SONI DANIEL
New Delhi,DL
Summary
Quality Analyst and Process Trainer with 5+ years of experience across Healthcare, Ed -Tech, Automotive, and Customer Service industries. Skilled in quality audits, onboarding, training delivery, coaching, SOP creation, performance management, and customer experience improvement.
Experienced with quality assessment and assurance methodologies, ensuring top-notch product standards. Utilizes analytical skills and attention to detail to identify and resolve issues efficiently. Track record of maintaining high quality benchmarks through continuous process improvement and teamwork.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Quality Analyst
Vetic
01.2025 - Current
- Execute quality audits on customer interactions to ensure compliance with service excellence and process adherence.
- Developed and executed quality scorecard audit frameworks and SOPs for business development and customer support teams.
- Led onboarding and process training programs for new hires, covering tools, workflows, products, and quality standards.
- Conducted calibration sessions and coaching interventions to improve team performance and quality compliance.
- Collaborated with Operations and Leadership teams to identify quality gaps and implement corrective actions.
- Delivered performance feedback and improvement plans to support agent development and customer experience enhancement.
- Acted as a key stakeholder in quality governance and process standardization initiatives.
Quality Analyst & Process Trainer
Vetic
01.2025 - Current
- Conduct quality audits, training, onboarding, coaching, SOP development and performance improvement initiatives.
Quality Analyst
Virohan
01.2023 - 01.2025
- Conducted call audits, delivered feedback, facilitated training sessions, and supported performance improvement initiatives.
Quality Analyst
Spinny
07.2022 - 01.2023
- Audited customer interactions and delivered quality coaching.
Feedback Team Executive / New Hire Trainer
01.2020 - 06.2022
- Managed customer feedback and trained new employees.
Outbound Executive
Gamma Process Hub
06.2017 - 10.2019
- Managed customer service and NPS improvement activities.
Education
Master of Arts - Political Science
Delhi University
Ghaziabad 04.2001 -
Certification
Premio Business Excellence Award (2020)
Interests
Training & Mentoring, Reading, Community Service, Entrepreneurship, Content Creation
Timeline
Quality Analyst
Vetic
01.2025 - Current
Quality Analyst & Process Trainer
Vetic
01.2025 - Current
Quality Analyst
Virohan
01.2023 - 01.2025
Quality Analyst
Spinny
07.2022 - 01.2023
Feedback Team Executive / New Hire Trainer
01.2020 - 06.2022
Outbound Executive
Gamma Process Hub
06.2017 - 10.2019
Master of Arts - Political Science
Delhi University
04.2001 -