Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shilpi Neha Minz

Quality Assurance Analytics
Ranchi

Summary

Proven Quality Assurance Analyst with almost 3 years of experience in handling and resolving critical quality problems using research abilities, strong analytical, organizational and planning abilities. Consistently works with minimum supervision, independent and self-directed. Participating in the design of call monitoring formats and quality standards, identifying errors, call drivers and reporting to Quality TL/Manager. Participating and facilitating calibration sessions. Provide findings and feedback in a constructive manner. Identify training needs to meet quality standards.

Looking for a position where I can help facilitate daily missions, execute tasks and use the skills in achieving the best possible results in the required field.

Overview

7
7
years of professional experience
3
3
years of post-secondary education

Work History

Quality Assurance Analyst

AngelOne
11.2023 - Current
  • Mentored and coached team members on QA topics and strategies.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Worked on applications like Mihup, SFDC, Dealer Dashboard, In-House and OCV for evaluating calls to deliver best quality services.
  • Ensured compliance with industry standards by conducting thorough audits on all aspects.
  • Participated in calibration, quality audits and client meetings to achieve best quality support.
  • Maintained detailed documentation of test plans, cases, results, and metrics for future reference and analysis.
  • Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.

Senior Quality Analyst

Concentrix Daksh Pvt. Ltd.
08.2020 - 03.2022
  • Got promoted as Quality Analyst and then as Senior Quality Analyst fulfilling all the stack parameters and achieving daily goals in delivering quality services to Apple consumers.
  • Worked on different tools to deliver best quality technical support solutions to consumers and audit calls taken by the associate on a daily basis. And on Applications like wave, North Star and Tracer for evaluating calls and knowledge of Histogram, Pareto Chart and Check Sheet for analyzing call quality.
  • Evaluated production processes for compliance with quality requirements.
  • Participated in quality audits and Client meetings, sharing quality suggestions and improvement ideas to achieve best quality support to end user.
  • Contributed to business growth by confirming customer satisfaction with service and quality.
  • Developed training materials, SOPs and work instructions to supplement new team member onboarding.

Customer Support Executive

Concentrix Daksh Pvt. Ltd.
02.2018 - 08.2020
  • Started working with "Apple" Project as a Customer Support Executive.
  • It was an International technical Voice Process where we had to handle calls, chats and emails from the customers who had software related issues.
  • Apple Inc. is an American Multinational Technology Company headquartered in cupertino, California that designs, develops and sells consumer electronics, computer software and online services. It is considered one of the Big Tech Technology Companies alongside Amazon, Google, Microsoft and Facebook.
  • Listened to customers' questions and concerns to provide answers or responses.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Provided personalized support to customers by understanding their unique needs and preferences.
  • Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
  • Greeted customers in a friendly and professional manner, resulting in a increase in customer loyalty.
  • Handled 50+ customer calls per day and resolved customer queries with a 100% satisfaction rate.
  • Analyzed customer feedback and identified areas for improvement.
  • Managed high-stress situations effectively while maintaining a calm demeanor and providing empathetic support to customers facing challenges or frustration.

Education

Bachelor's in Commerce -

Vinayka Mission University
Salem, India
07.2013 - 08.2016

Skills

OPERATING SYSTEMS : Windows 7/8/81/10 and MAC OS

Quality Tools

Critical thinking abilities

Quality Assurance Controls

Mentoring and training

Call Monitoring

Quality Assurance

Root Cause Analysis

Timeline

Quality Assurance Analyst

AngelOne
11.2023 - Current

Senior Quality Analyst

Concentrix Daksh Pvt. Ltd.
08.2020 - 03.2022

Customer Support Executive

Concentrix Daksh Pvt. Ltd.
02.2018 - 08.2020

Bachelor's in Commerce -

Vinayka Mission University
07.2013 - 08.2016

Similar Profiles

CREATE PROFILE
Shilpi Neha MinzQuality Assurance Analytics