Shivani Aggarwal
Delhi
Summary
Proficient Quality Analyst versed in developing standard operating procedures and training materials to promote adherence to quality standards. Dedicated to identifying operational pain points and implementing actionable improvements reduce corporate costs and increase consistency of quality with experience handling and resolving critical quality problems using research abilities, Consistently works with minimum supervision. Independent and self-directed.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Quality Analyst and Trainer
Samavesh marketing india pvt ltd (Lazy pay, Payu finance and CRED India)
Gurugram, Haryana
2023.03 - Current
- Reviewed and analyzed customer conversations and feedback to identify areas of improvement in process quality.
- Conducted root cause analysis to investigate the source of problems in the process.
- Provided thorough documentation on all quality control activities and results.
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Maintaining escalation trackers.
- Evaluated performance metrics from existing processes to recommend improvements in product quality.
- Performed data analysis using statistical methods to assess trends in defects.
- Implemented corrective actions, when necessary, to improve overall process quality.
- Compiled reports detailing findings, maintained records for reviews.
- Trained personnel on proper use of tools, software, and product knowledge.
- Conducting soft skill sessions.
- Ensuring employees keep up their productivity and maintain high levels of customer satisfaction.
- Organized and facilitated classroom workshops, webinars, and one-on-one coaching sessions.
Quality Analyst
Northern credit collection business PVT LTD (Derby group of company, Du telecom)
New Delhi
2021.08 - 2022.12
- Call monitoring to identify areas for improvement
- Worked with UAE client, as a remote employee to moniter arabic english and hindi callers
- Coaching employess for the product knowledge and system navigation
- Assisting in training batches and conducting mock calls
- Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved.
- Compile and analyze statistical data.
- Ensure that company and client expectations are met to showcase quality standards in terms of call quality.
- Draft quality assurance policies and procedures.
- Publish dashboard for product knowledge test, DIP check and quality score and other statics data
Senior Collection Representative (SME)
Northern credit collect business PVT LTD (Derby group of company, Du telecom)
New Delhi
2020.09 - 2021.07
- Contacted customers to discuss past due accounts and negotiated payment arrangements.
- Developed a recovery strategy based on customer's financial situation.
- Maintained accurate records of all collection activities in computer system.
- Followed up with customers via phone, mail or email to ensure timely payments were made.
- Investigated customer complaints and disputes related to billing errors or discrepancies.
- Performed skip tracing activities in order to locate customers who had moved without providing a forwarding address.
- Provided feedback to management regarding customer concerns and suggestions for improvement of collections process.
- Reviewed account histories and proposed solutions that best met the needs of both parties.
- Conducted outbound calls using automated dialing systems as well as manual dials when necessary.
- Collaborated with other members of the Collections team to achieve department goals.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
Assistant Collection Representative
OM innovation
New Delhi
2018.11 - 2020.02
- Contacting individuals and businesses with unresolved bills, and contacting those people to collect payments.
- Resolving conflicts and negotiation, interact with customers to address their concerns.
- Answered customer questions regarding account discrepancies or problems.
- Accepted and processed customer payments and applied toward account balances.
- Recorded information about status of collection efforts.
- Monitored overdue accounts using automated information systems.
HR Executive
Time's Pro consultancy
New Delhi
2018.01 - 2018.09
- Organized recruitment activities including job postings, candidate sourcing, interviewing and selection.
- Reviewed job descriptions for accuracy and relevance to current needs of the organization.
- Worked with department managers to assess needs.
Education
Bachelor of Arts -
Kalindi College, Delhi University
New Delhi2017-07
12th -
CBSE
New Delhi2014-03
10th -
CBSE
New Delhi2012-03
Skills
- Strong attention to detail
- Analytical skills
- Problem-solving aptitude
- Ability to handle and pacify customer to decrease escalation count
- Maintain good relationship with employees
- Sandwich feedbacks, conduct sessions and briefing
- Advanced in MS Excel including PivotTables, VLOOKUP, INDEX/MATCH, and Data tables
- Conduct TNI and TNA
- ACPT analysis
- Interacting with clients
- Team work and calibration
- Time management
- Result oriented work in deadlines
- SOP Development
- Report creation
- Requirements Analysis
- Training material development
- Training implementation
Accomplishments
- Awarded as best employee in terms of contribution in growth of organization on 3rd November 2022
Certification
- Certificate in Mastering AI driven call quality monitoring
Languages
- Hindi
- English
Hobbies and Interest
- Traveling
- Content writing
Personal information
- Date of Birth - 30th July 1996
- Marital status - Unmarried
- Nationality- Indian
Timeline
Quality Analyst and Trainer
Samavesh marketing india pvt ltd (Lazy pay, Payu finance and CRED India)
2023.03 - Current
Quality Analyst
Northern credit collection business PVT LTD (Derby group of company, Du telecom)
2021.08 - 2022.12
Senior Collection Representative (SME)
Northern credit collect business PVT LTD (Derby group of company, Du telecom)
2020.09 - 2021.07
Assistant Collection Representative
OM innovation
2018.11 - 2020.02
HR Executive
Time's Pro consultancy
2018.01 - 2018.09
- Certificate in Mastering AI driven call quality monitoring
Bachelor of Arts -
Kalindi College, Delhi University
12th -
CBSE
10th -
CBSE
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