Shikha Agrawal
Gurugram
Summary
Accomplished Quality Assurance Analyst with extensive experience in quality evaluation, process improvement, and compliance standards. Proven track record in leading quality training sessions, conducting detailed audits, and creating comprehensive reports.
Overview
7
7
years of professional experience
Work History
Quality Assurance Analyst
Tide India
New Delhi
10.2023 - Current
- Performed detailed evaluations of calls.
- Managed routine sample allocation among team members.
- Engaged in direct feedback communication.
- Created detailed, periodic reports.
- Led quality training sessions for new hires, focusing on quality and operations.
- Executing mock exams for certification.
- Ensured synchronized efforts by organizing frequent calibration sessions.
- Led weekly meetings with operations to address challenges.
- Actively participated in onboarding new employees to guide them through processes.
- Assisted newly hired members by providing process training.
- Ensured accurate monitoring of disputes.
- Connects with team members daily to discuss challenges.
- Shares updates with the team during daily discussions.
Quality Analyst
Vaco Binary Semantics (Onsite Google)
Gurgaon
05.2021 - 10.2023
- Performed sampling and data allocation on daily and weekly basis.
- Evaluating case performance for compliance.
- Conducted transactional monitoring.
- Prepared and examined weekly, monthly, and quarterly business reports.
- Coordinated client calls to ensure effective calibration of processes.
- Implemented diverse assurance activities, including DAS and EFA.
- Error Analysis and Deep Dives.
- Conducted TNA/TNI to identify gaps in employee training needs.
- Conducted D-Sat analysis regularly.
- Prepare detailed RCA reports, ensuring comprehensive analysis.
- Boosted team spirit through the recognition of high achievers.
- Facilitated Process Knowledge Test to measure knowledge and updates.
- Delivered immediate individual feedback.
- Created SOPs focused on quality enhancement.
- Targeted development programs toward low performers.
- Outlined initiatives to boost productivity.
- Performance Improvement Plan for Low Scores.
Quality Analyst
Teleperformance
Gurgaon
06.2019 - 04.2021
- Transaction Monitoring (remote or side by side)
- Monitoring Calls and Emails.
- Delivered 100% feedback summaries to team members.
- Communicated key updates through scheduled briefings.
- Performing regular quality checks and supervising the process.
- Attending weekly call calibration meetings with clients, the process ops/training team, and sharing observations.
- Preparing daily and monthly reports (internal and external).
- Conducting internal process audits and process reviews.
- Conducting quality sessions.
- Responsible for team performance and meeting the targets.
- Knowledge of the 7 QC tools.
Network Support Executive (L1)
Teleperformance
Gurgaon
04.2018 - 05.2019
- Monitored and maintained network stability.
- Addressed troubleshooting needs for better performance stability.
- Conducted ticket assessment daily.
- Enhanced CSS and communicated timely with internal & external customers.
- Delivered L1 technical support for operational tasks.
Education
Master of Computer Applications -
Banasthali Vidyapith
01-2014
Bachelor of Computer Applications -
Banasthali Vidyapith
01-2011
Senior Secondary -
Banasthali Vidyapith
01-2008
Secondary -
Banasthali Vidyapith
01-2006
Skills
- QA reporting
- Best practices and methodologies
- Documentation and materials
- Call monitoring
- Root-cause analysis
- Mentoring and training
- Quality management
- Quality assurance
- Critical thinking
Accomplishments
- Have got appreciation from client for achieving 100% quality.
- Selected as SOM (Star of Month) for my excellent performance.
- Throughout the tenure have met and exceeded the accuracy and productivity target.
- Awared for the Best Performance of the month twice.
Extracurricular Activities
- Participated in National Level General Knowledge.
- Student Pilot License (Done 6 hrs flying in Scholarship in Banasthali University.
- FRTOL (Flight Radio Telephonic Operating License.)
- Active Participant in School and college cultural Activities.
Hobbies and Interests
- Music
- Reading Books
Languages
English
First Language
English
Advanced (C1)
C1
Hindi
Proficient (C2)
C2
Nepali
Proficient (C2)
C2
Timeline
Quality Assurance Analyst
Tide India
10.2023 - Current
Quality Analyst
Vaco Binary Semantics (Onsite Google)
05.2021 - 10.2023
Quality Analyst
Teleperformance
06.2019 - 04.2021
Network Support Executive (L1)
Teleperformance
04.2018 - 05.2019
Master of Computer Applications -
Banasthali Vidyapith
Bachelor of Computer Applications -
Banasthali Vidyapith
Senior Secondary -
Banasthali Vidyapith
Secondary -
Banasthali Vidyapith
Similar Profiles
Aayush PoddarAayush Poddar
SME Team Leader at Tide India(Radiate E-Services Pvt Ltd)SME Team Leader at Tide India(Radiate E-Services Pvt Ltd)
Ishita SharmaIshita Sharma
Lead-Talent Development at Tide Water Oil Co.(India) LtdLead-Talent Development at Tide Water Oil Co.(India) Ltd
Tyler KelsoTyler Kelso
Front Line Back House (Cook, Prep, Distribution) at Low Tide SteakhouseFront Line Back House (Cook, Prep, Distribution) at Low Tide Steakhouse