Tanvi Priya
Dorchester,MA
Summary
Senior Quality Analyst Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects.
Overview
9
9
years of professional experience
Work History
D.A.V
01.2005
- RanchiCollaborate with vendor partners and internal support teams to identify and implement workflow gaps and areas for process improvement opportunities
- Identify and forward examples of high quality calls and poor quality calls to leadership team
- Coaching Others-Train and mentor support analysts and vendor agent teams
- Use coaching concepts and methods; ability to encourage, motivate, and guide individuals and teams in learning and improving effectiveness
- Analytical Thinking-Suggest techniques that promote effective analysis and the ability to determine the root cause of problems and create alternative solutions that resolve the problems in the best interest of the business
- Use call monitoring and audio recording software to evaluate voice call performance
- Identify performance gaps including missed customer satisfaction opportunities and create solution alternative for agent coaching
- Internal Controls-Create, implement, evaluate and enhance processes in internal controls
- Utilize an in-depth understanding of metrics and workflows in order to analyze and report on trends, issues, and quality defects
- Data Gathering and Reporting-Communicate with internal and external stakeholders in an effective, organized, and empathetic manner
- Utilize tools, techniques and processes for gathering and reporting data in a particular department or division of a company
- Utilize data to provide insights and recommended action plans to improve program QA
- Customer Support Policies, Standards and Procedures-Operationalize and standardize new and existing policies, processes and procedures by reviewing QA scorecards and structuring appropriate training material
- Apply company's customer support policies, standards and procedures and ability to guide customers on all company interactions.
Quality Analyst
PayPal
08.2019 - 03.2023
- Provided thorough documentation on all quality control activities and results
- Ensured compliance with company standards, regulations and procedures related to quality control
- Evaluated performance metrics from existing processes to recommend improvements in product quality
- Monitored production processes for accuracy and conformance to established standards
- Collaborated with cross-functional teams to ensure that product specifications are met or exceeded
- Participated in continuous improvement initiatives by suggesting changes or modifications to existing processes or procedures
- Trained personnel on proper use of tools, equipment, materials, and software used for quality assurance purposes
- Prepared presentations summarizing findings from various tests or experiments conducted during the course of a project.risk
- Evaluated effectiveness of current risk management processes and identified opportunities for improvement
- Developed and implemented strategies to improve call quality, such as training programs and process improvements
- Collected business intelligence data from industry reports, public information or purchased sources.audiences.
Quality Analyst
Swiggy Operations Management Office
08.2018 - 07.2019
- Developed and implemented quality assurance processes, procedures, and standards to ensure product quality
- Conducted internal audits of production facilities to ensure compliance with safety regulations and industry standards
- Reviewed customer feedback data to identify areas for improvement in product design and development
- Monitored performance metrics to assess the effectiveness of quality control initiatives
- Provided technical support to customers on issues related to product quality
- Managed a team of Quality Analysts and provided guidance on best practices for testing protocols
- Collaborated with cross-functional teams such as Engineering, Product
- Development, and Operations to ensure product quality goals were met
- Trained new Quality Analysts on established procedures and techniques used in assessing product quality
- Implemented changes based on customer feedback to improve overall satisfaction with products
- Investigated customer complaints regarding product defects or malfunctions
- Maintained up-to-date knowledge about current industry trends in order to identify opportunities for improvement in existing processes.
Quality Analyst
Xiaomi
05.2016 - 06.2018
- Manages Risk-Responsible for driving consistency by performing quality audits and analysis across multiple channels (voice calls and written chat/email/case notes/social media interactions) for internal/vendor teams as a senior domain expert
- Assesses and effectively manages all of the risks associated with the business objectives and activities to ensure activities are in alignment with the company's risk appetite and risk management framework
- Perform meta-quality audits for internal/external teams to review quality calibration, defect trends, and quality disputes
- Customer Focus - Utilize values and practices that align customer needs and satisfaction as primary considerations in all business decisions, and ability to leverage that information in creating customized customer solutions
- Quality Management-Apply quality management methods, tools, and techniques used to create and support an environment that meets the needs of the organizationLANGUAGES
- Date of Birth: 05/14/1989
- Nationality: Indian
Quality Analyst
Panama Technologies
06.2015 - 04.2016
- Responsible to check and maintain audit sheet for calls, e-mails & chat; creating report on daily basis; monitor call, emails and chats on daily basis; maintain fatal errors sheet; explain the fatal errors to the representative; meet all the deliverables and providing training and explanation to reduce the fatal errors
- Appropriately shares ideas and information with others
- Practices attentive and active listening
- Ensures that regular and consistent communications take place
- Expresses oneself clearly in conversation and interaction with others
- Develop, present and effectively communicate ideas and strategies to a variety ofSenior Quality Analyst
Seller Consultant
Flipkart India Private Limited
09.2014 - 05.2015
- Responded to customer inquiries or complaints pertaining to a business product or service via email
- Demonstrated excellent time management skills and worked independently using departmental resources, policies and procedures
- Met all the deliverables as per SLA of the respective process
- Maintained the email processing accuracy, Payment, financial accuracy and delivering in line with the seller expectations
- Prioritized workflow planning and workflow supervision
- Maintained metrics such as quality, productivity, first contact resolution, and attendance
- Interacted with the Seller and made the seller go live to ensure smooth operations
- Dealt with various sellers, merchandising activities like uploading of the products on the company site
- Field emails from customers who need assistance with setup, operation or troubleshooting of various products
- Provided prompt and efficient service to Flipkart sellers and merchants including the appropriate escalation of seller issues
- Resolved billing complaints by performing tasks like exchanging merchandising, adjusting bills or refunding the customer's money 3
Education
P.G - Media
WLCI
B.B.M - undefined
Oxford College of BBM
12th -
DAV Hehal
RanchiSkills
- Manages Risk
- Customer Focus
- Quality Management
- Coaching Others
- Analytical Thinking
- Internal Controls
- Data Gathering and Reporting
- Customer Support Policies,
- Standards And Procedures
- MS Office: Word, Excel, PowerPoint
- Audit Processes
- Call Monitoring Feedback
- Risk Assessment
Timeline
Quality Analyst
PayPal
08.2019 - 03.2023
Quality Analyst
Swiggy Operations Management Office
08.2018 - 07.2019
Quality Analyst
Xiaomi
05.2016 - 06.2018
Quality Analyst
Panama Technologies
06.2015 - 04.2016
Seller Consultant
Flipkart India Private Limited
09.2014 - 05.2015
D.A.V
01.2005
P.G - Media
WLCI
B.B.M - undefined
Oxford College of BBM
12th -
DAV Hehal
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