Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Ankita Arakh

Hyderabad

Summary

Competent Quality Assurance Specialist with 6 years of experience in oversight of product excellence. Proven record of quality leadership in all facets of production, team performance and fulfillment or delivery. Strategic in planning, implementing and improving processes and standards which generate opportunities for sustainable company growth.

Overview

7
7
years of professional experience

Work History

Quality Specialist

LTIMindtree
Hyderabad
04.2023 - Current
  • Led regular meetings with stakeholders regarding progress updates on projects related to quality assurance.
  • Created action plans for addressing any discrepancies found during internal or external audits.
  • Identified opportunities for continuous improvement initiatives within the organization's quality system.
  • Provided guidance to production teams on best practices for ensuring consistent product quality.
  • Participated in cross-functional teams focused on developing solutions for identified quality issues.
  • Conducted audits of internal operations to ensure compliance with established policies and procedures.

Senior Quality Assurance Associate

Google Operations Center
Hyderabad
03.2020 - 04.2023
  • Provided guidance and mentorship to junior Quality Assurance Associates.
  • Developed and implemented test plans, strategies, processes and procedures to ensure product quality.
  • Attended daily stand-up meetings with development teams to review progress on projects.
  • Evaluated new technologies that could be used to improve the current QA process.
  • Conducted root cause analysis for identified issues, ensuring timely resolution of problems.
  • Assisted in creating training materials for new Quality Assurance Associates.
  • Participated in sprint planning meetings to discuss upcoming features with development team members.
  • Maintained quality assurance procedure documentation.

Senior Customer Service Executive

Cognizant Technology Pvt. Ltd
Hyderabad
04.2017 - 12.2019
  • Interacted with customers via phone calls or online chats in order to address their inquiries efficiently.
  • Performed periodic quality assurance checks on customer support tickets in order to ensure accuracy of resolution.
  • Conducted regular performance reviews of customer service team members to identify areas for improvement.
  • Collaborated with various departments within the organization such as sales, marketing, IT in order to resolve customer issues.
  • Created detailed reports on customer inquiries, complaints, and suggestions.
  • Developed customer service protocols and policies to ensure consistent, quality service.
  • Analyzed customer feedback data to identify trends in customer satisfaction levels.
  • Implemented strategies to improve overall customer experience with the company's products and services.
  • Managed a team of 10+ customer service representatives while ensuring they adhere to all relevant policies and regulations.
  • Participated in cross-functional meetings with senior management teams from different departments in order develop strategies for improving overall efficiency of the organization's customer service operations.
  • Monitored call center operations to ensure compliance with established standards and procedures.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.

Education

Associate of Science - Biochemistry And Molecular Biology

Hislop College
Nagpur
12-2016

Skills

  • Customer Satisfaction
  • Quality Management Systems
  • Documentation Control
  • Corrective Actions
  • Product Inspection
  • Documentation And Reporting
  • Team Collaboration
  • Project Management
  • Relationship Building
  • Critical Thinking
  • Customer Relationship Management (CRM)
  • Customer Service

Languages

Hindi
First Language
English
Advanced (C1)
C1

Timeline

Quality Specialist

LTIMindtree
04.2023 - Current

Senior Quality Assurance Associate

Google Operations Center
03.2020 - 04.2023

Senior Customer Service Executive

Cognizant Technology Pvt. Ltd
04.2017 - 12.2019

Associate of Science - Biochemistry And Molecular Biology

Hislop College

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Ankita Arakh