Summary
Overview
Work History
Education
Skills
Languages
Accomplishments
Certification
Summary of Technical skills
Timeline
Generic
Surbhi Sharma

Surbhi Sharma

Rudrapur

Summary

Strategic Quality Analyst with total experience of 5 years and 3 years experience as 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.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Quality Analyst

Spectraforce Technology
Mohali
11.2022 - 02.2023
  • Presented updates at executive level meetings regarding ongoing process improvement initiatives.
  • Meeting the monthly conversion & effectiveness targets.
  • Creating effective content to be sent to the recruiters as in form of Good to know things and reminders.
  • Managing relationship with the supervisors/POCs &team, setting correct expectations.
  • Conducting need analysis.
  • Engaged with external vendors and partners as needed to facilitate the exchange of data or other operational needs.
  • Provided guidance and coaching on best practices for continuous improvement activities.
  • Developed key performance indicators to track the weekly improvement of recruiters.

Quality Analyst

Cognizant Technology Solutions
Gurugram
03.2018 - 09.2022
  • Evaluated performance metrics from existing processes to recommend improvements in product quality.
  • Conducted root cause analysis to investigate the source of problems in production process.
  • Trained personnel on proper use of tools, equipment, materials, and software used for quality assurance purposes.
  • Collaborated with cross-functional teams to develop and implement process improvements.
  • Assisted in the development of Quality Assurance procedures and protocols.
  • Provided thorough documentation on all quality control activities and results.
  • Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
  • Ensured compliance with company standards, regulations and procedures related to quality control.
  • Implemented corrective actions when necessary to improve overall product quality.
  • Identify Operations Metrics and analyze Holistic Scorecards based on: AHT | CSAT | Productivity | Shrinkage | Staffing | Abandoned Rates.
  • Ensure CSAT achievement through: Variation Management | Real-Time governance | Quartile.
  • Resolved complex issues for internal teams and Google advertisers, maintaining a stellar 90%+ customer satisfaction rate quarter over quarter.
  • Conducting different Calibration session of Quality Leadership Team with Operations and Communication Team.
  • Preparing the PKT questions basis the new and most recent updates circulated on the floor.
  • Providing coaching for non-compliance cases.

Education

Bachelor of Technology - Computer Science

Jayoti Vidyapeeth Women's University
Jaipur
06-2017

Skills

  • Six Sigma methodology
  • Continuous Improvement
  • Correction action planning
  • Requirements Analysis
  • Audit processes
  • Quality Improvement
  • Training material development
  • Quality processes
  • People Management

Languages

Hindi
First Language
English
Proficient (C2)
C2

Accomplishments

Team Player - Cognizant, 2022

Spotlight - Cognizant, 2022

Team Player - Cognizant, 2021

Collaborator - Cognizant, 2020

Spotlight - Cognizant, 2019

Spotlight - Cognizant, 2019

Unicorn - Cognizant, 2019

Certification

The complete Google Sheet Course: From Beginner To Advance

Fundamentals of Digital Marketing - Google

Summary of Technical skills

  • Significant knowledge of Google Sheets, Microsoft Excel, Google Forms and MS Office.
  • Total Experience of 5 years and 2+ years as a quality analyst with knowledge of QC Tools, six sigma, pareto analysis.
  • Excellent problem solving skills and keen attention to details and criticality.

Timeline

Quality Analyst

Spectraforce Technology
11.2022 - 02.2023

Quality Analyst

Cognizant Technology Solutions
03.2018 - 09.2022

Bachelor of Technology - Computer Science

Jayoti Vidyapeeth Women's University

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Surbhi Sharma