Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Projects
Projects
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Vidya Tirkey

Assistant Manager - Quality
Pune

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

13
13
years of professional experience

Work History

Assistant Manager

WNS
Pune
03.2021 - Current
    • Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
    • Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
    • Mentored team members to enhance professional development and accountability in workplace.
    • Increased employee performance and job satisfaction to strengthen retention and engagement.
    • Helped with planning schedules and delegating assignments to meet coverage and service demands.
    • Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements and evaluate progress toward goals.
    • Strengthened operational efficiency to remain cost-effective while maintaining quality service.

Lead Associate

WNS
10.2015 - 02.2021
  • Audit/Monitor calls and Email for Travel Domain Process
  • Attending and conducting weekly calibrations
  • Assisted with new hire processing and existing training programs.
  • Updating and publishing client reports and performance dashbaord on weekly/monthly basis
  • Coordinated weekly meetings for internal and external groups.
  • Partnered with managers to identify and capitalize on sales trends and brand initiatives.
  • Mentored and guided employees to foster proper completion of assigned duties.

Quality Analyst

Salebuild IT Enabled Services Pvt Ltd
09.2014 - 10.2015
  • Supervision of lead generation including month-end activities
  • Coordinate lead generation and content marketing as per requirement
  • Manage leads from multiple generations sources to deliver qualified leads to field Business Development teams
  • Updating process related dashboards on daily basis., for Collections Portfolio
  • Assist with Outsourcing Audit Process
  • Facilitate operational communications between RCF and Outsourcing partners
  • Worked for Outbound, Inbound, Email and Data processing line of businesses.

Sr. Quality Analyst

Xerion Retail, Jabong, Pvt Ltd
02.2013 - 11.2013
  • Evaluating and providing feedback for monthly performance of team members
  • Attending weekly and monthly calls with clients regarding process related updates
  • Conducting Quality training for new hires as well as process refresher session with tenured employees

Quality Analyst. Process Developer

GE Money Servicing
06.2004 - 06.2009
  • Audit/ Monitor all collections associates using standard monitoring process to ensure compliant with collection Operating Instruction and applicable laws, following business procedure to handle accounts appropriately and ensure effective skills are utilized to gain payments and ensure customer satisfaction across all collection sites
  • Responsible for Outbound and Inbound collections on delinquent accounts and escalated calls

Education

MBA -

Symbiosis University
Pune, MH

Bachelor of Arts -

Allahabad University
New Delhi, DL

Diploma Aviation - Hospitality - Aviation, Ticketing & Hospitality

A.H.A
New Delhi, DL

CBSE class 12th & 10th -

M.G.M School
Bhilai, CT

Skills

  • Transactional Quality
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Accomplishments

  • Trained in FMEA and Effective Coaching Skills
  • Train the Trainer
  • Yellow Belt Training for Lean and Six Sigma overview
  • Attended self-enhancing trainings like innovative stress management, Effective Communication Skills, Effective Time Management, Stress management and interpersonal skills.

Timeline

Assistant Manager

WNS
03.2021 - Current

Lead Associate

WNS
10.2015 - 02.2021

Quality Analyst

Salebuild IT Enabled Services Pvt Ltd
09.2014 - 10.2015

Sr. Quality Analyst

Xerion Retail, Jabong, Pvt Ltd
02.2013 - 11.2013

Quality Analyst. Process Developer

GE Money Servicing
06.2004 - 06.2009

MBA -

Symbiosis University

Bachelor of Arts -

Allahabad University

Diploma Aviation - Hospitality - Aviation, Ticketing & Hospitality

A.H.A

CBSE class 12th & 10th -

M.G.M School

Projects

Projects:


a). Project name – Reduction in Not Met percentage in Sales Parameter

● Project was identified as there was increase in Not Met percentage in Sales Parameter during quality audits.

● Key benefits includes improvement in overall quality scores and revenue generated.

● Project was successfully completed in the time duration of 90 days.

b). Project name – Improvement in sales conversion

● There was an observation of constant dip in sales in preceding 2 months.

● Successful completion will ensure revenue benefit.

● Project was successfully completed.

Projects

Projects:


a). Project name – Reduction in Not Met percentage in Sales Parameter

● Project was identified as there was increase in Not Met percentage in Sales Parameter during quality audits.

● Key benefits includes improvement in overall quality scores and revenue generated.

● Project was successfully completed in the time duration of 90 days.

b). Project name – Improvement in sales conversion

● There was an observation of constant dip in sales in preceding 2 months.

● Successful completion will ensure revenue benefit.

● Project was successfully completed.

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Vidya TirkeyAssistant Manager - Quality