*Worked as a Sr. QA for the Fare Destination Company.A Travel Process Quality Analyst is responsible for ensuring that all travel-related processes and services meet the required standards of quality and efficiency. This role typically involves monitoring, evaluating, and improving the procedures used in travel booking, customer service, and other related operations.*Responsible for the team of 20 associates.*Audited Sale call & ACPT Calls agent Every Day.*Validated concession given by the agents by auditing Multiple calls & Live Call*Sharing critical feedback along with the call listening and ensuring timely closure of the feedbacks*Flagging fatal cases.*Raising CMPs as per the SOP.*Floor walk of 30 mins. to ensure agents are being

Handling the Quality audits of International Process(CanadaMarket) for ApplyBoardØ Create Quality planner for process to implementØ Ensures 100% audit coverage of all specialistsØ Handling of OJT batchesØ Worked with Project for BQ advisor Performance improvementØ Arranged Quality Sessions (Call listening/Calibration)Ø Publish TNI Report & TNI Efcacy reportØ Publish DQR & MQR (Daily Quality Report & Monthly Quality Report.Ø Publish CQ Dashboards & Maintained all tracker(Feedback/Fatal/Briefing).

*Worked as a QA for the DLF Home (Pre Sales Booking) and AFLI (Insurance Policy renewal) process.*Responsible for the team of 45 - 50 associates.*Audited 3 call per agent per week.*Validated concession given by the agents byauditing Multiple calls & Live Call*Sharing critical feedback along with the call listening and ensuring timely closure of the feedbacks*Flagging fatal cases.*Raising CMPs as per the SOP.*Floor walk of 30 mins. to ensure agents are beingcompliant.*Flagging non-compliant cases.*Participated in calibration per week and ensured variance within the range.*Published dip-check reports on a daily basis.*Published TNI report using QC tools along with the weekly data analysis.*Conducting regular sessions for the team to clear the doubts and sharing the latest updates.*Highlighting process gaps.Skills: 5 Why. Six Sigma Yellow Belt Data Analysis -Multitasking. Quality Assurance - Quality Assurance Processes Teamwork

*Worked as a QA for the CPP process.*Responsible for the team of 30-35 associates.*Audited 4 calls per agent per week.*Sharing critical feedback along with the call listening and ensuring timely closure of the feedbacks.*Flagging fatal cases.*Raising ZTPs as per the SOP*Flagging non-compliant cases,*Participated in calibration per week and ensuredvariance within the range.*Published dip-check reports on a daily basis.*Conducting regular sessions for the team to clear the doubts and sharing the latest updates.*Highlighting process gapsSkills: Data Analysis Multitasking. Quality Assurance Quality Assurance Processes. Teamwork