Stella Christina Michaels
Quality Assurance & Training
Highly analytical and intuitive quality and training leader recognized for repeated success guiding sizeable, cross-functional technical QA teams in the design,
optimization, and launch of leading-edge solutions. Expertise in advancing technology-based innovation comprising operational efficiencies, complex problem
solving, and risk analysis and mitigation. Adept communicator and collaborator, able to forge critical relationships with stakeholders and build consensus
across multiple organization levels. Distinguished for process optimization, performance improvement, and seamless workflow manageme nt. QA and training
Director able to contribute to an industry-leading organization by improving their ability deploy high-quality products through a structured QA process.
[email protected] +91-8080497423
PROFILE SNAPSHOT SKILLS
• Quality-oriented and dynamic QA and training professional with over 17+ years expertise in Project Management
the full spectrum of Operational management, training and development, quality control,
change management, process improvement, client service, and people and process Quality Improvement
management.
Customer Satisfaction
• Skilled team builder and leader who fosters a shared, passionate dedication to customer
service as the key driver of corporate goal achievement. Training & Development
• Expert at customer satisfaction ratings, bottom-line improvements, and turning around People & Process Management
underperforming organizations. Competent in statistical analysis, creating useful reports,
andmentoring customer care representatives on how to effectively handle client inquiries. L&D Operations Management
Risk Assessment & Mitigation
• Possess outstanding verbal and written communication skills, as well as effective teaching
techniques that foster a stimulating learning environment.
Team Building
WORK EXPERIENCE Process Optimization
Process Flow
Director-Quality Assurance
TELEPERFORMANCE (Domain: E-commerce, Travel, Content Compensation & Benefit
Moderation) Performance Appraisal
05/2022 - Present,
Teleperformance is the worldwide leader in outsourced omnichannel customer experience management. It Change Management
connects the biggest and most respected brands on the planet with their customers by providing customer care,
technical support, customer acquisition, digital solutions, analytics, back-office and other specialized services to
ensure consistently positive customer interactions. Client Relationship Management
Achievements/Tasks Front-end Supervision
Accountable for the accounts' process improvement programs, overall operational quality, customer
satisfaction, and 1 Star ratings. Cost Reduction Strategies
Ensuring that the quality and process improvement team is set up and operating smoothly in order
Strategic Business Planning & Analysis
to satisfy business, internal, and certification criteria; this involves creating functional-level rules and
processes and promoting standardization among all customers.
Root Cause Analysis
Promoting quality efforts throughout the company and improve process efficiency and effectiveness.
Developing a culture of continuous improvement by organizing training sessions and putting Process Conflict Resolution
Improvement principles into practice during regular business operations.
Supervising the Quality and Process Improvement Team to raise internal standards and
customer satisfaction scores (OSAT/NPS).
CERTIFICATION
Creating a strategy for client business, project planning and execution, and process improvement
program management for client engagement. • Completed Women leadership
Generating lean and agile processes through process mapping and identifying non-value-add stages. Certification Program
Attempting to complete process improvement initiatives in a certain amount of time while reducing NMIMS
costs.
• Certified Evolve Master Trainer in
Conveying regular updates on quality initiatives and projects involving process improvement to the areas of Training and Quality
important project stakeholders within the business.
Collaborating with the Operations and Training teams to research and analyze quality trends, • TTT – Dale Carnegie
implementing recommendations, and making sure the organization is able to train and develop its
workforce with a strong emphasis on quality metrics in accordance with established procedures. • Behavioral Training- by Matter Sight
Corporation
Collating, analyzing, and monitoring company processes and quality metrics against defined
objectiveparameters to develop and implement new procedures. • Situational Leadership
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WORK EXPERIENCE CERTIFICATION
Senior Manager-Training & Quality • SWOT/ Johari Window
CONCENTRIX SERVICES (Domain- E-commerce, FMCG, Banking &
• GROW Coaching
Financial)
03/2016 - 05/2022,
Concentrix is an American business services company specializing in customer engagement and business • TTT- Level 3
performance. Concentrix was a subsidiary of SYNNEX Corporation since 2006 and went public as an
independent company on December 1, 2020.
• Coach To Lead
Achievements/Tasks
Lead all Prospective Clients Proposals from Quality offering standpoint of the Organization
• Whale Done
Responsible for leading all Client Business reviews with CEOs & Heads of CX
Lead Process Improvement Initiatives for all Accounts from Value addition & process Re-engineering • Power Teams
aspects
Assisted the business with ramp-ups, with the additional responsibility of initiating a hiring process
for Voice & Accent.
Established a new account in the capacity of manager of training and quality.
EDUCATION
Developed the Training and Quality Departments to enable knowledge sharing and pilot launches.
Led all client and internal audits, including COPC, ISO, SOW, etc., and served as the SME for Best
Basic audits for all departments. Administrator & Executive
Created thorough client review decks and help with weekly and monthly meeting minutes. Assistance Course – St.Pauls
Organized client calibration sessions and assured internal stakeholder calibration. College, UK 2023,
Ensured that the T&Q departments' BAU tasks are finished on time.
Evolve Certified Training & Quality lead – SME for Best @ Basic audits for all departments. Diploma in Human Resource
Employed trainers and quality assurance (QA) staff to ensure the department operates efficiently. Narsee Monjee Institute of
Supplied numerous ad-hoc reports and analytics for the account in beta testing. Executed Management Studies, India
BusinessImprovement Projects for Key Performance Indicators in the Initial Phase (KPIs). 2021,
Bachelors of Science
(Zoology Hons.)
Deputy Manager – Training & Customer Experience Burdwan University, India
EXL SERVICE (I) PVT. LTD. (Domain - UK BFSI & US Insurance) 2015,
08/2005 - 08/2015,
Achievements/Tasks
Handled 25 trainers and CEAs, the complete training department, inventories, and client attrition
control.
ACHIEVEMENT
Improved other SLAs while still having a favorable impact on C-Sat scores, the most important SLA by
collaborating together with Operations and the Quality Function.
• Received the "Front Line Manager
Implemented the use of alternative learning methods in practice, such as coaching, e-learning, Gold Award" for playing a significant
supervisory supervision, and shadowing to support the workforce development requirement. part in generating record-high
Created and carried out HR-related training programs, such as those on evaluation, assessment, customer delight that propelled the
recruiting, and selection, management of poor performance, customer service, and orientation.
team from position 10 to position 1.
EXL SERVICE (I) PVT. LTD. (Domain - UK
Executed training from outside organizations, such as through practice-based commissions, and take BFSI & US Insurance)
the lead in evaluating current mandatory training across the enterprise.
Designed and delivered quarterly reporting on training and development metrics to business line • Raised the Customer-Delight Index
clients, including the number of courses, participant profiles, and evaluation outcomes. from 72% to 84% in 5 months, and
ensured that customer concerns were
Ensured that all training and development programs were evaluated in accordance with the
promptly resolved to preserve customer
assessment technique that had been approved. loyalty while following business policies
Realized workforce development goals and local delivery strategies,and directed the commissioning of and procedures.
Training and Development using the current Personalized Development Plan/Appraisal system. EXL SERVICE (I) PVT. LTD. (Domain - UK
BFSI & US Insurance)
Conducted regular team meetings and one-on-one sessions with team members to minimize
problems relating to their jobs, CSRs should receive personal counselling as needed and
• Awarded E-Sat Champ for two
concentrated on the bottom 10% to improve their performance.
consecutive quarters.
Provided feedback and coaching on procedural and judgement errors for colleagues in addition to EXL SERVICE (I) PVT. LTD. (Domain - UK
creating and carrying out control plans. BFSI & US Insurance)
• Successfully transformed a UK-based
BFSI client's voice business, and set up a
customer experienc department for the
business.
SOFT SKILLS
• Achieved a high Customer
Excellent Verbal & Written Communication Adaptable & Flexible Analytical
Satisfaction score for a BFSI domain
client in the United States. score that
was 5% higher than the aim within three
Organization Process Oriented Team Work & Collaboration Attention to Detail months of starting my intervention.
Problem Solving Empathetic Passionate
PROJECTS
GB project successfully completed on FCR for one of the leading travel client with ~€6.5k realized QNI
GB project on CSat improvement for Ecom client with realized benefits of $ 4.8k
GB project on Accuracy Improvement of Documents submission ( BGV) for a large E-Com travel client with realized benefits if ~€1.5 M
Training Compression Project successfully closed with $ 2.8k realized benefit
Training Module gamification for one of the FMCG clients for New Hire Training: saving of 3 days of NH duration ( Benefit : $2455)
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