Nayna Poddar

Operations Associate

Gurugram, Haryana, India4 yrs 7 mos experience

Highly Stable

Key Highlights

Expert in quality assurance for e-commerce platforms.
Proven track record in improving operational efficiency.
Strong analytical skills driving impactful insights.

Stackforce AI infers this person is a Quality Assurance Specialist in E-commerce and BFSI sectors.

Contact

Skills

Core Skills

Quality AssuranceQuality ControlQuality AuditingQuality Improvement

Other Skills

Customer Relationship Management (CRM)Root Cause AnalysisCustomer ExperienceCustomer InteractionProject ManagementVendor ManagementFeedback Management7 QC ToolsRoot CauseProblem SolvingCoachingAnalytical SkillsProcess AuditingOral CommunicationCommunication

About

Detail-oriented and process-driven Quality Analyst with hands-on experience in delivering high-quality outcomes across E-commerce and digital BFSI operations. I currently contribute to Google’s Shopping vertical through HCL Technologies, where I focus on ensuring the accuracy of seller and product ratings, validating feedback, and maintaining consistency with platform guidelines. Previously at Stream Digital, I specialized in auditing digital NBFC workflows, ensuring quality standards were upheld in fast-paced sales environments. I bring a strong understanding of quality control processes, root cause analysis (RCA), and training needs identification (TNI/TNA), paired with the ability to drive impactful insights through structured audits and reporting. ** Adept with QA tools, Google Workspace, CRM platforms, and documentation systems ** Skilled in preparing actionable reports to highlight quality trends and support training ** Passionate about data integrity, user trust, and scalable quality frameworks Let’s connect if you’re building systems that require operational precision, performance insight, and platform compliance at scale.

Experience

4 yrs 7 mos

Total Experience

1 yr 4 mos

Average Tenure

6 mos

Current Experience

Concentrix

Lead Training and Quality

Oct 2025 – Present · 6 mos · Gurugram, Haryana, India

Hcltech

Senior Analyst

Mar 2025 – Nov 2025 · 8 mos · Gurugram, Haryana, India · On-site

As a Quality Analyst at HCL Technologies, I’m part of a high-impact team working on the Google Shopping e-commerce project. My core responsibilities include:
Validating and monitoring seller and product ratings for accuracy and compliance
Conducting audits to identify discrepancies against platform guidelines
Supporting data annotation and feedback processes for ongoing content refinement
Generating daily/weekly quality reports using internal QA dashboards
Ensuring all data aligns with Google’s content and rating policies
By ensuring high content accuracy and policy adherence, I help strengthen the user experience and trust within Google’s global shopping platform.

Customer Relationship Management (CRM)Root Cause AnalysisQuality AssuranceQuality Control

Stream digital services

Quality Analyst

Feb 2022 – Mar 2025 · 3 yrs 1 mo · Jamshedpur, Jharkhand, India · On-site

Spearheaded initiatives to improve call quality, achieving a 20% improvement in overall quality scores.
Conducted in-depth product and process training, leading to a 30% increase in operational efficiency.
Collaborated with operations and business teams to document process and business requirements, streamlining workflows.
Monitored and analyzed call metrics, providing actionable feedback to enhance agent performance.
Conducted regular calibration sessions to ensure alignment on evaluation standards and criteria.

Customer ExperienceCustomer InteractionQuality AuditingQuality Improvement