Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
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BEJOY CHACKO

BEJOY CHACKO

Quality Analyst
Bengaluru,KA

Summary

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 test cases, plans and scripts. Dedicated to analyzing and resolving defects. Substantial experience and outstanding skills in Quality Auditing for the last 5 years

Overview

6
6
years of professional experience
4
4
Certifications

Work History

QUALITY ANALYST

AMAZON
09.2020 - Current
  • Reporting violations of rules, regulations, policies, and procedures by evaluating or recommending the initiation of investigative and corrective procedures
  • Developed and maintained quality assurance procedure documentation.
  • Reporting of key insight trends, using statistical rigor to simplify and inform the larger team
  • Maintaining Process Quality w.r.t SLA’s, CAPA’s, RCA’s
  • Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
  • Championed a proactive approach to problem-solving within the team, fostering an environment of collaboration and innovation.
  • Giving reviews and creating models that optimize the resources, inputs & outputs of Compliance Operations business
  • Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs
  • Monitored KPIs to proactively address bottlenecks and quality issues
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies
  • Led process improvement projects to help operations meet and exceed quality standards and reduce costs
  • Developed training materials, SOP and work instructions to supplement new team member on-boarding
  • Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training
  • Training and coaching new resources
  • Created Kaleido dashboards for error trend analysis using MS Power BI.

SME -Marketing GEHC

Tata Consultancy Services
07.2019 - 08.2020
  • Acts as authority in absence of Team Lead and assures smooth operations during lead’s absence
  • Call Monitoring and auditing
  • Involved in setting up a first point of contact Sales Team
  • Generation of leads through Sales and uploading them in SFDC
  • Responding to all the inquiries received from the in-house Sales Team and ensuring that client requirements are met
  • Giving detailed information when needed by the customers regarding the product details
  • Develop positive working relationship and establish exceptional rapport with executives, colleagues and clients
  • Applications worked on: Marketo, MS Office, SFDC
  • Received and processed stock into inventory management system.

Senior Operations Executive (Tech Support)

AEGIS, FTTH, Jio
10.2017 - 03.2019
  • Resolve product or service problems by clarifying the customers’ complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Installation of FTTH Broadband services in residential/business premises
  • Self-audit all work and ensure it meets all applicable technical and operational quality standards
  • Proactive in the resolution of engineering obstacles, conferring with management
  • Ensure compliance with all current client processes and procedures
  • Worked as SME for the OJT batches in terms of process knowledge
  • Taking Escalation Calls for complaints and following up on the same on priority basis
  • Contacting the SPOCs through internal E-mails for faster resolutions
  • Applications worked on: JCP, FTTH Network check, Avaaya, Novelvox
  • Actively listened to customers' requests, confirming full understanding before addressing concerns.

Education

B.E Computer Science and Engineering -

VISVESVARAYA TECHNOLOGICAL UNIVERSITY (VTU)

Skills

Training and coachingundefined

Certification

Six Sigma Foundations at LinkedIn Learning

Accomplishments

    1.Received Erudite certificate for identifying Gaps which lead to negative seller experience: https://shorturl.at/eFY16

    2: Received ace of spades for standardizing SOP across world wide Nodes : https://shorturl.at/ckvN8

Timeline

QUALITY ANALYST

AMAZON
09.2020 - Current

SME -Marketing GEHC

Tata Consultancy Services
07.2019 - 08.2020

Senior Operations Executive (Tech Support)

AEGIS, FTTH, Jio
10.2017 - 03.2019

B.E Computer Science and Engineering -

VISVESVARAYA TECHNOLOGICAL UNIVERSITY (VTU)

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BEJOY CHACKOQuality Analyst