• SUMMARY

    Highly motivated Quality Assurance professional with over 5 years of experience in the fields of IT technical support, US healthcare, Quality Assurance and Business Process Management. Presently, I'm working as a Quality Insight Analyst for Airbnb/Airseva. AirSeva is the Shared Services Operations for Airbnb and is a subsidiary of Airbnb. As a Quality Insights Analysts (QIA) I'm informing and actioning ways to drive efficiency and quality of service delivered to our Airbnb guest and host community. Driving a data-driven QA framework by performing analysis to uncover trends, identify continuous improvement opportunities and partner with key shared services and operations stakeholders to action solutions. Also partnering with operational leadership across internal and vendor partner network to cultivate a consistent understanding of our customer service expectations and enable a coaching framework. Before joining Airseva, I worked for Globallogic –- and was lucky enough to work with amazing clients such as Google, United Health Group, Allstate insurance and IBM BU. A result-oriented professional, recognized for taking on complex and proactive initiatives, adapting to rapidly changing environments and resolving mission-critical issues to ensure organization and client success. Demonstrated process-centric approach in project management and execution with a very strong focus on quality, people growth, innovations, and improvements.

  • Technical Skills

    • USER EXPERIENCE - HTML/CSS, Usability testing, Concept modeling, Contextual inquiry, Diagramming, XML
    • WEB TECHNOLOGIES - HTML/CSS, XML, Java Script
    • LANGUAGES - C, C++, HTML 
    • SEO - Google Analytics, Google Webmaster Tools, Google Adsense and DFP
    • OPERATING SYSTEMS - Window XP, Vista, Win 7, Linux Ubuntu, MS DOS, 2000, 2003 & 2008
    • NETWORKING - TCP/IP, DNS, DHCP, WINS, Ethernet

  • EXPERIENCE

    Airseva

    Quality Insight Analyst April 2017 - Till date

    Driving a data-driven QA framework by performing analysis to uncover trends, identify continuous improvement opportunities and partner with key shared services and operations stakeholders to action solutions.

     

    Job Responsibilities:

    • Perform transaction monitoring and analyze findings to inform CX organization how quality is being delivered on a program, region, or site level.
    • Leverage transaction monitoring insights to drive specialist adherence to business and customer critical attributes by setting minimum coaching expectations to be delivered and tracked by the Operations teams Analyze transaction monitoring outcomes to inform greater program wide opportunities to be reviewed by the Continuous Improvement governance model.
    • Participate in and lead calibration sessions with Internal and Partner teams to drive consistent transaction monitoring and root cause analysis across the network, measure and drive adherence to our standards.
    • Perform targeted analysis to determine and validate root causes of CX opportunities.
    • Leverage findings from targeted analysis to contribute to the Continuous Improvement process.
    • Compile and analyze data (e.g., from KPI reports, transaction monitors, trend and targeted analysis) to create comprehensive reports into the state of quality at the team, site, region, and global level, and provide recommendations to mitigate any gaps identified.
    • Develop and design deep dive scope in partnership with QA leadership; ensuring that all key stakeholders have been consulted, dive objectives are clear, and the project is completed in a timely manner.
    • Conduct deep-dives as directed and prioritized by the Continuous Improvement governance model to understand drivers and gaps impacting CX.
    • Collect commentary from Business Process Management and Operations teams to support/explain the drivers behind the analysis results.

    GlobalLogic

    Subject Matter Expert June – Present

    Client: Google

    Project: Google News and Google Play Newsstand

     

    GlobalLogic is an offshore software R&D services company with a headcount of 8000+ world-wide and has headquarters in McLean, & Virginia. Global Logic provides full-life cycle product development services, including software product design, product development, quality assurance, product support and consulting services.

     

    Responsibilities:

    • Work closely with the team and drive process improvements and re engineering using various quality tools.
    • Training and development of new team members
    • Peer quality review for overall improved team quality
    • Maintaining data and creating weekly, monthly and quarterly reports to analyze the performance of the team and identify areas of improvement.
    • Weekly sync up with the client Peer review of daily interaction of the team members with the publishers Participate in knowledge transfer and information sharing
    • Onboarding : Help all types of publishers to get their magazines/news edition to get published
    • Identify publisher needs, develop strategic outreach based on client needs and understanding of product capabilities
    • Auditng cases processed by the Team to the overall assement of the Team performance.

    Globallogic

    Quality Analyst May 2014 – June 2015

    Client: Google

    Project: Google News and Google Play Newsstand

     

    GlobalLogic is an offshore software R&D services company with a headcount of 8000+ world-wide and has headquarters in McLean, & Virginia. Global Logic provides full-life cycle product development services, including software product design, product development, quality assurance, product support and consulting services.

     

    Responsibilities

    • Ensure high quality support for publishers and users in assigned markets by troubleshooting and responding to the full range of product support issues. Provide training and product updates to cross-functional teams.
    • Identify and report product, publisher, and user feedback to the engineering and product teams.
    • Validate various tools performance, suggest improvements leading towards better publisher experience Assist publishers with technical troubleshooting for crawl and indexing issues.
    • Write publisher facing communications: blog posts, social posts, and announcements emails distributed to tens of thousands of news publishers internationally.
    • Influence tool and product development for Google News by escalating publisher and industry needs.
    • Provide data-driven recommendations for reducing case resolution times, increasing partner support satisfaction and improving internal workflows.
    • Identify publisher needs, develop strategic outreach based on client needs and understanding of product capabilities
    • Ads operations: Help and educate publishers to integrate Adsense/DFP with Google Play Newsstand to monetize their edition.
    • Educate publishers about ads policy.
    •  Analysing the ads performance for the publishers using Google Analytics and sending out reports( Transaction reports , Summary reports and Subscriber count reports )
    • Work with various tools: Webmaster Tool (WMT), Google Fetch.
    • Support to major SEO’s for leading publishers, education about News Guidelines.

    IBM GPS

    Lead Quality Analyst Jan 2008-Jul 2009

    Client: UHG

    IBM Global Services, a division of IBM, is the world's largest business and technology services provider. It employs over 190,000 people across more than 160 countries.

     

    Responsibilities:

    • Handling a Team of associates which deals in US Healthcare claims adjudication and queries asked by Healthcare Provider, Policy Holder’s, Policy holder Advocates, etc. through e-mails, Chat & on Calls. Queries related to their Claims, Claim payments, Policy Benefits, Provider contracts, Claim status, etc
    • Preparing & Publishing of Quality reports on Daily/Weekly/Monthly basis.
    • Handling & assuring compliance of all the Internal QMS/ BPMS to meet the Corporate Audit requirements and score accordingly in High Level Corporate Audits (Internal / Client End).
    • Constant client interaction over calls and through e-mails to attain the Learning & Updates and ensure the timely dissemination of the same among the processors and other stake holders.

     

     

    IBM GPS

    Technical Support Executive Oct 2006-Jan 2008

    IBM Global Services, a division of IBM, is the world's largest business and technology services provider. It employs over 190,000 people across more than 160 countries.

     

    Responsibilities:

    • Providing technical support over the phone to all IT users.
    • Handling incoming incidents via the phone / e-mail promptly and effectively.
    • Diagnosing and resolving a wide range of technical issues over the phone.
    • Take ownership of a call and seeing it through to closure.Escalating calls and issues where necessary to senior managers & team leaders.
    • Investigating and implementing ways of reducing calls to the Help Desk. Ensuring that all call details are captured and entered in the logging software.
    • Updating support documentation. Answering & responding to all calls & requests within agreed time scales.
    • Keeping customers updated as to progress.
    • Provide troubleshooting and configuration support for client desktop and networking environment.
  • EDUCATION

    Jodhpur National University

    Bachelor of Computer Application(BCA)

    The Faculty of Computer Applications is aiming at making available world class computer professionals satisfying the standards of quality through excellence in the process of developing these professionals by effective classroom teaching through lectures, practical work in Labs , projects on live problems and seminars covering latest technical knowledge related with the subjects within the scope of the syllabus .

  • Certifications

    • CIsco CCNA Network Fundamentals - Basics of what a Network is, what devices we will be using, and the ability to see Networking in a different manner. We learn about symbols and watch how those symbols allows us to build Networks with drawing. You will learn where a router and a switch fits in the Network.
    • User Experience in Web - The discipline of user experience examines how we interact with the products and systems that surround us, everything from our kitchen appliances to smart phones. This course provides an overview of the general principles of user experience for the online world. You will learn about tools and techniques you can use to begin to create great user experiences. It will address the design of websites and customer interactions for the online world.

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  • LET'S CHAT!

    +918800207546

    New Delhi Area, India
  • CONTACT ME