Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
References
Timeline
Generic
Shabhana Shaikh

Shabhana Shaikh

Mumbai

Summary

Dynamic quality analyst with a proven track record at TATA AIA LIFE INSURANCE, excelling in grievance resolution and process improvement. Skilled in speech analytics and training, I enhanced customer satisfaction by implementing data-driven solutions, reducing repeat complaints significantly. Adept at fostering team collaboration and ensuring policy compliance.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Assistant Manager

TATA AIA LIFE INSURANCE
08.2023 - Current
  • Managed and supervised the grievance handling process, ensuring prompt and effective resolution of customer complaints.
  • Collaborated with departments to address and resolve grievances, improving overall customer satisfaction.
  • Analyzed grievance data to identify trends and implemented actions that reduced repeat complaints.
  • Trained and mentored new staff on best practices, improving resolution efficiency.
  • Ensured adherence to policies and regulatory compliance while maintaining grievance records accurately.

SPEECH ANALYST

FOUNDEVER (SITEL)
Mumbai
07.2020 - 07.2023
  • Used Call Miner software to create scorecards, categories, and dashboards for call analytics.
  • Monitored calls to ensure adherence to quality, process, and compliance guidelines.
  • Provided insights and analysis to U.S. clients; created impactful presentation materials.

QUALITY ANALYST (QA)

HEALTH TOTAL ANJALI MUKERJEE
Mumbai
09.2019 - 07.2020
  • Audited outbound calls and provided detailed quality feedback to agents.
  • Shared findings, observations, and reports with the team to improve service delivery.
  • Prepared weekly and monthly quality reports (MBR and WBR).

CUSTOMER EXPERIENCE ANALYST (CEA) / QUALITY ANALYST

WIPRO LTD
Mumbai
09.2016 - 09.2019
  • Conducted evaluations across inbound and outbound calls, including audits such as detractor, repeat, exception-based, etc.
  • Developed a “review-the-reviewer” framework to enhance quality across teams.
  • Provided feedback and coaching to the team lead and agents to improve call handling.

QUALITY COACH ANALYST (QCA)

DATAMATICS FINANCIAL SERVICES LTD
Mumbai
10.2014 - 05.2016
  • Conducted audits for inbound, outbound, and email channels to ensure quality and compliance.
  • Shared detailed findings and improvement areas with agents and team leads.

QUALITY COACH ANALYST (QCA)

ANDROMEDA BPO PVT LTD
Mumbai
09.2010 - 09.2014
  • Promoted twice due to consistent performance and leadership.
  • Audited inbound and outbound calls for Vodafone processes; provided feedback and calibration.
  • I certified and trained new employees on Vodafone's offerings.
  • Promoted from CSE to RE to QCA in a span of four years.

Education

Bachelor of Commerce - Commerce

Maulana Azad National Urdu University
Mumbai
05-2016

HSC (Higher Secondary Certificate) -

Hi-Tech Institute of Technology And Management
05-2013

SSC (Secondary School Certificate) -

Anjuman Noorul Islam Urdu High School
05-2007

Skills

  • Quality audits (voice and email)
  • Grievance and dispute resolution
  • Speech analytics (CallMiner, NICE)
  • CRM tools: Avaya, FOX, Dialer, Novelvox, CISCO
  • Microsoft Excel, Word, and PowerPoint
  • Process improvement and SOP development
  • Training and coaching
  • Root cause analysis (RCA)
  • Data reporting and dashboarding (Tableau, LMS DHS)
  • Grievance resolution
  • Policy compliance
  • Customer relationship management
  • Complaint handling

Certification

  • Six Sigma Green Belt: Quality Improvement
  • Speech & Call Analytics Tools - CallMiner, NICE
  • Advanced CRM systems: LMS, DHS, Tableau, FOX, CISCO

Languages

Hindi
First Language
English
Proficient (C2)
C2
Urdu
Proficient (C2)
C2
Arabic
Intermediate (B1)
B1

Accomplishments

  • Achieved 2 times Data Star Performer award, highest number of data pack upsells, highest numbers of retention, top in quality, customer satisfaction (C-Sat), and productivity for all processes, lowest numbers of churn
  • Received appreciation emails and calls from the customer and process owners, consistency was performed in CAT and stack ranking, received appreciation from the Adlabs team for redesigning the evaluation sheet and tagging in Datamatics, received appreciation from the client for best QA in Datamatics, handled training and new employee certification in Health Total and got awarded as best trainer
  • Received appreciation from the Health Total CEO and Head for redesigning the evaluation sheet and for the recommended Quality Audit Tool

References

References available upon request.

Timeline

Assistant Manager

TATA AIA LIFE INSURANCE
08.2023 - Current

SPEECH ANALYST

FOUNDEVER (SITEL)
07.2020 - 07.2023

QUALITY ANALYST (QA)

HEALTH TOTAL ANJALI MUKERJEE
09.2019 - 07.2020

CUSTOMER EXPERIENCE ANALYST (CEA) / QUALITY ANALYST

WIPRO LTD
09.2016 - 09.2019

QUALITY COACH ANALYST (QCA)

DATAMATICS FINANCIAL SERVICES LTD
10.2014 - 05.2016

QUALITY COACH ANALYST (QCA)

ANDROMEDA BPO PVT LTD
09.2010 - 09.2014

Bachelor of Commerce - Commerce

Maulana Azad National Urdu University

HSC (Higher Secondary Certificate) -

Hi-Tech Institute of Technology And Management

SSC (Secondary School Certificate) -

Anjuman Noorul Islam Urdu High School

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