Pooja Gupta

About Pooja Gupta

Experienced senior Quality Analyst.Successfully improved the customer satisfaction score by 15% through rigorous quality analysis and process optimization.Utilized data analysis techniques to oversee the performance of a team of 3 Quality Analysts and 4 cross-functional teams (Social Media, Community, Trust and Safety, and Insurance).Analyzed customer service data to identify areas for improvement, contributing to a 10% increase in customer service retention rate.Conducted data-driven quality control audits, minimizing fraud scores and agent errors in BAU and RR processes.Implemented data quality assurance processes that resulted in a 10% reduction in data errors and inconsistencies.Led a cross-functional team to identify and resolve product quality issues, leading to a 15% decrease in customer complaints.Utilized SQL skills for data querying and manipulation to extract valuable information from databases. Developed and conducted training and certification programs for in-house and outsourced team members, ensuring alignment with data-driven best practices.Implemented data-driven strategies to improve the performance of bottom-quartile performers, both in-house and outsourced teams.Utilized data mining techniques to uncover hidden patterns in customer feedback, contributing to a 20% increase in service efficiency.Created interactive dashboards using Power BI and Tableau, enabling stakeholders to monitor key real-time performance indicators and promptly make data-driven decisions.Prepared and delivered weekly reports, and presentations to stakeholders, providing valuable insights based on data analysis.Collaborated with stakeholders in weekly calibration meetings to plan and strategize the next steps based on data-driven insights.Led the hiring process in alignment with business requirements, leveraging data analytics to identify the most suitable candidates.Collaborated with international teams in Dubai and Singapore, utilizing data insights to drive global process improvements.Developed detailed data reports on product defects and their impact on customer experience, influencing product improvement decisions.Developed and updated Standard Operating Procedures (SOPs) based on data analysis and business requirements to measure and gauge improvement.

Experience

1. Senior Analyst

   UnitedLex

   Nov 2023 — Present · Gurugram, IN

Education

• School Of Open Learning

  Master of Arts - MA, English Language and Literature/Letters

• Language course

  B1, German Language and Literature

  2018 — 2020