Vaishali Gandhi
Gurugram
Summary
Dynamic quality leader with a proven track record at NIIT.MTS, driving compliance and risk mitigation through FMEA and CAPA processes. Expert in data analytics and Salesforce, I enhanced quality performance by mentoring teams, achieving a 30% improvement in outcomes. Strong leadership and a commitment to process improvement define my approach.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Project Lead - Quality
NIIT.MTS
Gurugram
01.2021 - Current
- Led quality initiatives across multiple projects, ensuring compliance with industry standards and client expectations.
- Implemented Failure Mode Effect Analysis (FMEA) methodologies, proactively identifying potential failures and mitigating risks.
- Designed a Python-based audit script to match email data with Excel records, ensuring dashboards were sent on time.
- Conducted internal audits based on ISO/IEC 27001 and SOC (SOC 1, SOC 2) guidelines, ensuring strong alignment with information security and service organization controls.
- Performed IT General Controls (ITGC) testing covering logical access management, change management, backup/recovery, and data security controls.
- Partnered with stakeholders to close audit findings and implement corrective & preventive actions, reducing compliance risks.
- Conducted root cause analysis (RCA) and implemented CAPA to improve process efficiency.
- Mentored and trained quality controllers, enabling a 30% improvement in quality performance.
- Developed dashboards and reports in Salesforce to monitor key quality metrics and drive data-backed decision-making.
Communication Trainer
Concentrix
Gurugram
09.2019 - 01.2021
- Conducted 250+ call monitoring sessions, designed training programs, and coordinated mentorship programs for new agents, leading to a 25% reduction in customer complaints.
Quality Controller
Teleperformance
Gurugram
05.2018 - 09.2019
- Conducted quality audits across multiple domains, spearheaded automation in Outlook auditing, and trained team members to strengthen operational capabilities.
Quality Analyst
InterGlobe Technologies
Gurugram
11.2015 - 05.2018
- Conducted call quality reviews, trained and coached agents, implemented quality testing processes, and collaborated with IT to address system improvements.
Education
Bachelor of Computer Science -
Mahatma Gandhi University
Delhi, India08.2016
High School -
Jindal Public School
Delhi, India05.2013
Skills
- Compliance auditing
- Risk assessment
- Quality control
- Process improvement
- Data analytics
- Leadership skills
- MS Office proficiency
- Salesforce expertise
- SAP Learning Hub knowledge
- Cornerstone On Demand familiarity
- Lean Six Sigma principles
- FMEA techniques
- RCA methodologies
- CAPA processes
- Python coding
- HTML basics
Websites
Certification
- ISO/IEC 27001 Internal Auditor
- CSOD Certified
- In-depth working knowledge of SOC 1, SOC 2, and ITGC frameworks
Timeline
Project Lead - Quality
NIIT.MTS
01.2021 - Current
Communication Trainer
Concentrix
09.2019 - 01.2021
Quality Controller
Teleperformance
05.2018 - 09.2019
Quality Analyst
InterGlobe Technologies
11.2015 - 05.2018
Bachelor of Computer Science -
Mahatma Gandhi University
High School -
Jindal Public School
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