Adusumilli Jyothi
Training and Quality Lead
Visakhapatnam
Summary
Training and Quality lead with around 6 years of experience in various domains as a representative, Quality Analyst, Quality Lead and TQ Lead. Skilled multitasker with superior work ethic and good teamwork, problem-solving and organizational skills. Willing to take on any task to help team. Reliable and dedicated team player with hardworking and resourceful approach.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Quality Lead
WNS Global Services
08.2024 - Current
- Ensure adherence to quality standards by monitoring, auditing, and assessing the performance of agents.
- Perform regular call and process audits to ensure compliance with client requirements and internal standards.
- Identify process gaps and provide actionable insights for process improvements.
- Promoted teamwork and collaboration within the Quality team, leading to increased productivity and overall job satisfaction.
- Developed comprehensive audit plans and conducted internal audits to identify gaps in the quality management system.
- Work closely with the operations team to ensure customer satisfaction metrics are met.
- Conduct root cause analysis of quality issues to identify underlying problems and suggest solutions.
- Implement corrective and preventive actions to resolve recurring quality issues.
- Provide constructive feedback to agents and team leaders on performance and quality outcomes.
- Prepare and present regular quality performance reports to management and stakeholders.
- Conduct training sessions for new hires and ongoing training for existing employees to improve skills and enhance performance.
Lead - Training and Quality
Sykes Business Services Pvt Ltd.
10.2020 - 10.2021
- Leading and guiding a team of 7 Quality Analysts, 2 Compliance Officers and 2 Product Trainers
- Tracking Monitoring and Feedback completion and sending report to clients on weekly basis
- Providing detailed reports on consolidated quality monitoring trend, DSAT Analysis, Customer complaints etc., to all the internal stakeholders
- Weekly team meetings to discuss the open items and brainstorming to come up with best action plans to reduce certain top issues identified during monitoring
- Conducting internal calibration sessions with QAs and TLs to ensure everyone is following similar evaluation techniques
- Responsible for maintaining a customer compliant tracker with necessary information to analyze the root causes and sub root causes for each and every complaint or escalation and sending a report around the same to operations team
- TL call/chat monitoring and providing report to management
- Responsible for representing India site in most of the client meetings, External or Client calibration sessions, Process Update meetings etc.
- Worked flexible hours across night, weekend and holiday shifts.
- Completed research, compiled data, updated spreadsheets, and produced timely reports.
- Prepared project presentations and reports to assist senior staff.
- Sorted and organized files, spreadsheets, and reports.
Quality Analyst
Sykes Business Services Pvt Ltd.
01.2018 - 09.2020
- Monitoring customer interactions and providing actionable insights to improve agent performance
- Has experience in monitoring the customer interactions from all the LOBs [chats, calls (inbound and outbound), emails]
- Developed and maintained quality assurance procedure documentation.
- Providing effective coaching/feedback to the agents on their Quality performance based on the calls listened or chats reviewed and negotiation strategies followed by the agent
- Creating and sending weekly quality performance report to the operations and management team with insights on top errors identified in the previous week's monitoring and the trend
- Conducting daily and weekly huddles with respective teams and discussing top identified errors and also the best practices followed by the agents
- Conducting refresher sessions on a monthly basis on top errors and process updates
- Cascading critical process updates with the teams immediately
- Conducting call listening and chat review sessions with bottom quartile agents and discuss best practices and things to avoid
- Attending calibration sessions in order to ensure all the QAs and key departments are aligned with the Quality parameters
- Attending weekly meetings with operations and management team to discuss top errors/issues and trends and come up with best action plans
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Developed effective training plans based on department needs and objectives.
Collections/Customer Service Representative
Sykes Business Services Pvt Ltd.
09.2016 - 01.2018
- Handling Inbound calls from customers and assisting them on their delinquent accounts
- Researched billing errors and discrepancies to initiate corrective action.
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Counseled debtors on payment options and arranged installment agreements.
- Used probing techniques to determine debtors' reasons for delinquency.
- Worked with customer to create debt repayment plan based on current financial condition.
- Researched accounts and completed due diligence to resolve collection problems.
- Responded to customer inquiries and provided detailed account information.
- Maintained accurate records of customer accounts, payments and payment plans.
Education
MBA - Data Science
Manipal University Jaipur
08.2022 - Current
B.Sc - IT
Shabarmati University
06.2017 - 2020.06
Intermediate - MPC
NRI Junior College
03.2009 - 2011.04
SSC -
Gowtham Model School
03.2008 - 2009.04
Skills
Team training and development
Quality planning and management
Quality training
Corrective and Preventive actions
Internal auditing
Quality metrics
5 why analysis
Six sigma methodologies
Accomplishments
- Was awarded "Best Performer" title for meeting and exceeding all the key collection parameters in the year 2017.
- Was awarded with the title "Power Women" for the overall performance during company's annual awards in the year 2020.
- Was given an opportunity to mentor newly promoted and senior agents on professional development courses alongside learning and development team.
Declaration
I hereby declare that all the details provided above are true to the best of my knowledge.
Jyothi Adusumilli
10/03/2025
Timeline
Quality Lead
WNS Global Services
08.2024 - Current
MBA - Data Science
Manipal University Jaipur
08.2022 - Current
Lead - Training and Quality
Sykes Business Services Pvt Ltd.
10.2020 - 10.2021
Quality Analyst
Sykes Business Services Pvt Ltd.
01.2018 - 09.2020
B.Sc - IT
Shabarmati University
06.2017 - 2020.06
Collections/Customer Service Representative
Sykes Business Services Pvt Ltd.
09.2016 - 01.2018
Intermediate - MPC
NRI Junior College
03.2009 - 2011.04
SSC -
Gowtham Model School
03.2008 - 2009.04
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