Summary
Overview
Work History
Education
Skills
Certification
Awards & Recognition
Timeline
Generic

Sanyukta Sharma

Quality Lead_Digital Marketing & Troubleshooting
Gurgaon

Summary

Results-driven Digital Marketing Specialist with a proven track record in optimizing Google Ads accounts to enhance client ROI. I boosted client retention by 20% through strategic planning and proactive communication.

Strong communicator and team player with a passion for leveraging digital marketing to achieve business objectives. Oversaw customer portfolio with account managers to consistently achieve goals, while prioritizing and ensuring an excellent customer experience. Making critical decisions, managing deadlines and conducting team reviews with expertise in analysis and quantitative problem-solving skills.

Overview

9
9
years of professional experience
2019
2019
years of post-secondary education
4
4
Certifications

Work History

Quality Control Analyst

Cognizant Technologies Solutions
Gurgaon
02.2025 - Current
  • Prioritize and deliver outstanding customer service throughout the customer journey, troubleshooting and resolving issues with Google's advertisers and Sales teams, agencies and partners.
  • Enhanced product quality by conducting thorough analyses and implementing corrective actions for POD- Display, Search, Billing and Policy
  • .Troubleshoot complex technical product issues and apply product expertise to solve technical customer issues and escalations.
  • Develop tools and automation for better diagnostics data fixes and debugging, either independently or in partnership with Product Engineering teams.
  • Improve product feature offerings by providing partner feedback to internal cross-functional teams, including Account Manager, Quality Team , GOC Agent and other Non Partner Team Like- Consult Team
  • Analyze data and insights to create action plans to solve issues at the root cause for our customers, focusing on knowledge management, operational improvements, account reviews and product adoption.
  • Proactively identifying and addressing underlying systemic challenges, coupled with extensive data retrieval and analytical efforts to uncover latent information vital for effective problem-solving

Lead Quality Auditor

WNS Global Services PVT Ltd
Gurgaon
07.2023 - 02.2025
  • Proficient in implementing quality assurance processes and methodologies.
  • Implemented audit procedures and methodologies to identify areas for improvement and mitigate risks.
  • Collaborated with cross-functional teams to streamline processes and optimize workflow.
  • Credit Escalations RCA and deep dive.
  • Reported daily, weekly, and monthly quality checks to management and ensured accurate and timely publishing of dashboards and reports.
  • Recommended and implemented corrective and preventive actions for customer comebacks, internal errors, and missing SLA targets.
  • Conducted training sessions on new updates to ensure team readiness and competence.
  • Accountable for the Customer Experience metrics (Csat and Escalation) of the team
  • The duties include maintaining the Quality audit numbers and providing constructive feedback
    to agents to ensure adherence to company standards and procedures.
  • Analyse Audit, Compliance and Customer Experience data to Prepare & implement action plans
  • Finding the insights from the audits, prepare detailed reports, dashboards and calibrate with the Client and
    internal Stakeholders for Business development
  • Led cross-functional teams for successful project completion, ensuring timely delivery and high-quality
    results.
  • Partner with internal and external stakeholders to Develop and execute strategic plans to expand market
    share, resulting in increased revenue and business growth.
  • Demonstrated understanding of client demands, particularly from VPM and Google clients.
  • Part of preparation of Weekly and Quarterly Business review deck and presenting to Client and Internal
    stakeholders.
  • Lead multiple process improvement projects and conducted studies for operational KPI improvement

Senior Paid Media Associate

WNS Global Services PVT Ltd
Guragaon
10.2019 - 07.2023
  • Offering digital marketing solutions, executing strategies to grow existing
    customer accounts, customizing and communicating performance-improving
    recommendations, and advocating for additional Google product adoption.
  • Build credibility with executives, serving as a trusted consultant to enhance their
    advertising investment, grasp business dynamics, pinpoint growth prospects,
    mitigate risks, and devise sustainable multi-quarter plans.
  • Collaborate with cross-functional teams to facilitate customer growth initiatives.
  • Elevate complex multi-quarter projects by pitching/suggesting new proposals.
  • Extensive experience in consultative sales and business development consistently achieving targets and increase customer engagement to 30%.
  • Produced and sent sales and KPI reports to managers to provide overview of business health and profitability.

Quality Lead

Inter Globe Technologies PVT Ltd
Gurgaon
10.2016 - 09.2019
  • Conducted sample audits for calls and performed process quality checks as per sampling strategy.
  • Conducted calibration sessions with team members to gauge AOI (Areas of Improvement) variance and ensure process health.
  • Shared real-time updates from clients and highlighted top defects from internal/external evaluations for corrective actions.
  • Provide feedback and coaching on presentation skills to enhance overall performance.
  • Serve as the liaison between quality and operations from a training and development perspective.
  • Demonstrate a strong aptitude for delivering exceptional customer experience.
  • Utilize strong analytical skills and attention to detail to monitor performance metrics.
  • Familiarity with call monitoring, TNI (Training Needs Identification), and implementation of improvements.
  • Work closely with new hires to enhance their communication skills and ensure consistent performance for Product.
  • Lead refresher training sessions based on TNI findings and conduct calibration sessions.
  • Develop and execute strategies to improve CSAT metrics through engaging contests and refresher initiatives.
  • Regularly monitor calls and agent performance to ensure quality standards are met.
  • Conduct assessments to identify areas of improvement and implement action plans accordingly.
  • Perform training needs analysis, prepare action plans, and report on progress and improvements.

Education

Masters In Public Administration

Jamia Millia Islamia University

Skills

Advanced Excel

7 QC Tools

Campaign Management

Google Analytics (GA4/Universal Analytics)

Working on FMEA

Project Management

Bing Ads

Content Strategy Development

Problem Solving and Adaptability

Data Interpretation

Campaign Management

Team Management

SEM

Quality Assurance and Control

Advanced Excel

Certification

Kaizen Certified

Awards & Recognition

  • Awarded with “Google Quarterly Awards- Best Support: Quality” multiple times for being the top performer of the month.
  • Recognized as a top performer for achieving the highest Adoption (UA) and points for two consecutive years

Timeline

Google Ads Search Certification
03-2025
Google Ads Display Certification
03-2025

Prompt Engineering Foundation

03-2025

Quality Control Analyst

Cognizant Technologies Solutions
02.2025 - Current
Kaizen Certified
01-2024

Lead Quality Auditor

WNS Global Services PVT Ltd
07.2023 - 02.2025

Senior Paid Media Associate

WNS Global Services PVT Ltd
10.2019 - 07.2023

Quality Lead

Inter Globe Technologies PVT Ltd
10.2016 - 09.2019

Masters In Public Administration

Jamia Millia Islamia University

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Sanyukta SharmaQuality Lead_Digital Marketing & Troubleshooting