Summary
Overview
Work History
Education
Skills
Timeline
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SURABHI SLATHIA

Quality Analyst
New Delhi

Summary

Experienced with quality assurance processes and driving continuous improvement. Utilizes strong analytical skills to identify and resolve product quality issues. Track record of effective collaboration and maintaining high standards of quality.

Overview

18
18
years of professional experience
4015
4015
years of post-secondary education

Work History

Sr. Quality Analyst

Concentrix
12.2016 - Current
  • Provides subject matter expertise to businesses on process improvement opportunities and initiatives, along with their smooth implementation.
  • Accountable for the overall team's performance and deliverables.
  • Daily audits on the basis of quality and compliance, in order to improve call quality.
  • One-on-one feedback sessions with agents based on the opportunities found over the call.
  • Team sessions and huddles to improve team scores.
  • Weekly call calibration with operations regarding call quality and compliance.
  • Streamlined quality assurance processes through the development of comprehensive test plans and checklists.
  • Enhanced customer satisfaction by conducting root cause analyses and implementing corrective actions for reported issues.
  • Leveraged strong analytical skills in monitoring performance statistics against established benchmarks, identifying opportunities for targeted improvements in specific areas.

NFC Counsellor

Jamboree Education Pvt. Ltd
01.2014 - 01.2016
  • Improved client satisfaction through consistent communication, empathy, and understanding of their unique challenges.
  • Utilized motivational interviewing techniques to encourage positive change in clients'' lives.

Associate Producer

INDIA TV BROADCAST CENTRE
01.2008 - 01.2013
  • Selected artists, directors, and crew members to work on the live show "Aap Ki Aadalat."
  • Provided assistance during live events or broadcasts which contributed to smooth operations without any technical hiccups.

Education

Graduation - Journalism And Mass Communication

Guru Gobind Singh Indraprastha University
New Delhi, India
04.2001 - 01.2008

XII Class - CBSE Board

S.B.D.A.V Public School
New Delhi, India

X Class - CBSE Board

S.B.D.A.V Public School
New Delhi, India

Skills

    Documentation skills

    Strong communication skills

    Decision-making

    Multitasking

    Problem-solving aptitude

    Quality issue identification

    Active listening

Timeline

Sr. Quality Analyst

Concentrix
12.2016 - Current

NFC Counsellor

Jamboree Education Pvt. Ltd
01.2014 - 01.2016

Associate Producer

INDIA TV BROADCAST CENTRE
01.2008 - 01.2013

Graduation - Journalism And Mass Communication

Guru Gobind Singh Indraprastha University
04.2001 - 01.2008

XII Class - CBSE Board

S.B.D.A.V Public School

X Class - CBSE Board

S.B.D.A.V Public School

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SURABHI SLATHIAQuality Analyst