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
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
Similar Profiles
MITA DUTTAMITA DUTTA
Customer Support Executive at Kochar TechCustomer Support Executive at Kochar Tech
Rajnish SinghRajnish Singh
Senior Sales Executive at Kochar TechSenior Sales Executive at Kochar Tech
Ankur AeryAnkur Aery
Customer Service at Kochar TechCustomer Service at Kochar Tech
Puja SharmaPuja Sharma
CSA at KOCHAR TECHCSA at KOCHAR TECH
Nikhil NandaNikhil Nanda
Travel Advisor at Okugu Tech Pvt LtdTravel Advisor at Okugu Tech Pvt Ltd