Summary
Overview
Work History
Skills
Education
Accomplishments
Timeline
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Vaishali Kohli

Vaishali Kohli

New Delhi

Summary

A skilled HR Operations and QA Professional experienced in handling the complete lifecycle of an employee from hire to retire. Proficient in performance management, workforce management (scheduling & skilling), stakeholder management, and quality assurance. Interviewed and shortlisted 500+ candidates for the V&A rounds during hiring process. Communication Trainer for 15+ batches with the capacity of 30+ new hire trainees each and have coached 5 Clients along with handling their monthly and quarterly performance reporting. Rewarded and recognized for effective cost control ideas.

Overview

9
9
years of professional experience

Work History

Quality Analyst Lead

AMH Services
08.2024 - Current
  • Enhanced customer experience by collaborating closely with support teams to promptly address reported issues or concerns.
  • Managed multiple projects simultaneously, prioritizing tasks based on business impact and deadlines.
  • Led a team of 6 Quality Analysts, fostering a collaborative environment that encouraged continuous improvement and skill development.
  • Facilitated knowledge sharing among team members by organizing regular training sessions and presentations on relevant topics.
  • Participated in FMEA design reviews to provide input on potential quality concerns early in the development lifecycle and ensured successful implementation.
  • Established a strong reputation for delivering high-quality results in a timely manner, assuring increased client trust and reliability.
  • Promoted data-driven decision-making through careful analysis of collected metrics related to business performance.
  • Mentored junior analysts, promoting professional growth through training sessions and constructive performance evaluations.
  • Conducted periodic audits to ensure compliance with industry standards and regulatory requirements.
  • Analyzed root causes of recurring issues through RCA, implementing preventive measures to reduce future occurrences.
  • Trained end-users on system functionality post-implementation, ensuring seamless adoption of new functions or changes to existing processes as per the SOP.
  • Created requirements for milestones and monitored completion of tasks for QA team.
  • Analyzed quality threshold metrics to compile QMS reports for the QA dashboard and presented during stakeholder calibrations.
  • Encouraged generative AI usage for analyzing data, creating reports and interactive dashboards to save time and efforts as well as to promote technical advancement within my span.

SME, HR Operations

AMH Services
09.2023 - 08.2024
  • Handled major pilot projects for JFK, IAH, and MSP regarding EE attendance and payroll.
  • Created and maintained process SOP for aligned HRSS function.
  • Responsible for trainings, performance, absence management, staffing and scheduling for a team of 12 associates.
  • Stakeholder management & regular reporting.
  • Query resolution and conflict management.
  • End to end performance management and follow ups.
  • HR/EE personal file maintenance and coordinating subversion process to maintain the project history.
  • Managed R&R activities with complete ownership.
  • Organized weekly fun at work activities as an Employee Engagement Committee member.

Assistant Manager, Talent Transformation (HR)

Wipro LTD.
06.2021 - 12.2022
  • Coordinated hiring interviews, onboarding assistance, BGV documentation, cross training voice and non-voice batches, communication coaching, floor support to HR Operations, and employee retention programs.
  • Worked with HR Operations Team Managers, Sr. Service Managers, Practice Managers, and other Assistant Managers for firming up on Monthly and Quarterly key expectations on performance requirements. Consolidating overall requirements into coverage targets basis business units and creating an action plan for performance improvement.
  • Routine client calibrations with internal Operations and Onshore Client Managers and discussion around overall process quality improvement.
  • Audited customer interactions for the Employee scorecards and conducted regular coaching & feedback sessions with the HR Operations teams.
  • Identified major outliers through Training Need Analysis (TNA) and facilitated structured sessions specifically catered to the employees on PIP.
  • Created and maintained batch participation reports on LMS tool followed by collation and analysis of Level 1 survey feedback from training session as well as handling Level 1 escalations from business around quality of programs ensuring compliance.
  • Conducted skip sessions, managing IJPs end to end, and policy implementation.
  • Point of contact for monthly and quarterly business performance reviews with the stakeholders in order to improve service level and quality.
  • Maintained attrition report, conducted exit interviews and managed employee separation.

HR Analyst, CC Client Specialist

Wipro LTD.
01.2020 - 05.2021
  • Query management through Service Now, reviewing Workflows, Service Requests, real-time escalations, and ad hoc requests from Clients, researching and documenting the issue, identifying root cause followed by suggesting resolution and mitigation solutions.
  • Responsible for supporting process & colleague improvement for the clients across various CS delivery centers across India, NA and Canada.
  • Process improvement and TNI based on escalation reviews, root cause analysis on DSATs as well as repeat calls to provide results and feedback to Client Managers, Team Managers and CS Representatives as necessary.
  • Created analysis based report outs and business summary synopsis reports on all the assigned responsibilities.
  • Executed tool/SOP updates and tailoring in Customer Service client-specific training delivery followed by inviting feedback through surveys.
  • Tools worked upon- HRIS (Workday), Lotus Notes, Service Connect (Salesforce), CS Pro, TBA, HRX Assist

HR Associate

Alight Solutions
07.2017 - 12.2019
  • Trained and worked on all domains during the tenure- HW, Payroll, Time Keeping, HRFS/ WFA, Learning, Employee Relations, Recruitment.
  • OFS and mentor for 2 new teams in 2018 and 2019.
  • Tools worked upon- HRIS (Workday), Right Now (Oracle), CS Pro, TBA, UPoint, Siebel

Customer Care Representative

Concentrix Daksh Services
06.2016 - 01.2017
  • CS Representative for Amazon.uk and Amazon.in processes with responsibility to handle 50+ customer queries in a day regarding orders, deliveries, returns and refunds escalations.

Skills

  • MS Excel
  • MS PowerPoint
  • MS Word
  • Outlook 365
  • Workday
  • Kronos
  • UKG
  • LMS
  • Generative AI tools used: ChatGPT, Perplexity AI, NotebookLM, Gamma, Grok, Claude AI, Julius AI, LibGen AI
  • Prompt Engineering

Education

  • Master of Business Administration (MBA) in HRM, NMIMS : 07/2019 - 06/2021
  • Bachelor of Business Administration, GGSIPU : 09/2013 - 06/2016
  • Class XII, CBSE : 2012 - 2013
  • Class X, CBSE : 2010 - 2011

Accomplishments

AMH Services-

  • Recognized in Q4 of FY 2024-25 as a Star Performer in the QA team
  • Recognized in Q3 of FY 2023-24 for setting up the HR Operations from get-go

Wipro Ltd.-

  • Long Service Award on completing 5 years with Wipro Ltd. in July 2022
  • Illuminate Award in the Q1 for FY 2022-23
  • Recognized by the Operations for Effective Training Facilitation
  • Team Engagement and Creativity Award
  • Numerous Client Appreciations for seamless customer service

Timeline

Quality Analyst Lead

AMH Services
08.2024 - Current

SME, HR Operations

AMH Services
09.2023 - 08.2024

Assistant Manager, Talent Transformation (HR)

Wipro LTD.
06.2021 - 12.2022

HR Analyst, CC Client Specialist

Wipro LTD.
01.2020 - 05.2021

HR Associate

Alight Solutions
07.2017 - 12.2019

Customer Care Representative

Concentrix Daksh Services
06.2016 - 01.2017

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Vaishali Kohli