Sumit Mehta
Quality Assurance Analyst
A 203, Flat No. 10, Chattarpur Enclave Phase 2, Delhi
Summary
A professional in the field of auditing, training and risk management. I have extensive experience in developing audit plans, monitoring and reviewing audit data, and preparing reports for internal leadership and clients. My expertise also includes ensuring compliance with regulations, driving training initiatives to maintain process quality, and conducting root cause analysis to identify areas for improvement.
Overview
5
5
years of professional experience
Work History
Quality Analyst
Webhelp India Pvt. Ltd.
Gurgaon
10.2022 - Current
- Developed and maintained quality assurance procedure documentation.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Working on External Quality Audits and updating error categorizations.
- Preparing and presenting Quality Slides for Weekly Business Review.
- Preparing RCA on weekly basis and reducing the error to improve the process quality.
- Compiling and distributing daily and weekly feedbacks to team leaders to improve Quality scores while increasing productivity.
- Conducting one on one sessions with the moderators, closing error feedbacks to curb real time issue.
- Conducting Quality sessions and cascading new updates, escalations to the Associate population.
- Recommending and implementing solutions, delivering and evaluating client specific training to meet project goals.
- Preparing the weekly Synopsis/ Audit Report for the Audit Manager’s review, ensuring audit comments are clear, concise and focused on the root cause of the issue.Extract the data and prepare PPT for Weekly QA WBR.
Internal Audit Coordinator
Resource Solutions, Deutsche Bank
Hyderabad
11.2021 - 09.2022
- Conduct audit of Recruitment process(FLC) for US and APAC region and assess whether procedures, policies and regulations are correctly followed and ensure that recruitment process is compliant to the local laws and regulatory requirements.
- Ensure compliance with engagement plans and internal quality & risk management procedures.
- Monitoring and tracking closure of open audit observations
- Check that decisions made by the business are documented so that the evidence can be used/ verified if required in any legal cases or regulatory audits
- Coordinate with BI team for the data/reporting team to generate raw data files and update/publish dashboards.
- Regularly interact with the Recruiting team and ensure corrections are made in a timely manner.
- Preparing the weekly Synopsis/ Audit Report for the Audit Manager’s review, ensuring audit comments are clear, concise and focused on the root cause of the issue. Extract the data and prepare PPT for Weekly QA WBR
- Call auditing of US and APAC candidates on various parameters e.g Soft skills, compliance and Candidate experience.
- Developing key process flowcharts, SOP, Training plans and audit programs & frameworks for various business processes.
- Review the audit data across the account and monitor to ensure that audits are being conducted as per audit plan and review the account performance on quality parameters, identify error trends
- Conduct root cause analysis(RCA) of the error to identify the training needs to bridge the gap
- Conduct monthly training based on the error types identified in the process audit
- Update and implement audit check points whenever there is a change in DB's hiring policy.
Quality Analyst
Webhelp India Private Ltd
Hyderabad
02.2020 - 10.2021
- Preparing and presenting Quality slides for Weekly Business Review
- Preparing RCA on weekly basis and reducing the error to improve the process quality
- Compiling and distributing daily and weekly feedbacks to team leaders to improve Quality scores while increasing productivity
- Conducting one on one sessions with the associates, closing error feedbacks to curb real time issue
- Conducting Quality sessions and cascading new updates, escalations to the Associate population
- Recommending and implementing solutions, delivering and evaluating client specific training to meet project goals
- Oversee day-to-day team’s quality performance
- Preparing the action plan to drive the bottom quartile associates and tracking their performing week on week to meet the client SLA’s
- Identify training needs of team members and provide coaching support to them
- Understand Department standards, procedures and help ensure that quality standards are consistently met
- Conduct regular 1-0-1 feedback sessions to gauge the pulse of the team members
- Facilitate knowledge sharing and capture within and across teams
- Conducting knowledge transfer sessions for new joiners in the team
- Initiate and deliver on process improvement projects to improve process efficiencies
- Drive a culture of continuous improvement within the team
- Provide updates and submit reports related to own area of work
Representative
Concentrix
Hyderabad
07.2019 - 02.2020
- Responsible to handle customer engagement for some of the world's biggest brand
- Reviewing You tube videos of Child Safety Content, Violent Extremism Content, Harmful & Dangerous
- Content, Spam & Misleading Content and Hateful or Abusive Content
- Timely check and update the policies to ensure nonviolence against the children in regards to the videos received
- Tabulate customer data into various software programs
- Be a dynamic team player in a fast- paced, high energy, change – oriented environment
- Key Strengths Creative thinking, confident, sincere and hardworking Willing to learn new things with a positive attitude
- Having a habit of involving and enjoying 100% whatever work is assigned Punctual, discipline and team player Basic MS Office knowledge
Education
Bachelor of Science - Mechanical Engineering
YMCA University of Science And Technology
Diploma - Mechanical Engineering: Mechanical Engineering
J.C.D POLYTECHNIC
10TH -
Vidya Mandir Public School
Skills
Microsoft Word, Excel, Powerpoint
Timeline
Quality Analyst
Webhelp India Pvt. Ltd.
10.2022 - Current
Internal Audit Coordinator
Resource Solutions, Deutsche Bank
11.2021 - 09.2022
Quality Analyst
Webhelp India Private Ltd
02.2020 - 10.2021
Representative
Concentrix
07.2019 - 02.2020
Bachelor of Science - Mechanical Engineering
YMCA University of Science And Technology
Diploma - Mechanical Engineering: Mechanical Engineering
J.C.D POLYTECHNIC
10TH -
Vidya Mandir Public School
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