Shipra Chamaria
Quality Analyst
Gurgaon
Summary
A self-motivated and organized individual with over 4.5 years of experience seeking a position as Quality Team Leader that will allow the utilization of excellent communication skills and friendly, patient demeanor.
Overview
7
7
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Quality Analyst
Kochar Tech
Gurgaon
06.2023 - Current
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Developed and maintained quality assurance procedure documentation.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Analyzed quality and performance data to support operational decision-making.
- Monitored KPIs to proactively address bottlenecks and quality
- Publishing Weekly and Monthly Dashboard to the client
- Auditing and Monitoring Calls & chats.
- Conducting Call Calibration.
- Attending Weekly review with External team
- Driving Consequence management
- Prepare TNI to address skill gaps in employees
- Prepare Quality Review Deck for weekly and monthly Review
- Work on BQM performer and managing Team of 40-45 advisors
- Prepare TMB every fortnight
Trainer & Quality Coach
Bharti Airtel
Gurgaon
05.2022 - 12.2022
- Auditing and Monitoring Calls.
- Conducting Call Calibration.
- Conducting ATA (Audit-to-Audit).
- Create training programs to address skill gaps in employees
- Prepare learning materials for training programs
- Provide daily, weekly and monthly Auditing reports to Quality Team Leader
Quality Analyst
Teleperformance
Gurgaon
08.2019 - 05.2021
- Provide daily,weekly and monthly Auditing reportsto Quality Team Leader
- Auditing and Monitoring Calls
- Daily Feedback sharing with advisor
- Provide Coaching to advisor as per the process requirement
- Provide Daily Briefing about process and new updates
- Conducting Call Calibration
- Conducting additional session for bottom quartile performers
- Ensuring that internal policies, procedures, and compliance regulation are being followed.
Associate Sales Consultant
Majoral
Gurgaon
01.2019 - 07.2019
- My responsibilities included:
- Presenting a company's products or services to potential buyers
- Recommending customers specific products based on their specific needs andwishes
- Responsible for assisting customers throughout the buying process
- Closing sales.
Representative
Operations Concentrix Daksh
Gurgaon
05.2017 - 04.2018
- Ensure service delivered to our seller meets contractual Key Performance Indicator
- Clarify seller requirements; probe for understanding, use decision support tools and resources to appropriately provide resolution to the seller.
- Listen attentively to seller needs and concerns demonstrate empathy while maximising opportunity to build rapport with the seller.
Education
Master of Business - Marketing
Sikkim Manipal University
Sikkim 01.2018 - 1 2021
Bachelor of Computer - Networking
Lovely Professional University
Jalandhar 08.2014 - 05.2017
Skills
Client Service
Excellent people skills
Problem-solving skills
Multi-tasking strength
Defect monitoring
Quality Improvement
Certification
Lean Six Sigma AI Yellow Belt
Extra Curricular Activities
- Incredible8, Lovely Professional University, 2016
- Annual sports meet, Lovely Professional University, 2016
- Annual sports meet, Lovely Professional University, 2015
Awards & Honours
- Trophy for incredible8- Lovely Professional University, 2016
- Bronze Medal for 5000m race- Lovely Professional University, 2016
- Bronze Medal for runner up in relay race- Lovely Professional University, 2015
Hobbies
- Listening Music
- Cooking
Personal Details
- Spouse Name - Shubham Bhangolia
- Date of Birth - 07/07/1996
- Gender - Female
- Place - Gurgaon
Timeline
Lean Six Sigma AI Yellow Belt
12-2023
GROW Coaching Certified
12-2023
Quality Analyst
Kochar Tech
06.2023 - Current
Trainer & Quality Coach
Bharti Airtel
05.2022 - 12.2022
Quality Analyst
Teleperformance
08.2019 - 05.2021
Associate Sales Consultant
Majoral
01.2019 - 07.2019
Master of Business - Marketing
Sikkim Manipal University
01.2018 - 1 2021
Representative
Operations Concentrix Daksh
05.2017 - 04.2018
Bachelor of Computer - Networking
Lovely Professional University
08.2014 - 05.2017