Shiwani Pokhriyal

QA Manager

Dehradun, Uttarakhand, India5 yrs 9 mos experience

Highly Stable

Key Highlights

Proven track record in enhancing customer satisfaction.
Expert in quality assurance and governance.
Strong leadership in performance management and coaching.

Stackforce AI infers this person is a Quality Assurance and Customer Experience expert in the B2B service industry.

Contact

Skills

Core Skills

Quality Assurance & GovernanceCustomer Experience ManagementQuality Audits & Compliance ManagementCalibration & Qa StandardizationPerformance Management

Other Skills

Process excellenceautomationData Analytics & ReportingPerformance Management (Coaching & PIP)Reporting & Quality Analytics (Excel / Power BI)RCA & 5 Why AnalysisStakeholder & Partner ManagementData Analytics & Reporting (Power BI, Excel)Data AnalysisAnalytical SkillsMicrosoft ExcelCustomer ServiceManagementLeadershipStrategic Planning

About

My goal is that i want a paltform where i can grow my career.

Experience

5 yrs 9 mos

Total Experience

4 yrs 5 mos

Average Tenure

1 yr 4 mos

Current Experience

Zupee

Senior Quality & CX Leader | QA Governance | Automation, RCA & Compliance | Driving CSAT/NPS & FCR

Dec 2024 – Present · 1 yr 4 mos · Gurugram, Haryana, India · Hybrid

Leading quality governance across 3 partner sites (Globiva, Reboot, Digitech), ensuring adherence to QA standards and compliance benchmarks.
Managing and mentoring Quality Analysts handling outsourced operations, driving standardization and performance improvement.
Designed and implemented end-to-end Quality Monitoring Frameworks (QMFs) for inbound, outbound, and ticketing processes.
Driving CSAT/NPS improvement through audits, calibrations, RCA initiatives, and targeted coaching plans.
Delivering QBRs/MBRs/WBRs with senior stakeholders, enabling data-driven decision-making.
Implemented automation and process improvements enhancing efficiency and customer experience.

Customer Experience ManagementProcess excellenceautomationQuality Assurance & Governance

Jindalx

Quality Assurance Team Lead

Jun 2020 – Nov 2024 · 4 yrs 5 mos · Delhi, India · On-site

Led quality audits across calls, chats, and emails, ensuring compliance with client and organizational standards.
Conducted client and internal calibration sessions to standardize QA scoring and reduce variance across teams.
Drove agent performance improvement through KPI tracking, structured coaching, and PIP implementation.
Built and maintained Excel and Power BI dashboards to track quality trends, defects, TNI, and overall performance.
Strengthened client and stakeholder relationships by sharing VOC insights, aligning benchmarks, and driving accountability.
Designed and delivered training initiatives including ATA, refreshers, and calibration trainings to improve evaluation accuracy.
Implemented process improvements and monitoring frameworks that contributed to improved CSAT/NPS and operational efficiency.

Quality Audits & Compliance ManagementCalibration & QA Standardization