Tanvi Saxena

CEO

Delhi, India12 yrs 9 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Proven track record in quality assurance.
Expert in developing action plans for service improvement.
Strong collaboration with stakeholders to enhance quality frameworks.

Stackforce AI infers this person is a Quality Assurance Specialist with a focus on service improvement in SaaS environments.

Contact

Skills

Core Skills

Quality AssuranceStakeholder CollaborationTraining

Other Skills

TeamworkMicrosoft OfficeMonitoringEvaluationData AnalysisAction PlansQuality FrameworksQuality MonitoringFeedbackCoachingMicrosoft ExcelManagementMicrosoft WordPowerPointPublic Speaking

About

At Adobe, my role pivots on enhancing quality assurance through meticulous monitoring and evaluation, directly impacting the consistency of our sales function. With a steadfast commitment to excellence, I spearhead initiatives that drive service improvement and maintain a strong track record in deploying effective action plans. Leveraging knowledge from my tenure as a Quality Specialist, I collaborate closely with stakeholders to advance our quality frameworks.

Experience

12 yrs 9 mos

Total Experience

2 yrs 6 mos

Average Tenure

5 yrs

Current Experience

Adobe

2 roles

Lead

Jul 2023 – Present · 2 yrs 9 mos · Noida, Uttar Pradesh, India

TeamworkMicrosoft OfficeQuality AssuranceStakeholder Collaboration

Quality Specialist

May 2021 – Aug 2023 · 2 yrs 3 mos · Noida, Uttar Pradesh, India

Monitor and evaluate Sales specialists performance for consistency in adherence to guidelines and provide direct feedback regarding strengths and weaknesses.
Maintain reports and data to keep track of quality of support
Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
Design & deploy Bottom Quartile Management
Partners with stakeholders to drive initiatives to improve quality of service.
Lead calibration sessions and support QA training initiatives as needed
Prepare and present weekly/monthly quality analysis to internal & external stakeholders
Lead internal & external meetings as needed, support the team in building long term vision for Quality
Determining and agreeing on in-house quality procedures, standards and specifications
Create trend analysis of reviews to identify training requirements and improvement of processes, at a regional level.
Reviews customer interactions and provides feedback and coaching to support best in class customer experience
Work with the training team and use root cause analysis to suggest corrective and preventive actions to the operations management team to continually enhance the customer experience.
Propose guides for selling skills and soft skills and different techniques required to assist our diverse customer base.
Play an active role in being an advocate for change aligned with larger business objectives related to people, process and technology
Improve quality effectiveness by participating in educational opportunities; reading professional publications, studying the latest industry trends in Customer Experience, Support, and Quality

MonitoringEvaluationData AnalysisAction PlansQuality FrameworksQuality Assurance+1

Real time data services

Quality Analyst

Jul 2018 – May 2021 · 2 yrs 10 mos · Gurgaon, India

Responsible for call/chat/Email quality monitoring as per Six Sigma model
Provide feedback to agents using a prescribed feedback model to improve quality scores
Mentoring and coaching agents on process level issues
Monitor adherence to compliance procedure and processes
Responsible for reporting the program level quality score to the process owners
Responsible for conducting calibration and performance review call in terms of quality with the client as well as the internal team
Conduct refresher training based on the errors identified
Maintaining update log and communicate process updates by conducting a session
Perform weekly analysis aiming at improving SLA
Perform brainstorming and root cause analysis to analyze data and provide tips or suggestions to operation/management team
Identify and highlight potential risk areas and recommend preventive action
Maintaining a robust monitoring system to ensure key program metrics are adhered to and required level of quality is maintained across the board
Data analysis and making designated reports/decks
Should be able to identify gaps and provide insights for process improvements
Identify trends and recommend opportunities for improvement

Quality MonitoringFeedbackCoachingData AnalysisQuality AssuranceTraining

Bennett coleman and co. ltd. (times group)

Times Internet Limited

Aug 2016 – Jul 2018 · 1 yr 11 mos · Noida Area, India

Quality Executive

Wake up india foundation

Member

Jan 2014 – Jan 2015 · 1 yr · New Delhi Area, India

Active member of WAKE UP INDIA FOUNDATION. Been a part of events related to spreading awareness of eve teasing, Acid attacks crimes, save trees and illiteracy.

Young acheivers

Co Founder

Jan 2011 – Jan 2013 · 2 yrs · New Delhi Area, India

Young achiever was a startup institute for Children from class 1 st to 10 th . It had an enrolment of 45 students. It was founded by me and managed with 2 more teachers. I’ve taught children for over 4 years.