Banita Sharma

QA Manager

Mohali, India2 yrs 8 mos experience
Highly Stable

Key Highlights

  • Expert in quality audits and compliance management.
  • Proven track record in customer experience improvement.
  • Strong leadership in team performance management.
Stackforce AI infers this person is a Quality Analyst in BPO and e-commerce sectors.

Contact

LinkedIn

Skills

Core Skills

Quality AnalysisQuality Auditing

Other Skills

Compliance MonitoringRCACalibrationFeedback SessionsLegal Notice AuditsHygiene AuditsEscalation AuditsQuality AuditsTrend AnalysisProcess ImprovementsCompliance StandardsAirline TicketingGDS SuppliersCustomer SupportService Quality

About

Quality Analyst with experience in international and domestic processes, specializing in quality audits, RCA, escalations, dashboards, and compliance management. Adept at team handling, customer experience improvement, and operational excellence across BPO and e-commerce platforms.

Experience

Teleperformance global services

Quality Analyst

– Present

Quality AnalysisQuality AuditingCompliance Monitoring

Teleperformance, mohali

2 roles

Quality Analyst

Promoted

– Present

  • Managed team quality performance across KPIs
  • Conducted calibration and feedback sessions
  • Performed RCA, legal notice audits, hygiene audits, and escalation audits
RCACalibrationFeedback SessionsLegal Notice AuditsHygiene AuditsEscalation Audits+2

Ticket Agent

– Present

  • Managed airline ticketing and agency accounts
  • Worked on IndiGo portal and multiple airline systems
  • Strong knowledge of GDS suppliers
Airline TicketingGDS Suppliers

Myntra global

Quality Analyst

– Present

  • Conducted quality audits for global customer interactions
  • Analyzed trends and shared actionable insights
  • Supported process improvements and compliance standards
Quality AuditsTrend AnalysisProcess ImprovementsCompliance StandardsQuality AnalysisQuality Auditing

Competent synergies

Customer Support Executive

– Present

  • Assisted merchants with Paytm application queries
  • Ensured customer satisfaction and service quality
Customer SupportService Quality

Dr it private limited

Quality Analyst

Aug 2023 – Present · 2 yrs 8 mos

  • Handling RCA cases, BAU quality audits, and escalation cases
  • Monitoring agent performance and ensuring SOP compliance
  • Preparing and maintaining quality dashboards and reports
  • Driving corrective and preventive action plans
RCAQuality AuditsSOP ComplianceQuality DashboardsCorrective and Preventive ActionQuality Analysis+1

Education

Ambuja cement private limited

Computer Operator Programming Assistant

IGNOU

Bachelor of Arts

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Banita Sharma - QA Manager | Stackforce