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Sonam Sharma

@sonamsharma6

Quality Analyst at TSI who improved NationalGrid processes and trained QAs across India, Guatemala, and the Philippines.

India

Message

At TSI, I audit calls, provide advisor feedback, and lead calibrations for processes including NationalGrid, AMEX, and North Texas Tollway Collections. Two of five process improvement ideas for NationalGrid were implemented.

I train and certify newly hired QAs across India, Guatemala, and the Philippines. I also worked with the Quality Manager on a Philippines B2B SOP and trained and handled a team of seven QAs.

At Reliance, I proposed 77 process improvement ideas, of which 60 were implemented. I also worked on the Jio application BOT project, improving its queries and responses, testing it, and leading a team of three to launch it.

Earlier, I worked in quality roles at Intelenet, Altisource, and Wipro, including auditing calls and cases, reporting, root cause analysis, and process improvement. At Wipro, I also resolved Capital One credit card disputes and handled arbitration and pre-arbitration processes under VISA and MasterCard guidelines.

Experience

Work history, roles, and key accomplishments

Current

Quality Analyst

Current

TSI

Sep 2021 - Present (5 years 1 month)

Auditing calls and providing feedback to advisors, leading calibrations, preparing MBR/WBR presentations, and training newly hired QAs across India, Guatemala, and Philippines.

Call Auditing QA Feedback Calibration WBR MBR Reporting Training Root Cause Analysis Process Improvement LiveVox NICE Verint Prodigal Genesys Salesforce Calabrio OASIS Excel Microsoft Word PowerPoint

Quality Analyst – Jio & AJIO

Reliance

Oct 2018 - Sep 2021 (2 years 11 months)

Audited calls, chats, and emails, provided feedback, conducted mock sessions, prepared reports and root cause analysis, and led MBRs, WBRs, and calibrations. Proposed 77 process improvement ideas, of which 60 were implemented.

Call Auditing Feedback Mock Calls Root Cause Analysis WBR MBR Calibration Process Improvement Bot Project QA Forms Excel Microsoft Word PowerPoint

Quality Analyst – RBL Banking

Intelenet

Jul 2017 - Oct 2018 (1 year 3 months)

Audited calls, provided advisor feedback, conducted mystery calling, trained new QAs, performed root cause analysis, and prepared calibration minutes. Proposed 44 process improvement ideas, of which 6 were implemented.

Call Auditing Feedback Mystery Calling Training Root Cause Analysis Calibration Process Improvement Excel Microsoft Word PowerPoint

Quality Analyst

Altisource

Oct 2015 - Jul 2017 (1 year 9 months)

Audited calls, documented feedback, prepared control charts and error trend analysis, designed QA program charts, and conducted Excel tips sessions for QAs.

Call Auditing Feedback Control Charts Error Trend Analysis Quality Assurance Programme Design Excel Process Improvement

Quality Analyst

Wipro

Sep 2013 - Oct 2015 (2 years 1 month)

Audited cases, rated agents on quality parameters, prepared quality reports and QA review decks, led calibration sessions, and trained newly promoted QAs and new-hire agents.

Call Auditing Quality Rating Reporting QA Review Calibration Training Process Improvement Excel Microsoft Word PowerPoint

Senior Associate – Capital One (US Banking)

Wipro

Nov 2009 - Sep 2013 (3 years 10 months)

Resolved customer queries regarding credit card disputes for Capital One, reviewed cardholder disputes, handled merchant rebuttals and arbitration processes according to VISA and MasterCard guidelines.

Card Disputes Chargebacks Arbitration Visa Application Guidance Mastercard Rules KRAs and Performance Management Process Development