Runa Chatterjee
Lucknow
Summary
A proven track record in developing and implementing effective quality assurance processes. Strong ability to analyze customer interactions, identify trends, and provide actionable insights. Collaborates with cross-functional teams to drive process enhancements and consistently improves customer satisfaction and loyalty.
Overview
8
8
years of professional experience
Work History
Quality Assurance Analyst
Teleperformance Global Services
Lucknow, India
08.2024 - 11.2024
- Evaluate customer interactions for calls, conducting feedback sessions & performing root cause analysis on detractors to drive corrective actions
- Conduct & publish monthly PKTs for TL/Trainer/SME & advisors
- Collaborate with leadership & cross functional teams to align on quality goals, share insights & deliver regular reports on key quality metrics & actionable improvements
- Conduct weekly dip checks related to the process updates & the major defects found on audits.
- Coach & up-skill bottom quartile performers in collaborations with Ops
- To drive process improvement initiatives
- To conduct quality induction for new hire batch
- Conduct weekly calibrations
Senior Quality Analyst
Concentrix IBM Daksh Pvt Ltd
Gurgaon, India
08.2020 - 08.2024
- Audits calls/emails/chat as per the defined guidelines
- Audits & feedback for all the aligned team with the objective of improving scores
- Data analysis & creating weekly reports
- Participate in calibrations calls with operations & business clients to ensure consistent scoring & feedback delivery approach
- Make recommendations & drive process improvement
- Internal policies/procedures & compliance regulations are being followed
- Conduct quality improvement sessions for agents or train the trainer sessions
- Conduct PKT & dip-checks
- Designing audit forms in line with process guidelines across touch points
- Prepare TNI on 100% closure
- Real time support as per business requirement
Senior Advisor
Uber
07.2016 - 08.2020
- Handling the queries related to the accounts and payments of the riders/drivers
- Providing them with the correct resolution for their accounts and payments
- Resolving their payment and bill issues and keeping their account information safe & protecting data from the fraudsters
- Maintaining the SLA as per the customer defined standard
- Responsible for delivering the quality to the clients that can help them to grow the business
Education
HNC - Diploma in Business Management -
UEI-Global
Lucknow, India08-2016
BBA -
Osmania University
Hyderabad, India07-2013
12th -
NIOS
New Delhi, India05-2009
10th -
Hindustan Aeronautics Limited
Lucknow, India05-2005
Skills
- Intermediate Excel Proficiency
- MS-Word
- Office
- PowerPoint
- Quality Control Tools
- Training Development
- Comprehensive Process Understanding
- Constructive Feedback Delivery
Timeline
Quality Assurance Analyst
Teleperformance Global Services
08.2024 - 11.2024
Senior Quality Analyst
Concentrix IBM Daksh Pvt Ltd
08.2020 - 08.2024
Senior Advisor
Uber
07.2016 - 08.2020
HNC - Diploma in Business Management -
UEI-Global
BBA -
Osmania University
12th -
NIOS
10th -
Hindustan Aeronautics Limited