Shabnam Sharma

Quality Manager II

Concentrix

Feb 2025 - Current (1 year 3 months)

As a Quality Manager II, I was responsible for overseeing quality delivery across four lines of business (Sales, Customer Support, Technical Helpdesk, and Retention), ensuring alignment with client KPIs and organizational standards. I led a team of Quality Analysts and Senior Analysts to drive process excellence, compliance adherence, and performance improvement across all LOBs, ensuring 100% compliance with internal policies, client SLAs, and audit requirements, including GDPR, ISO, and internal security standards. Conducting periodic internal audits and compliance reviews, I identified process gaps and implemented corrective action plans. I partnered with cross-functional leaders in Operations, Training, and Workforce to drive CSAT, FCR,

Manager, Quality

Phreesia

Apr 2024 - Oct 2024 (7 months)

As Manager, Quality, I led a team of 30+ professionals to consistently meet and exceed performance targets, focusing on optimizing productivity and ensuring high-quality outcomes. By overseeing daily operations, implementing data-driven strategies, and delivering training programs, I continuously enhanced operational efficiency and customer satisfaction while driving team development and alignment with business objectives. I handled the performance of multiple lines of business, including customer support, servicedesk, and client success, ensuring all metrics such as CSAT, FCR, Resolution SLA, Sales, and Renewals were achieved. I also had the opportunity to oversee the upselling and renewal team, monitoring performance to ensure the right o

Team Leader, Quality

Phreesia

Oct 2022 - Mar 2024 (1 year 6 months)

Led a team of analysts and senior analysts in the US Healthcare Process, ensuring alignment with company standards and customer service goals, resulting in improved service delivery and higher customer satisfaction. Managed team performance by conducting regular 1:1 meetings, providing constructive feedback, facilitating performance discussions, and implementing personalized growth plans, contributing to individual and team success. Conducted consistent quality assessments through call reviews and ticket audits, evaluating agent performance and knowledge, and implemented improvement plans that enhanced quality standards. Developed and executed comprehensive training programs focused on soft skills, product knowledge, and quality standards,

R

Senior Quality

Rayden Interactive, a Phreesia partner

Nov 2021 - Sep 2022 (11 months)

Developed quality framework and SOPs for multiple lines of business. Audit calls and cases, provide feedback and coaching to agents, create performance reports, conduct call calibration sessions, and send tips to improve call quality based on team inputs. Represent the Quality Team in performance reviews, conduct dip checks on processes, and address new hire batches to set expectations for the quality process. Implemented process excellence initiatives by identifying inefficiencies, streamlining workflows, and establishing best practices, leading to quicker resolutions and a reduction in escalations. Led and managed key projects focused on addressing root causes of support challenges, which resulted in improved team efficiency and a signifi

Quality Associate

UPGRAD

Feb 2021 - Nov 2021 (10 months)

Managed performance of sales advisors, provided feedback and coaching helping achieve the monthly targets. Conducted call calibration sessions with Operations and Clients, managed dip checks, and shared tips for improvement based on audit inputs. Represented the Team in performance reviews, addressed new hire batches on Call Quality expectations, and managed Bottom Quartile performance to enhance overall team results.

Senior Quality

Concentrix India

Apr 2016 - Feb 2021 (4 years 11 months)

Evaluate transactions and provide feedback, recommendations, and recognition based on performance, operational policies, and skills for customer support agents. Assessing the quality of sales for upselling team, providing feedback to enhance agent performance, and supporting the team in achieving their KPI goals. Participated in internal calibrations with Quality and Operations and ensured consistent scoring. Actively used quality management system to compile, track, and trend agent performance. Tracked call results and conducted trend analysis based on results of monitors and improved quality and training needs. Worked on process improvement projects helping improve CSATs, resolution time, and reduce transfer rate.

Senior Technical Support

Concentrix India

Feb 2013 - Mar 2016 (3 years 2 months)

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