Runa Majumder
Gurgaon
Summary
Seasoned Sr. Quality Assurance Coach with a proven track record at Encore Capital Group, enhancing regulatory compliance and process optimization. Excelled in root cause analysis and continuous improvement, leading to significant performance uplifts. Renowned for effective coaching and Lean methodology application, demonstrating exceptional leadership and analytical skills.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Sr. Quality Assurance coach
Encore Capital Group
11.2013 - Current
- As a part of the quality team, I support the operations team by conducting regular compliance sessions
- Auditing calls and highlighting any observations that may identify major/minor compliance opportunities
- As a follow up, we deliver feedback and track remediation of any compliance errors
- Working on escalation received from CFPB and the Regulatory team
- Investigating to find the root cause and forwarding reports to the compliance department
- To analyses and monitor trends and report them to management on a weekly/monthly basis with recommendations for areas that need improvement
- Preparing decks for MBR calls QA Global reports and presenting them to the management on behalf of quality domain
- Developed and implemented successful onboarding program for (New Hire Team from operation and Quality Management)
- Dispute handling received from an operation team to provide recommendations wherever there are opportunities for process improvement
- Facilitated virtual, in-person and blended learning sessions
Quality Assurance coach
Encore Capital Group
11.2013 - 12.2018
- Assisted with day-to-day operations, working efficiently and productively with all team members
- To evaluate calls and mentor fellow QA's
- Promote quality achievements and performance improvement
- Analyses call quality and performance of agents to drive improvement through coaching
- Providing recommendations wherever there are opportunities for process improvement
Sr. Quality Evaluator
Convergys
Gurgaon
11.2008 - 11.2013
- Company Overview: Convergys India PVT Ltd
- Worked with Convergys India PVT Ltd as a SR Quality evaluator for American Telephone & Telegraph (AT&T) - Sales process for a noted Telegraph Company
- Worked on various successful projects related to product and client requirement which helped them to manage loss ratio
- Uverse project -analysed and studied root cause of cancellation from consumer end and minimize same by coaching and feedback sessions
- Convergys India PVT Ltd
Quality Evaluator
Hyper Quality
Gurgaon
03.2006 - 09.2008
- Company Overview: Hyper Quality Inc
- Worked with Hyper Quality Inc
- Gurgaon, as a Quality Consultant and played a key role for (Disney reservation centre)
- Trained and mentored the new recruits (Process Training about Disney)
- Inbound call evaluating, scoring, and giving feedback for the calls attended by the Call Center Agents in U.S.A
- Assisted Disney client in setting up the evaluation parameters and adding new ideas and observations for process improvement
- Have been appreciated several times for the consistency in 'Client Quality & Accuracy' scores by the client and internally
- Hyper Quality Inc
Education
Bachelor in Arts -
Delhi University
Skills
- Regulatory Compliance
- Corrective and Preventive Actions (CAPA)
- Continuous Improvement
- Risk Management
- Process Optimization
- Root Cause Analysis
- Lean methodology
Certification
- Foundation of Six Sigma from LinkedIn
- Insights Discovery Personality Profiling
- Crucial conversation training
Accomplishments
- Achieved 'The Employee of the Month Award' for December 2006.
- Achieved 'The Vertical Star of the Month' for November 2007.
- Achieved 'PAC (Perfect attendance club)' for 2007.
Timeline
Sr. Quality Assurance coach
Encore Capital Group
11.2013 - Current
Quality Assurance coach
Encore Capital Group
11.2013 - 12.2018
Sr. Quality Evaluator
Convergys
11.2008 - 11.2013
Quality Evaluator
Hyper Quality
03.2006 - 09.2008
Bachelor in Arts -
Delhi University
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