Chhavi Chopra

Operations Associate

Delhi, India5 yrs 1 mo experience

Most Likely To Switch

Key Highlights

Expert in Quality Assurance and Management Systems.
Proven track record in enhancing customer satisfaction.
Strong leadership in cross-functional team collaboration.

Stackforce AI infers this person is a Quality Assurance and Customer Service expert in the Fintech industry.

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Skills

Core Skills

Quality AssuranceQuality ManagementCustomer Service

Other Skills

Quality AuditingEnglishTeam ManagementQuality ControlQuality SystemSix SigmaProject Management Office (PMO)Enterprise Relationship ManagementCustomer Service RepresentativesSmall Team ManagementCommercePhone EtiquetteCustomer Relationship Management (CRM)Customer SatisfactionCustomer Retention

About

My main objective is to obtain a creative and challenging position in an organization that gives me an opportunity for self-improvement and leadership while contributing to the symbolic growth of the organization with technical, innovative and logical skills.

Experience

5 yrs 1 mo

Total Experience

1 yr 9 mos

Average Tenure

1 yr 10 mos

Current Experience

Hcltech

Quality Assurance Lead

Jun 2024 – Present · 1 yr 10 mos · India · On-site

Experienced in driving end-to-end quality assurance, regulatory compliance, and service delivery excellence across cross-functional teams and client environments.
Developed and implemented robust Quality Management Systems (QMS) aligned with ISO 9001, Six Sigma, and GMP standards.
Monitored KPIs to assess operational effectiveness,
identifying improvement areas and implementing corrective
measures.
Led internal, external, and regulatory audits; ensured effective execution of corrective and preventive actions (CAPA).
Defined and analyzed quality metrics to identify trends, root causes, and areas for continuous improvement.
Collaborated with cross-functional IT teams for seamless
Level 2/3 escalation and prompt issue resolution.
Directed and trained QA teams to ensure consistent adherence to quality standards and best practices.
Collaborated with production, engineering, procurement, and IT teams to meet organizational quality objectives.
Fulfilled stakeholders requirements and implemented sustainable solutions to enhance satisfaction and prevent recurrence.
Delivered detailed performance reports to senior management, highlighting quality KPIs, risks, and improvement opportunities.
Strengthened client relationships through proactive communication, issue resolution and aligning service desk performance with SLAs and compliance requirements.

Quality AssuranceQuality AuditingQuality Management

Paytm

Senior Associate

Sep 2023 – Present · 2 yrs 7 mos · Noida, Uttar Pradesh, India · On-site

Build and improve relationships with clients.
Review company practices to ensure clients get maximum satisfaction from their purchases.
Track customer Satisfaction survey data and collaborate with relevant teams to address feedback and improve service delivery.
Monitor workflows related to delivery excellence, including planning, and reporting, and identify areas for improvement.
Provide regular updates and reports on project performance, highlighting key metrics, trends and areas of improvement.
Act as a subject matter expert on delivery excellence, providing guidance, training and support to project teams as needed.
Identify potential opportunities and cross sell the products of the company.
Educate and inform clients about the company’s products, services and special offers.
Attend to client complaints and resolve issues promptly.
Conduct customer satisfaction surveys and recommend ways of improving client satisfaction.
Work with internal departments to ensure company meets clients’ expectations.

Hdfc bank

Virtual service relationship manager

Jan 2023 – Aug 2023 · 7 mos · Delhi, India · On-site

Handing and resolving super premium customer complaints/queries over phone.
Handling products like Credit Card, Banking, Assets,Demat,Hotlisting
Providing end to end services to premium customers.
Providing customers with relevant product and service information.
Cross selling various banking products to customers over phone.

EnglishTeam ManagementCustomer Service

Hdb financial services ltd.

Phone Banker

Feb 2021 – Jan 2023 · 1 yr 11 mos · Delhi, India

Handing and resolving customer complaints/queries over phone.
Providing customers with relevant product and service information.
Cross selling various banking products to customers over phone.

EnglishTeam ManagementCustomer Service

Talent4assure assessment services private limited

Digital Marketing Intern at Talent4Assure Assesment Services Private Limited

Jun 2019 – Jun 2019 · 0 mo · New Delhi Area, India

In Talent4Assure, I have been working with digital marketing team which was under Mr. Saksham Dhingra, an experienced veteran. Digital marketing is a combination of many online marketing tools. These are SEO, SMM, Web Analytics, Google Analytics, Google AdWords, etc.

English