Shweta Singh
Gurugram
Summary
With 4.6 years in quality analysis, I have a solid foundation in evaluating processes, identifying areas for improvement, and ensuring adherence to quality standards.Strong analytical skills to diagnose root causes of issues and develop effective solutions, contributing to overall operational excellence.Utilize DMAIC (Define, Measure, Analyze, Improve, Control) methodology to lead process improvement projects and achieve measurable results.Experience in implementing and managing quality management systems (QMS) to ensure compliance with standards and regulations.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Senior Quality Analyst
Great Lakes E Learning Services Pvt Ltd
Gurugram
2022.03 - Current
- Audit Parameters: Determine specific criteria for auditing calls, such as adherence to scripts, accuracy of information provided, compliance with regulations, and customer interaction quality.
- Audit Frequency: Establish a regular schedule for auditing calls (e.g., daily, weekly) to ensure comprehensive coverage.
- Root Cause Analysis: Conduct root cause analysis to determine underlying reasons for mis-selling incidents or process gaps.
- Training and Coaching: Provide targeted training and coaching sessions for agents and teams to enhance skills, reinforce compliance, and prevent mis-selling.
- Continuous Feedback: Provide ongoing feedback to agents and teams based on audit results to reinforce positive behaviors and address areas needing improvement.
- Mock Calls and Quality Induction: Conduct mock calls and provide Quality induction sessions for on-the-job training cohorts to ensure new hires are equipped with necessary skills and knowledge.
- Trend Analysis: Analyze call results and trends identified from monitoring activities to identify areas for improvement in quality and training needs.
- Internal Calibrations: Participate in regular internal calibrations with Quality and Operations teams to ensure consistent scoring and alignment on quality standards.
- Organizational Scorecard: Develop a scorecard system to measure overall organizational performance based on key metrics such as call quality, compliance, customer satisfaction, etc.
- Facilitate Meetings: Organize regular meetings or check-ins to discuss progress, share updates, and coordinate tasks.
- Projects : Define specific, measurable, achievable, relevant, and time-bound (SMART) objectives for the project. Ensure goals are aligned with overall team and organizational objectives.
Quality Analyst
Ferns N Petals
2019.09 - 2022.03
- Auditing call to ensure compliance with regulatory requirements, policies, and standards.
- Real-Time Feedback: Provide immediate feedback to supervisors regarding performance concerns, disconnected calls, and instances of non-compliance.
- Internal Calibrations: Participate in regular internal calibrations with Quality and Operations teams to ensure consistent scoring and alignment on quality standards.
- Trend Analysis: Analyze call results and trends identified from monitoring activities to identify areas for improvement in quality and training needs.
- Training Needs Assessment: Conduct assessments (e.g., ATA - Agent Training Analysis) to identify training needs based on performance gaps and trends.
- Process Optimization: Provide necessary inputs and recommendations for process improvements based on ATA and trend analysis findings.
- Monthly Reports: Develop and deliver comprehensive monthly reports to the leadership team, including in-depth analysis of quality metrics, trends, and actionable recommendations for quality improvement.
- Mock Calls and Quality Induction: Conduct mock calls and provide Quality induction sessions for on-the-job training cohorts to ensure new hires are equipped with necessary skills and knowledge.
Quality Analyst
Foodpanda Pvt Ltd
Gurugram
2017.08 - 2018.10
- Internal Audits: Schedule regular audits to ensure adherence to compliance standards and quality assurance protocols.
- Feedback Mechanism: Establish a feedback loop where employees receive regular feedback on their performance in customer interactions and compliance audits. Use this feedback to reinforce positive behaviors and address areas needing improvement.
- Customer Feedback Loop: Establish a structured process for handling customer complaints and feedback, ensuring timely resolution and continuous improvement.
- Team Meetings: Conduct regular team meetings to discuss updates, share best practices, and address any challenges or concerns.
- Cross-Functional Training: Foster collaboration between different teams (e.g., customer service, product development) to improve overall understanding and effectiveness.
- Root Cause Analysis: Encourage employees to conduct root cause analysis for recurring issues or gaps identified in customer service or product quality.
- Performance Metrics Tracking: Continuously monitor performance metrics related to customer service quality, compliance adherence, and productivity.
Education
LL.B - Law
M.D.U. CENTRE FOR PROFESSIONAL & ALLIED STUDIES
Gurugram2022-08
MASTER IN PUBLIC ADMINISTRARATION -
INDIRA GANDHI OPEN UNIVERSITY
04.2018
POLITICAL SCIENCE HONRS -
UNIVERSITY OF DELHI : KALINDI COLLEGE
04.2015
Skills
- Training Implementation
- Quality Improvement
- 7 QC tools
- Collaborative problem solving ability
- Understanding customer's mindset from different domains
- Lean Six Sigma
- Quality processes
- Audit processes
- Continuous Improvement
- Report creation
Certification
Lean Six sigma Green belt
Accomplishments
- Rookie Award: In August, I received the rookie award in recognition of my exceptional performance during the three months prior to that.
- Most valued performance : In addition, I received 2 time Most Valuable Performance Awards on a quarterly basis.
Languages
Hindi
First Language
Hindi
Proficient (C2)
C2
English
Proficient (C2)
C2
Interests
Dancing
Travelling
Timeline
Senior Quality Analyst
Great Lakes E Learning Services Pvt Ltd
2022.03 - Current
Quality Analyst
Ferns N Petals
2019.09 - 2022.03
Quality Analyst
Foodpanda Pvt Ltd
2017.08 - 2018.10
LL.B - Law
M.D.U. CENTRE FOR PROFESSIONAL & ALLIED STUDIES
MASTER IN PUBLIC ADMINISTRARATION -
INDIRA GANDHI OPEN UNIVERSITY
POLITICAL SCIENCE HONRS -
UNIVERSITY OF DELHI : KALINDI COLLEGE
Lean Six sigma Green belt
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