Takkshila Kohli
Summary
BBA Graduate from NIMS specializing in Risk Management with a Green Belt in Six Sigma with over 10 years' experience in End-to-End Quality Management. Accurate Quality Assurance Manager with 10+ years of experience in the quality assurance industry. Adept at establishing requirements that meet quality assurance objectives and standards. Skilled at reporting QA results and project updates to management.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Assistant Manager Quality (EBT Outsourced)
FIS Global Solution
12.2014
- Analyzed customer chargeback disputes and EBT card transactions to identify fraudulent activity
- Collaborated with internal departments such as finance, sales, operations, and customer service regarding chargebacks
- Ensured that all refunds or credit adjustments were processed accurately according to established policies and procedures
- Conducted extensive internal call audits for trend analysis to identify errors and opportunities of improvement
- Meticulously collected and reported quantitative metrics using Excel to identify potential issues for contact Centre processes based on trend data and overall quality performance and works on CMMI framework
- Demonstrate integral part of team, utilized strong problem-solving skills to develop operational procedures as per ISO Standards Review call recordings and case details to ensure CSR accurately capture details of the caller as a Subject matter expert Conduction Quality orientations with different call canters associated with EBT
- Monitors LOB compliance/EWS activities to verify that regulatory compliance deadlines and requirements are met
- Managing service escalations with a focus on ensuring that appropriate analyses is provided to the stakeholders/clients and corrective action is suggested to make processes more robust
- Lead and conduct weekly/monthly client meetings to display the current standard of customer service and to discuss improvement opportunities
- Data Analysis and reporting.
Quality Analyst
Hyper Quality India PVT. (Ltd.)
05.2010 - 12.2012
- Evaluating calls for the agent based in U.S Giving online feedback to improve efficiency and ramp up the production Attending calibration sessions Take extra initiatives for the team to complete target and process SLAs on time.
Sr. Associate
WNS Global Services
01.2008 - 02.2010
- Handling customer online reservation requirements such as booking hotel accommodations, flight tickets, car travel, vacation packages etc Worked on the project for Six Sigma - Yellow Belt for three months and deliver the best results Conducting Quality sessions for new joiners in the process Conducting Sales Conversion reviews on a regular basis with the team.
Customer Care Executive
TELEPERFORMANCE India Ltd.
07.2007 - 12.2008
- Filling up the online credit card applications for the customer Informing the customer about the activation of credit card Selling the online services to the customer to protect credit card (theft and fraudulent transaction etc.) Handling team responsibilities regarding roaster and attendance tracker on daily basis.
Education
BBA - Risk Management
NIMS
01.2022
HSC -
New Delhi Public School
01.2003
SSC -
St. Peter's Convent
01.2001
Skills
- Team Management
- Critical Thinking
- Problem Solving
- Start with the End in Mind
- Project Management
- Financial Management
- Compliance understanding
- Team motivation
- Employee engagement
Certification
- Green Belt Six Sigma
- Lean Six Sigma
Timeline
Assistant Manager Quality (EBT Outsourced)
FIS Global Solution
12.2014
Quality Analyst
Hyper Quality India PVT. (Ltd.)
05.2010 - 12.2012
Sr. Associate
WNS Global Services
01.2008 - 02.2010
Customer Care Executive
TELEPERFORMANCE India Ltd.
07.2007 - 12.2008
BBA - Risk Management
NIMS
HSC -
New Delhi Public School
SSC -
St. Peter's Convent