Drishti Jain

Operations Associate

Delhi, India2 yrs experience

Highly Stable

Key Highlights

Proven track record in quality management and customer engagement.
Strong analytical skills demonstrated through data-driven decision-making.
Experience in training and development within HR frameworks.

Stackforce AI infers this person is a Quality Management and Customer Experience specialist in the Food Delivery industry.

Contact

Skills

Core Skills

Quality ManagementOperations ManagementCustomer Relationship ManagementQuality AssuranceCustomer Experience

Other Skills

QualityInternal AuditsData AnalysisTrainingDevelopment (HR)Interpersonal CommunicationAttention to DetailFinancial AnalysisTraining and Development (HR)Employee TrainingQuality of Service (QoS)Total Quality Management (TQM)Quality ControlQuality Assurance ProcessesQuality Auditing

About

I have done my schooling from queen Mary's school. I had commerce in high school and I completed my 10th and 12th with 91% and 86% respectively. currently I'm an undergraduate pursuing Bachelor's of business administration from Guru Gobind Singh indraprastha University. I've done a certification course in project management from swayam portal and I've also done a certification course in English speaking and proficiency from voLt education. Right now I'm a summer intern at zielhoch company working under portfolio managers and my domain in this internship is marketing and hr I have major interest in banking and finance sector and I'll be really happy if I get to learn about the same..

Experience

2 yrs

Total Experience

2 yrs

Average Tenure

2 yrs

Current Experience

Zomato

2 roles

Quality Analyst

Promoted

Apr 2025 – Present · 1 yr · Gurugram, Haryana, India · On-site

I am currently working as a Quality Analyst, managing 4 core processes out of 29 within the operations framework: Catalogue Tool, Dishbytes (Menu Reels), Catalogue Ticketing, and Photoshoot Catalogue Ticketing.
My role involves conducting quality audits to ensure process adherence, data accuracy, and SLA compliance across catalogue-related operations. I am responsible for training and certifying ticketing agents, providing structured feedback, and driving continuous performance improvement.
I actively coordinate with vendors and cross-functional teams to ensure seamless catalogue uploads, menu updates, and photoshoot-related catalogue execution. Additionally, I design and maintain detailed Excel trackers and dashboards to monitor KPIs, identify error trends, and support data-driven decision-making.
Ensure end-to-end support quality for restaurants — from onboarding to handling post-onboarding queries.

QualityInternal AuditsQuality ManagementOperations Management

Customer Delight

Apr 2024 – Apr 2025 · 1 yr · Gurugram, Haryana, India · On-site

#Keeping the vibe alive at Zomato.
I've been working as a chat associate for a year, starting in the general queue and now handling top-tier customers on the special desk. I also support the non-core email team during lean hours, ensuring prompt and effective resolutions. I've actively contributed to various engagement and business activities, such as the birthday calling initiative—where I wished our most enthusiastic and loyal foodies and delivered exceptional hospitality—and a project was held when the innovations team came to asf and they wanted the user insight for their new feature (innovations showcase), where I took the survey of some of the most special users to whom the showcase was visible and shared insights on user response to new app features. These experiences have greatly enhanced my confidence, communication, and decision-making skills. I also handle supervisor calls when needed and consistently prioritize chat quality and customer satisfaction.

QualityTrainingDevelopment (HR)Customer Relationship ManagementQuality Assurance