Headline

Quality and Training Professional ll Experienced ll Operationsll Process improvement ll Six Sigma ll Customer service skills ll Project Management ll Escalation handling ll Communication ll Client management

About

Results driven professional with extensive experience in implementing quality management systems and driving continuous improvement initiatives within teams with over 8.8 years of experience in various projects related to e-commerce,travel, telecom, manufacturing, government based platforms handling 500+ employees.I am passionate about driving continuous improvement and ensuring excellence in every aspect of operations. My expertise lies in developing and implementing robust quality management systems, training management,customer handling and satisfaction, conducting audits, project handling and project execution, operation management, training and development, client and customer escalation handling , hiring, client coordination,and fostering a culture of quality throughout the organization. I have successfully led cross-functional teams to achieve compliance with industry standards, resulting in enhanced product quality and customer satisfaction. My analytical skills enable me to identify areas for improvement, streamline processes, and reduce operational risks.

Location

Greater Delhi Area

Work experience

Quality Management Specialist at Astra Business Services Pvt. Ltd., May 2025 - Present · 1 yr 2 mos, Noida, Uttar Pradesh, India, • Experienced quality specialist with a proven track record of ensuring high-quality standards in products and services. • Demonstrated expertise in conducting audits, analyzing data, and implementing corrective actions to improve overall quality performance. • Proficient in utilizing various quality tools and methodologies such as Six Sigma and Root Cause Analysis to drive process improvements. • Strong communication skills with the ability to collaborate cross-functionally to identify areas for improvement and implement effective solutions to enhance quality processes. • Possess a keen eye for detail and a strong focus on customer satisfaction, resulting in consistently exceeding quality expectations and increasing customer loyalty. • Monitor and evaluate inbound/outbound calls, emails, and chat interactions for quality assurance. • Identify trends, areas of improvement, and training needs based on quality assessments. • Provide detailed feedback and coaching to agents for performance enhancement. • Prepare and share regular quality reports, dashboards, and analysis with stakeholders. • Ensure adherence to company and client guidelines, compliance, and SLA metrics. • Collaborate with training and operations teams to close performance gaps. Participate in calibration sessions to align quality standards. • Recommend process and policy improvements to enhance customer experience and efficiency

Assistant Manager Quality and Training at IFFCO Kisan Suvidha Limited, Dec 2018 - Sep 2023 · 4 yrs 10 mos, Delhi, India, Applied coaching techniques and Quality methodology to support managers and team members in improving performance • Developed quality planning for new project launches by verifying client requirements. • Assessed product quality by monitoring quality assurance metrics, reports and dashboards • Collaborated with audits clients and action owners to apply root cause analysis guidance and establish effective corrective action plans. • Analyze and Report Trends in Agents/Process performance • Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction • Implemented new quality assurance and customer service standards. • Conducting training sessions on quality control methods and techniques to ensure that all employees are familiar with best practices • Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards • Awarded as Best Supervisor in Yearly Appraisals

Quality Analyst at iEnergizer, Oct 2015 - Mar 2018 · 2 yrs 6 mos, Noida, Uttar Pradesh, India, Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training • Developed and maintained quality assurance procedure documentation • Conducted performance evaluation of employees to identify and categorize staff members as target achievers and non-achievers • Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call • Investigated and solved escalations and satisfied customers with concrete solutions to their problems • Identified areas and opportunities to upgrade quality standards within management processes and systems • Participates in customer and client listening programs to identify customer needs and expectations. • Awarded as Best Supervisor in Quarter Appraisals

Team Lead at inTarvo Technologies Pvt. Limited, Mar 2014 - Sep 2015 · 1 yr 7 mos, Noida, Uttar Pradesh, India, Established open and professional relationships with team members to achieve quick resolutions for various issues • Conducted training and mentored team members to promote productivity and commitment to friendly service • Provide the team with a vision of the project objective • Operational Management: Managing the floor, adherence to schedule. Coach and help develop team member • Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call • Recommendations for product and process development based on customer feedback and analysis of the same. • Compiling reports on team’s performance and customer feedback

Customer Service Department at Infosys, Nov 2013 - Dec 2013 · 2 mos, Mysore, Karnataka, India, Done Internship related to Customer Handling Skills. -Assist in handling customer queries and complaints in a professional manner Learn to manage CRM tools and document customer interactions Shadow experienced customer service representatives to understand workflow Participate in training on conflict resolution and communication skills Help improve customer satisfaction through timely support and follow-ups Collect feedback and contribute to service improvement initiatives

Education

Bachelor's degree, Information Technology, Bhadrak institute of engineering and technology