Deepti Aggarwal
Service Desk Quality Analyst | ITIL & Service Management | Audit & Performance Improvement Expert
- Role
- Quality and Performance Analyst at NTT DATA
- Location
- Chandigarh, CH, IN
- LinkedIn followers
- 500 followers
About Deepti Aggarwal
Quality Control and Performance Analyst with over 6 years of total experience, including…
Experience
Quality and Performance Analyst
Nov 2022 — Present · Noida, IN
Quality Analyst with a strong background in auditing Service Desk operations. Skilled in conducting internal audits based on predefined criteria, ensuring that findings are accurately documented and resolved. Adept at collaborating with cross-functional teams including Operations and Training to drive continuous performance improvement. Proven ability to deliver actionable feedback to agents, track their progress, and generate performance dashboards using MS Excel. Experienced in handling ad-hoc project tasks, identifying quality gaps, and implementing or recommending corrective actions based on audits and DSAT analysis. Proficient in updating quality tools, templates, and dashboards. Also experienced in conducting quality sessions and certification programs for new hires.
Education
Amity University
Master of Business Administration - MBA, Business Administration, Management and Operations
Rayat - Bahra college of Engineering & Bio-Technology
Bachelor of Technology (B.Tech.), Computer Engineering
2011 — 2015
Skills
- Project Management
- Php
- Leadership
- Java
- Css
- Powerpoint
- Linux
- Javascript
- Html
- Core Java
- Windows
- C++
- Mysql
- Communication
- Teamwork
- Public Speaking
- Pl/Sql
- C
- Programming
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