Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Hobbies
Generic

Vibha Dwivedi

Gurugram

Summary

Results-driven Training & Quality Professional with proven expertise in end-to-end training delivery, quality assurance, and vendor management. Skilled in training need analysis, onboarding, refresher training, and performance improvement initiatives. Experienced in leading client calibrations, facilitating team huddles, and identifying service gaps to drive continuous improvement. Adept at call and email evaluations, root cause analysis, and compliance checks to ensure consistent service quality. Dedicated to enhancing team performance, operational excellence, and customer service standards across B2B and B2C environments.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Training & Quality Analyst

Yatra.com
Gurgaon, India
09.2025 - Current
  • Delivered new hire onboarding and skill-based refresher training for in-house and vendor teams, resulting in a 15% increase in initial call quality scores.
  • Managed end-to-end training programs, ensuring process, policy, and service quality compliance, leading to a 10% reduction in process deviations.
  • Conducted performance gap analysis, audit reviews, and quality checks, boosting team compliance by 20% and maintaining 95%+ adherence.
  • Monitored vendor QA performance, reviewing trainer effectiveness, which contributed to a 12% improvement in QA scores across multiple sites.
  • Led performance improvement initiatives that increased agent productivity by 18%, while driving customer experience enhancements.
  • Collaborated with stakeholders to ensure SLA compliance, achieving a 97% adherence rate.
  • Applied methodologies like root cause analysis (RCA), process evaluation, and continuous QA monitoring to deliver actionable insights and foster operational excellence.

Senior Quality Analyst

Concentrix
Gurgaon, India
11.2021 - 09.2025
  • Promoted from Senior Customer Service Representative to Senior Quality Analyst in August 2023
  • Audited 500+ omnichannel interactions (voice/email/chat), ensuring SOP adherence and reducing error rates by 18%.
  • Conducted RCA on 100+ escalations, reducing recurrence by 20%, and improved FCR by 15% and CSAT by 10%.
  • Led daily team huddles with 10-15 members, aligned KPIs, and improved team collaboration by 25%.
  • Participated in 5+ client calibration sessions monthly, ensuring QA scoring consistency.
  • Utilized tools like NICE, Verint, and internal dashboards for real-time monitoring, trend analysis, and process improvements.

Quality Verifier

Teleperformance
Gurgaon, India
04.2019 - 10.2021
  • Conducted 1,500+ post-resolution verification calls monthly, identifying resolution gaps that contributed to a 15% CSAT increase.
  • Ensured 100% SOP compliance, reducing internal errors and recontact rates.
  • Provided agent performance insights and supported coaching strategies, leading to improved service quality.
  • Played a key role in process streamlining and pilot testing new QA tools and feedback mechanisms.

Education

MBA - Operation & Data Science

Narsee Monjee Institute of Management Studies
Mumbai
07-2027

Bachelor of Arts - English And Education

University of Delhi
Delhi
09-2022

Associate of Arts - Humanities

M.M.K.B Inter College
Farrukhabad, India
05-2019

Skills

  • Compliance Monitoring & Quality Control
  • Data analysis
  • MS Office Communication (verbal &written)
  • GDS (Amadeus & Galelio)
  • Team Management
  • Analytical Skills

Certification

Six sigma, LinkedIn

APRIL 2025 — PRESENT

Quality & Training Lead, CNX University

FEBRUARY 2025 — PRESENT

Lean Six Sigma, LinkedIn

APRIL 2025 — APRIL 2025

Languages

English
Upper intermediate (B2)
Hindi
Advanced (C1)

Timeline

Training & Quality Analyst

Yatra.com
09.2025 - Current

Senior Quality Analyst

Concentrix
11.2021 - 09.2025

Quality Verifier

Teleperformance
04.2019 - 10.2021

MBA - Operation & Data Science

Narsee Monjee Institute of Management Studies

Bachelor of Arts - English And Education

University of Delhi

Associate of Arts - Humanities

M.M.K.B Inter College

Hobbies

Dancing & Travelling

Vibha Dwivedi