Anju Tirkey
About Anju Tirkey
Anju Tirkey is a Team Lead at Goibibo, where she focuses on enhancing customer satisfaction metrics. With a background in quality analysis and process improvement, she has extensive experience in managing QA productivity across multiple vendor sites.
Work at Goibibo
Anju Tirkey has been serving as a Team Lead at Goibibo since 2015. In this role, she focuses on enhancing customer satisfaction metrics, specifically Customer Satisfaction (CSAT) and Net Promoter Scores (NPS). She is responsible for managing and sharing Quality Assurance (QA) productivity reports across 11 different vendor sites associated with Goibibo and MakeMyTrip (MMT). Her leadership contributes to the continuous improvement of service quality and customer experience.
Previous Experience at Serco and Interglobe Technologies
Before joining Goibibo, Anju Tirkey worked at Serco as a Travel Consultant from 2008 to 2011 in Hook, Hampshire, United Kingdom. Following her tenure at Serco, she worked at Interglobe Technologies as a Quality Analyst from 2011 to 2015 in Gurgaon, Haryana, India. Her experience in these roles provided her with a solid foundation in customer service and quality assurance.
Education and Expertise
Anju Tirkey completed her education at Loreto Convent and Army School in Ranchi. Her academic background has equipped her with the skills necessary for her roles in customer service and quality management. She has developed expertise in areas such as process improvement, vendor management, and training needs identification.
Process Improvement Initiatives
Anju has implemented a new calling process at Intelenet Global Services to enhance process effectiveness. This initiative reflects her commitment to improving operational efficiency and service delivery. Additionally, she assists vendors with Standard Operating Procedure (SOP) rollouts, Failure Mode and Effects Analysis (FMEA), and Training Needs Identification (TNI), further showcasing her focus on quality management.