About
Over 5+ years extensive Hands-on experience on call audits and reports and Quality Control of the team. Working as Quality Manager where the major role is, to audit the Service request of the Hardware/Software/Virtual Desktop team audits and to eradicate the errors caused by the coordinators.
Skills & Expertise (26)
Work Experience
Associate Manager (QA)
HCL Technologies
Feb 2023 - Jul 2024
Well – versed with handling team of two – providing training, engaging with members day-to-day to check individual performance. Working with the data preparation report using POWER BI. Excel report (PIVOT) every week, month-on-month and MTD. Analyse trend, Patterns for dashboard creation. Presenting reports and working closely with cross functional (operations team). Conduct regular reviews and inspections of project deliverables. Responsible to Prepare the Quality Week on Week, Month on Month & MTD audit reports which has to be discussed with Operations & Quality team (Onsite team). To find out the opportunities and to withhold the Errors of SACM, ProcessMiss, Compliance Errors. Responsible to train new Joiners of Quality team.
Senior Operations Associate (Internal Auditor)
BYJU’S Think and Learn Pvt. Ltd.
Sep 2020 - Jan 2023
Maintain accurate documentation of project activities, decisions, and outcomes. Provide updates on project status and milestones as required. Conduct CSAT Survey and chalk out actions, and to knowledge on ticketing tool, IT service desk. Handling internal escalated cases by cross functional team, external escalations raised by sales operations and social media escalations raised by customers. Preparing Audit Report and other statements to provide feedback to top management on financial performance. Maintaining accuracy of the data in Excel reports. To take regular feedback, one-to-one sessions with associates for their improvement. Main agenda is to improve the quality of Loan verification department. To prepare the report using 7 QC tools monthly basis, Excel.
Supply chain Analyst
BYJU’S Think and Learn Pvt. Ltd.
Oct 2019 - Sep 2020
Tele verification (KYC), who has purchased Byju’s Study product via Loan(EMI). Handle outbound / inbound calls for KYC. To work on Freshdesk tickets, to document calls details along with the resolution for order-on-Hold/suspicious cases. Manage multiple, excel sheets and to close the pendency of the work. Preparing Excel reports weekly. To achieve the target on weekly basis and to overachieve the work on weekly.
Product Support Specialist
Practo Technologies Private Limited
Feb 2019 - Sep 2019
Maintain Excel file and work on it, to submit monthly/weekly reports. Role was to interact with the user (Teams or Phone call) and audit the cases accordingly providing the resolution based on it. It was a single member team, were solely responsible to resolve 650 cases per week. Customer experience (CSAT) would matter a lot, any DSAT will directly effect the sales. Customers will raise an issue, if the patient has not visited the clinic or any discrepancies for the refund of customers wallet. Experience in resolving complex technical queries of customers and issues of product functionality and defect corrections as well as coordinating with the software Engineers for product support. To interact with the customers (Doctors) for the query raised and resolve.
Education
MCA - DAYANANDA SAGAR INSTITUTIONS, Bangalore University
- 2017 · Afghanistan
BCA - VIVEKANANDA INSTITUTE OF MANAGEMENT, Gulbarga University
- 2014 · Afghanistan
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Skills (26)
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