Ritu Raman Tiwari

Operations Associate

Delhi, India9 yrs 11 mos experience

Key Highlights

Expert in quality assurance and training management.
Proven track record in improving customer satisfaction.
Strong experience across diverse industries.

Stackforce AI infers this person is a Quality Assurance and Training Specialist in the Travel and E-commerce sectors.

Contact

Skills

Core Skills

Quality AssuranceTraining ManagementQuality AuditingQuality Control

Other Skills

People ManagementChange ManagementCommunicationCustomer SupportData AnalysisQuality ManagementConflict ManagementMicrosoft ExcelMicrosoft PowerPointInternal AuditCustomer RetentionCustomer ExperienceData EntryPresentation Skills

About

Assistant Manager - Quality and Training at TBO.com , Skilled Quality and Training Manager with strong experience in the travel industry, gaming, e-commerce, ed-tech and Sales. Expert in handling customer service processes, improving quality, and training teams to deliver better results. Good at finding gaps, fixing issues, and ensuring all work follows company standards. Experienced in using CRM tools like Zen-desk, fresh-desk, Haptic and Zoho, managing audits, and creating easy-to-follow training programs. Known for working well with different teams and helping improve customer satisfaction through better support and smooth processes.

Experience

9 yrs 11 mos

Total Experience

2 yrs

Average Tenure

1 yr 10 mos

Current Experience

Tbo.com

Assistant Manager- Quality and Training

Jul 2024 – Present · 1 yr 10 mos

Spearheaded end-to-end quality assurance strategy across customer service operations, ensuring compliance with SLAs and process standards.
Designed and executed training programs for new and existing staff, improving first-contact resolution and customer satisfaction.
Led a team of quality analysts and trainers, driving performance through regular coaching, audits, and knowledge updates.
Conducted root cause analysis on customer complaints and ticket errors, leading to process refinements and a 20% reduction in repeat contacts.
Built and implemented QA frameworks, calibration mechanisms, and feedback loops aligned with global quality benchmarks.
Partnered with operations and product teams to roll out CRM enhancements, streamlining ticket flow and agent response time.
Created customized training content on refunds, disputes, CRM handling (e.g., Zendesk/Zoho), and travel-specific scenarios.
Oversaw performance metrics (CSAT, AHT, QA scores) to track improvement areas and reward top-performing staff.
Managed change initiatives during CRM migrations or policy updates, ensuring team readiness and minimal service disruption.
Played a key role in audit preparedness and compliance documentation for internal and client-side assessments.

Quality ControlPeople ManagementChange ManagementQuality AuditingCommunicationCustomer Support+4

Deltatech gaming limited

Senior Quality Analyst

Apr 2022 – Aug 2024 · 2 yrs 4 mos · Goa, India · Remote

Lead and manage team of trainers, providing guidance, coaching, and support to maximize their performance and productivity.
Conduct effective training using different methodologies and digital platforms.
Utilize a variety of training methodologies, techniques, concepts, learning tools,and practices to ensure maximum effectiveness of training programs.
Partner with SMEs and Operations Managers to understand role requirements, creating competency matrices and tools (e.g., formal training, process guides) for daily support.
Auditing chats, Inbound and outbound calls, Emails, social platform interactions to check whether customer relationship executives are providing right information and resolution to customer to meet customer satisfaction.
Giving feedback to executives within 24 hours of auditing interactions. Checking process knowledge of CREs by doing DIP checks on weekly basis.
Making reports like TNI (Training needs Identification), DIP check report, Escalations report, Bucket movement, and Payment's report, working on different analyses based on process requirement.
Calibrations on interactions of different LOBs. Advice and guidance to employees on issues such as spam and unwanted or malicious mail.
Conduct detailed analysis of incidents and create reports and dashboards.
Handling incidents escalated by L1 team. Monitoring for attacks and unusual, unauthorized activity.

Quality AuditingChange Management

Blinkit

Senior Quality Analyst

Jun 2021 – Apr 2022 · 10 mos · Gurugram, Haryana, India

Auditing the chats, Inbound and outbound calls, Emails, social platform interactions to check whether customer
relationshipexecutives are providing the right information and resolution to the customer to meet customer satisfaction.
Giving feedback to the executive within 24 hours of auditing the interactions.
Checking the process knowledge of the CREs by doing DIP checks on a weekly basis.
Making reports like TNI (Training needs Identification), DIP check report, Escalation's report, Bucket movement, Payment's
report,Audit reports with the help of quality tool "Pareto, 5 Level analysis and Checklist".
Working on different analyses based on the process requirement and preparing their reports to find out the area on the
opportunity.
Calibrations on interactions of different LOBs.
Advice and guidance to employees on issues such as spam and unwanted or malicious mail.
Conduct detailed analysis of incidents and create reports and dashboards.
Handling incidents escalated by the L1 team.
Monitoring for attacks and unusual, unauthorized activity.

Quality Control

Aakash edutech private limited

Quality Analyst Executive

Dec 2020 – Jun 2021 · 6 mos · Delhi, India

Implement and ensure Call Quality Audit.
Implement relevant measures to achieve the desired level of Customer
Satisfaction. Monitor Call Quality & Analyze training gaps required for
Customer Satisfaction.
To ensure that our call center agents are interacting with customers in accordance with the company's set guidelines and are
serving in the best interest of the business.
Monitor calls to measure performance and facilitate business strategic objectives to improve overall Business performance.
Work on a continuous process of evaluating and identifying key behavior that drives sale and improves customer experience

Quality Control

Teleperformance

Quality Assurance Analyst

Jun 2016 – Dec 2020 · 4 yrs 6 mos · Gurgaon, Haryana, India

Role: Enabling agents to perform up to the company's satisfaction by auditing their calls. Ispend hours analyzing the calls and
giving feedback to deliver only the best results.
Guiding NHT (New Hired Trainees) batches regarding Product and Process.
Quality session for NHT (New Hired Trainees)

Quality Control