Suneha Yadav

Results-driven Senior Quality Analyst with 5+ years of experience in Quality Assurance, audit governance, KPI/SLA management, and performance improvement strategies. Expert in calibration leadership, Root Cause Analysis (RCA), CSAT enhancement, and driving operational excellence across voice and non-voice processes.

Quality Analyst / Quality Lead - Ienergizer - Noida

(2025-10)

• Lead end-to-end QA activities ensuring compliance with internal policies and client standards Conduct multi-channel audits and drive calibration alignment.
• Drive calibration sessions to ensure scoring consistency.
• Drive ASAT to maintain the process excellence & to ensure each interaction should comply with the maintained quality standards.
• Perform trend analysis to identify performance gaps and corrective actions.
• Partner with Operations & Training to improve CSAT and FCR metrics.
• Conduct Dip check to check whether the advisors re aware of new updates or Not & send the compliance report to the client.

Senior Quality Analyst / Quality Lead - Concentrix Daksh Services Pvt. Ltd. - Noida

(2023-01 - 2025-09)

• Monitored customer interactions to ensure quality and compliance standards & share feedback with COIN and SBI model.
• Led RCA initiatives to reduce repeat errors and improve efficiency.
• Delivered stakeholder reports with actionable quality insights.
• Facilitated client calibration sessions and SOP governance.
• Worked for City Bank & Axis Bank US Customer's.
• Conduct Floor Audits to check the compliance or to ensure that any illicit activity should not happen on floor.
• Collaborate with operations and training teams to implement corrective actions and continuous improvement plans.
• Conduct Quality and refresher session to coach the advisors on repeated errors and to inform the new process update.

Health Insurance Verification Executive - Teleperformance Global Services Pvt. Ltd. - Noida

(2021-01 - 2022-11)

• Verify customer information and product details post-sale to ensure accuracy and completeness.
• Conduct verification calls with customers to confirm consent, product understanding, and adherence to compliance guidelines.
• Ensure all sales meet internal quality benchmarks and comply with regulatory and bank specific policies.
• Identify discrepancies, incomplete documentation, or potential fraud and escalate cases as needed.
• Maintain daily records of verification outcomes and generate summary reports for audit purposes.

Bachelor of Commerce - Delhi University (2020)

Higher Secondary Certificate (2017)

Secondary School Certificate (2015)