Mudita Dadhich
Quality Assurance Specialist
About
Results-driven Quality Assurance Specialist with 5+ years of experience in QA methodologies, compliance audits, root cause analysis (RCA), and continuous process improvement. Skilled in Six Sigma principles, defect analysis, test planning, KPI monitoring, and client interaction to ensure optimal service quality and operational excellence. Proven ability to lead teams, perform calibration, and implement corrective actions for performance improvement.
Skills & Expertise (15)
Work Experience
Senior Quality Analyst
Teleperformance Global Services Pvt. Ltd. (International)
Jul 2024 - Present
Promoted to Senior QA for Dyson process handling USA and Canada clients. Lead and manage QA team: task allocation, audit alignment, performance monitoring. Conduct ATA (audit the auditor) checks, internal calibration sessions to ensure accuracy. Analyze data and generate dashboards for agent CAT, trends, compliance, and hygiene reports. Acted as Master Calibrator for quality consistency; prepared and presented Monthly Business Reviews. Conducted QA orientation for supervisors; participated in new hire meetings for training improvements. Managed roster planning, rebuttal handling, and coverage reports for BAU audits.
Quality Analyst
Teleperformance Global Services Pvt. Ltd. (International)
Oct 2022 - Jul 2024
Monitored chats and emails for Dyson process; prepared RCA for escalations. Conducted quality coaching sessions, compliance audits, and detractor analysis. Led monthly calibrations with team leaders and trainers to ensure scoring consistency.
Quality Analyst
Fusion BPO Services
Apr 2022 - Oct 2022
Only QA for Nurture.Farm process focusing on sustainable agriculture. Monitored telesales campaigns; performed root cause analysis and hygiene audits. Issued audit reports; maintained schedules and tracked closures on findings. Conducted calibration and variance analysis to align operations, training, and quality.
Quality Analyst
Teleperformance Global Services Pvt. Ltd.
May 2020 - Apr 2022
Worked on Samsung process handling technical troubleshooting and escalations. Monitored calls, emails, and chats; provided feedback to improve quality and reduce errors. Created and implemented customer complaint logs, control plans, and process improvements. Handled escalation desk for critical client issues ensuring maximum customer satisfaction.
Education
MBA in Operations Management - Narsee Monjee Institute of Management Studies (NMIMS)
2021 - 2023 · Afghanistan
B.Tech in Electronics & Communication - Chandigarh Group of Colleges, Landran
2017 - 2020 · Afghanistan
Diploma in Electronics & Communication - Sant Longowal Institute of Engineering & Technology
2014 - 2017 · Afghanistan
Certifications
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Skills (15)
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