Detail-oriented Senior Quality Analyst with 2+ years of experience in ensuring product andservice excellence. Proficient in quality assurance methodologies, including Six Sigma principles,to identify and mitigate defects, streamline processes, and improve overall efficiency. Adept atusing a variety of QA tools and technologies to monitor, analyze, and enhance performancemetrics. Excellent problem-solving skills with a strong commitment to maintaining highstandards of quality… Show more Detail-oriented Senior Quality Analyst with 2+ years of experience in ensuring product andservice excellence. Proficient in quality assurance methodologies, including Six Sigma principles,to identify and mitigate defects, streamline processes, and improve overall efficiency. Adept atusing a variety of QA tools and technologies to monitor, analyze, and enhance performancemetrics. Excellent problem-solving skills with a strong commitment to maintaining highstandards of quality and compliance. Show less

• Mentoring the team, monitoring the calls and sharing feedbacks, training the team on new process updates and conducting team hurdles.• Taking customer escalation calls when required and handling CEO desk complaints.• Also handling customer and driver partner safety related escalations on real time basis.• Sharing inputs and feedback’s to improve/enhance the customer experience.

• Joined as a Senior customer care associate for “CARDS” (credit cards) team. • Received multiple appreciation direct from the clients for maintaining 100% call quality.• I was promoted as a team coach for showcasing consistent performance.• Driving the team on achieving the team targets, mentoring and sharing feedbacks.

• I started my career with IBM Dash as a Practitioner and worked for the department or process called “Collections” (Airtel) for the period of 25 months and later moved to another LOB called “Telemedia” (Airtel).• In the span of 32 months I have received multiple STAR performer awards.• I was promoted as a Senior Practitioner in July 2013.