Shikha Gupta

• Optimized the Quality Management process, achieving a 20% increase in overall efficiency.
• Introduced data-driven quality control measures, significantly reducing error rates in five months.
• Established feedback systems to enhance coaching effectiveness and drive team performance improvements.
• Delivered regular training sessions to enhance team skills and knowledge.
• Facilitated huddles for account managers, reinforcing compliance standards and fostering accountability.
• Collaborated with management to align coaching objectives with company goals.
• Conducted quality audits of chat interactions and payment transactions to ensure compliance with company standards.
• Resolved consumer complaints regarding chat and call experiences, contributing to higher service quality and satisfaction.

• Audited business processes to identify areas for improvement
• Checked accuracy of final reports to ensure compliance with standards
• Gathered and analysed data to support audit findings
• Ensured business adherence to policies, procedures, legislation, and regulations.
• Conducted research for various issuing authorities to gather relevant information.

Reviewed, analyzed, and reported quality discrepancies to ensure compliance standards.

• Managed client deliverables through report and call data analysis.
• Monitored inbound & outbound calls for clients' collectors and provided feedback to enhance call experience.
• Fetch data using SQL queries for client reports.
• SQL queries to fetch and transform datasets.
• Delivered training sessions for new employees to ensure proper onboarding.
• Assigned responsibilities to new team members during onboarding.

• Reviewed and analyzed quality discrepancies, generating reports to identify trends and recommend improvements.
• Created visual reports to present data insights.
• SQL queries to fetch and transform datasets.
• Fetch data using SQL queries for client reports.
• Monitored in-bound and out-bound calls of client's collectors, providing targeted feedback to enhance call experience.
• Managed client deliverables and coordinated team efforts to ensure timely completion of projects.
• Trained new joiners on company policies and procedures.

• Resolved customer issues and answered questions effectively to enhance satisfaction
• Maintain a positive attitude and calmly respond to customers' complaints
• Listened to customers' concerns and questions to understand needs
• Opened customer accounts efficiently
• Attracted customers by positively promoting products and addressing inquiries.
• Recommend possible products to meet the customers' needs
• Refer issues and questions to managers if necessary.