Manisha Chauhan

Operations Associate

Gurugram, Haryana, India9 yrs experience

Key Highlights

Proven track record in implementing policies for efficiency.
Skilled in managing teams and developing training programs.
Expertise in quality assurance and customer satisfaction.

Stackforce AI infers this person is a Quality Assurance and Operations Management expert in BPO and customer service sectors.

Contact

Skills

Core Skills

Operations ManagementPeople ManagementTeam LeadershipQuality AssuranceAuditingCoaching & MentoringCustomer ServiceCustomer Support

Other Skills

Team ManagementOperational and Quality assurance expertiseData analysis and performance matrixDeveloping and implementing quality strategiesCollaborate with teamsAnalyze quality dataTrain & guide new joiningMonitor and track team behaviorConstructive FeedbackStreamlined quality assurancePerformance testsCommunicated with teamsConducted CalibrationTracked vendor quality performanceCollaborated with cross-functional teams

About

Overseeing day-to-day operations of the organization. Collaborate with various teams to optimize processes and achieve operational goals. Proven track record in implementing new policies and procedures resulting in increased efficiency, reduced errors, and improved quality control. Skilled in managing teams, and developing training programs to increase employee satisfaction and retention. Let's connect to discuss how my expertise and your organization’s goals can align to achieve exceptional results.

Experience

9 yrs

Total Experience

1 yr 9 mos

Average Tenure

1 yr 10 mos

Current Experience

Cashify

2 roles

Manager

Promoted

Apr 2025 – Present · 1 yr 1 mo · On-site

People ManagementOperations Management

Assistant Manager

Jun 2024 – Mar 2025 · 9 mos · On-site

 Operational and Quality assurance expertise
 Data analysis and performance matrix,
 Managing day to day operations to boost efficiency and productivity or cost
 Developing and implementing quality strategies to improve customer satisfaction and services
 Leading high performing team to achieve exceptional goals
 Collaborate with teams to identify and resolve quality issues, driving improvement and excellence
 Track and measure adherence to organizational processes, ensuring compliance and identifying areas for improvement.
 Analyze quality data to identify trends and areas for improvement, and create reports to communicate insights and metrics to stakeholders
 Train & guide new joining in the team
 Monitor and track team behavior and performance on a daily basis

Team LeadershipTeam ManagementOperational and Quality assurance expertiseData analysis and performance matrixDeveloping and implementing quality strategiesCollaborate with teams+4

Paytm

Senior Quality Analyst

Nov 2023 – Jun 2024 · 7 mos · Noida, Uttar Pradesh, India · On-site

1. Streamlined quality assurance by conducted performance tests, assessing features including functionality, reliability, performance and quality.
2. Communicated regularly with operating teams and other stakeholders to review quality of system.
3. Conducted Calibration weekly among the vendors
4. Keeping a track on vendor quality performance and submit report to Paytm management
5. Collaborated with cross-functional teams to establish quality standards, ensuring alignment with
organizational goals and objectives.
6. Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
7. Participated in departmental meetings to establish short and long-term strategy.

AuditingConstructive FeedbackStreamlined quality assurancePerformance testsCommunicated with teamsConducted Calibration+4

Q-connect

Quality Analyst

Jul 2021 – Nov 2023 · 2 yrs 4 mos · Noida, Uttar Pradesh, India · On-site

1. Assisted in quality assurance and control processes, conducting audits and evaluations of customer interactions, including calls, emails, and chat conversations
2. Collaborated with the quality assurance team to identify areas for improvement and provided feedback and coaching to agents to enhance their performance and adherence to quality guidelines
3. Supported the analysis of quality data, identified trends, and assisted in the preparation of reports for management, highlighting key performance indicators and suggesting strategies for improvement
4. Participated in calibration sessions and team meetings to ensure consistent evaluation standards across the organization
5. Conducted root cause analysis for quality issues and implemented corrective actions to prevent future occurrences
6. Handled customer inquiries, resolved issues, and provided exceptional customer service, maintaining a high level of customer satisfaction
7. Consistently achieved or exceeded performance targets, including call quality, average handling time, and customer satisfaction ratings.

Quality AuditingCoaching & MentoringConducting auditsCollaborated with quality assurance teamSupported analysis of quality dataParticipated in calibration sessions+3

Career Break

Jun 2019 – Jun 2021 · 2 yrs · Noida, Uttar Pradesh, India

Ienergizer

Senior Executive

Feb 2017 – May 2019 · 2 yrs 3 mos · Noida, Uttar Pradesh, India · On-site

1. Handled customer inquiries, resolved issues, and provided exceptional customer service, maintaining a high level of customer satisfaction.
2. Collaborated with team members and supervisors to address complex customer concerns and ensure swift resolution
3. Consistently achieved or exceeded performance targets, including call quality, average handling time, and customer satisfaction ratings

Voice of the CustomerCustomer Escalation ManagementHandled customer inquiriesCollaborated with team membersAchieved performance targetsCustomer Service+1