Hi, I’m
Anand Asthana
Associate Quality Lead
Hyderabad,AP
Summary
Enthusiastic Quality Analyst eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding of QA role and training in Green Belt. Motivated to learn, grow and excel in Non-IT.
Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing plans and scripts. Dedicated to analyzing and resolving defects.
Detail-oriented Quality Control Analyst well-versed in qualitative and quantitative analysis techniques. Demonstrated knowledge of scientific principles. Strong background in collecting and analyzing quality measures and making recommendations for process and quality improvements. Diligent Associate Quality Lead with 1.3 years of experience making sure products and services meet internal and external standards. Skilled in market research, project management and statistical analysis. Organized and analytical with excellent written and verbal communication skills.
Overview
18
years of professional experience
1
Certification
Work History
247.aiHYDERABAD, Telangana
Associate Quality Team Leader
07.2021 - Current
Job overview
- Updated quality control standards, methods and procedures to meet compliance requirements.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Wrote and implemented new rework procedures to standardize processes and streamline workflow.
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Collaborated with contract representatives and oversaw quality control implementations and reporting.
- Provided observations, took measurements and performed monitoring at various stages according to quality control plan.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Liaised with L&D Team to organize and perform quality standard training for new and existing staff.
- Improved quality processes for increased efficiency and effectiveness.
- Developed and deployed production control plans and created work instructions and procedures.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Led COT quality-assurance projects and enhanced productivity, realizing 72% increase agents call taking ability.
247.aiHyderabad, Telangana
Level-3 Tech Support
07.2020 - 07.2021
Job overview
- Manage multiple chats from different clients and help them in resolving there queries.
- Make calls to client for any assistance needed from them in regards to their queries.
- Carried out day-day-day duties accurately and efficiently.
- Identified issues, analyzed information and provided solutions to problems.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled 30 calls per day to address customer inquiries and concerns
Wipro Technologies LtdHyderabad, Telangana
System Administrator
09.2016 - 02.2020
Job overview
- Established network specifications and analyzed workflow, access, information and security requirements.
- Tracked problematic system errors by implementing various user support tracking metrics.
- Efficiently resolved myriad of technical issues concerning software installation and network connectivity.
- Effectively communicated with other system engineering personnel and senior executives on joint projects.
- Monitored, tracked and prioritized new work requests at Help Desk within set response times.
- Conducted troubleshooting for various software remotely and onsite for 2 server sets to maintain operational readiness
- Established network specifications and analyzed workflow, access, information and security requirements
- Installed important security and functionality patches to maintain optimal protections against intrusion and system reliability.
Wipro BPSHyderabad, Telangana
Quality Analyst
09.2016 - 02.2020
Job overview
- Handling multiple teams of 30 – 45 members
- Monitoring and providing day to day feedback on inbound calls.
- Extracting data from “Tableau” and sharing detailed information with agents.
- Personalized review and individual quality assessment with score tracking.
- Monitoring and providing day to day feedback on calls which audited.
- Personalized review and individual quality assessment with score tracking.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training
- Monitored inbound and outbound calls made by 30-45 employees to provide constructive feedback
Deloitte IndiaHyderabad, Telangana
Analyst, HR Shared Services
09.2015 - 05.2016
Job overview
- Handling calls from Deloitte India Offices relating to their finance related queries.
- Resolving their issues pertaining to Salary, Time Updating and etc.
- Escalating more complex issues pertaining to their finances.
- Identified and resolved problems through root cause analysis and research
- Built and developed HR knowledge base to help employees answer questions via self-service
- Attended to phones to support customer requests
- Installed system updates to address vulnerabilities and reduce security issues
United Health GroupHyderabad, Telangana
Customer Quality Specialist
09.2012 - 05.2015
Job overview
- Determined root cause of data quality errors and recommended long-term solutions.
- Determined root cause of deviations and non-conforming results and implemented appropriate corrective and preventive actions throughout product development process.
- Completed deviation forms and recorded findings of inspection process, collaborating with quality team members and department managers to implement procedural remedies.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Monitoring and providing day to day feedback on inbound calls.
- Personalized review and individual quality assessment with score tracking
- Monitoring and providing day to day feedback on Chats, Secure Messages and Emails.
- Personalized review and individual quality assessment with score tracking.
- Met customer call guidelines for service levels, handle time and productivity
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Implemented and developed customer service training processes
- Cross-trained and provided backup support for organizational leadership
- Monitored over 25 calls per shift
ICICI BankHyderabad, Telangana
Phone Banking Officer
10.2010 - 05.2011
Job overview
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Opened new memberships and documented personal details in "Finnacle" for internal tracking and Bank regulatory requirements.
- Managed leads and referrals for prospects interested in specific bank products such as loans and credit cards.
- Handled over 50 incoming telephone calls, emails and chat requests
- Supported customers by managing 50 calls per day efficiently while maintaining professionalism and upbeat tone
Cambridge Technologies LtdHyderabad, Telangana
Process Associate
07.2008 - 01.2010
Job overview
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
- Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth.
- Performed quality assurance checks on transactions and account actions to assess compliance with state and federal regulations.
- Collaborated with team to define business requirements for organizational processes, achieve productivity standards and adhere to accuracy standards.
- Evaluated product or service by analyzing and interpreting data and metrics
ICICI BankHyderabad, Telangana
Phone Banking Officer
05.2005 - 06.2008
Job overview
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Used CRM system daily to maximize service opportunities and enhance communication.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Received incoming calls and paged individuals and departments over PA system.
- Connected callers with appropriate professional, department or business.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Handled over 100 incoming telephone calls
Education
Mahatma Gandhi Kashi VidyapeethKashi
Bachelor of Science from B.Com (Computers)
03-2002
NIITHyderabad
D.I.T (Diploma in Information Technologies) from D.I.T
11-1999
Skills
- P>Technical support expertise
- P>Correction action planning
- P>Ability to monitor
- P>QA methodologies mastery
- P>Quality Improvement
- P>Training implementation
- P>Corrective actions
- P>Quality processes
- P>Operational improvements
- P>Employee training
- P>Familiarity with quality standards
- P>Operations monitoring
- P>Sampling protocols
- Six Sigma Green Belt
- Quality Processes
- Operational Improvements
- Sampling Techniques
- Disciplinary Action
- Defect Identification
- Constructive Feedback
- 5S Methodology
Certification
Green Belt
Timeline
Associate Quality Team Leader
247.ai
07.2021 - Current
Level-3 Tech Support
247.ai
07.2020 - 07.2021
Green Belt
11-2018
System Administrator
Wipro Technologies Ltd
09.2016 - 02.2020
Quality Analyst
Wipro BPS
09.2016 - 02.2020
Analyst, HR Shared Services
Deloitte India
09.2015 - 05.2016
Customer Quality Specialist
United Health Group
09.2012 - 05.2015
Phone Banking Officer
ICICI Bank
10.2010 - 05.2011
Process Associate
Cambridge Technologies Ltd
07.2008 - 01.2010
Phone Banking Officer
ICICI Bank
05.2005 - 06.2008
Mahatma Gandhi Kashi Vidyapeeth
Bachelor of Science from B.Com (Computers)
NIIT
D.I.T (Diploma in Information Technologies) from D.I.T
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