
06.2021 - 11.2022
- Responding to customer inquiries via phone, email, and chat.
- Investigating and resolving customer issues promptly and accurately.
- Proficient in crafting professional and effective email communications to address customer inquiries, provide information, and resolve issues.
- Resolving product or service problems by clarifying the customer's complaint, determining the cause, selecting and explaining the best solution, and expediting correction or adjustment.
- Consistently achieved quality targets throughout the timespan.
- Was given an opportunity to work as an Intern (Line Quality Analyst)
Business Developer
Enterslice
09.2019 - 05.2021
- Handling the customer through calls and mails internationally.
- Providing in-depth information regarding the product and the services offered by the company.
- Replying to queries related to products and services.
- Taking regular follow ups and suggesting new tactics to persuade cancelling customers to stay with the company.
- Given mentorship to new joinees
Executive Customer Service
iEnergizer
12.2017 - 05.2019
- Handling customers, with duties including signing up new customers, retrieving customer's data, presenting relevant product information, and concern resolution.
- Demonstrated expert knowledge of company products, and procedures to effectively assist customers with their inquiries, issues, and requests.
- Collaborated with cross-functional teams, including escalation teams, to address complex customer issues and provide prompt solutions.
- Suggested SOP changes to encourage new customers which resulted in business growth.
Education
Master of Business Administration -
GJU
Hisar, Haryana01.2022
B.Com - Programming
Delhi University
01.2017
Skills
- Audit and Quality Management Root Cause Analysis (RCA)
- Training Needs Identification (TNI) Customer Service Matrix
- Leadership
- Stakeholder Management
- Communication
- Adaptability
Accomplishments
- Tech Mahindra
- Pat on the back - Sr. Quality Analyst
- Bravo - Sr. Quality Analyst
- Navi Finserv
- Rockstar - Quality Analyst
- Start of the Week - Quality Analyst
- Fortnightly Star - Quality Analyst
- IENERGIZER
- Star of the Month for two months consecutively
Timeline
Sr. Quality Analyst
Tech Mahindra
03.2024 - Current
Quality Analyst
NAVI-FINSERV
11.2022 - 02.2024
Customer Happiness Executive
WazirX
06.2021 - 11.2022
Business Developer
Enterslice
09.2019 - 05.2021
Executive Customer Service
iEnergizer
12.2017 - 05.2019
B.Com - Programming
Delhi University
Master of Business Administration -
GJU