Arun Vasudevan

AI-Driven QA & Quality Evaluation Data Analysis & Insights Dashboards & Reporting Process Improvement & Compliance Collaboration & Feedback

• Performed manual and AI-assisted evaluations of customer interactions (voice & chat).
• Validated AI-generated QA scores, ensuring alignment with defined quality frameworks.
• Conducted targeted interaction scrubbing based on risk signals and performance trends.
• Shifted QA approach from random sampling to risk-based quality monitoring, improving defect detection.
• Analyzed QA datasets to identify:Top failing parameters
  Agent behavior patterns
  Customer experience gaps
  
• Used Excel (advanced formulas) & structured datasets to generate actionable insights.
• Tracked key metrics such as CSAT, quality score, and error rate trends.
• Supported development and maintenance of QA dashboards within QMS tools.
• Published weekly performance dashboards and reports for stakeholders.
• Monitored quality trends, anomalies, and customer sentiment insights.
• Ensured adherence to SOPs, compliance policies, and quality standards.
• Conducted RCA and implemented corrective & preventive actions.
• Participated in QA calibration sessions to maintain scoring consistency.
• Recommended improvements to scorecards and evaluation frameworks.
• Provided actionable feedback and coaching inputs to agents and team leads.
• Worked with Operations, QA, and Product teams to improve quality processes.
• Contributed to AI-driven QA enhancements and process digitization initiatives.

• Led quality assurance initiatives and Lean transformations to improve operational performance.
• Executed FMEA and risk mitigation frameworks to identify and reduce process risks.
• Conducted calibration sessions and quality audits to ensure consistency in evaluations.
• Partnered with leadership on governance, KPI tracking, and strategic improvements.
• Improved CSAT and process efficiency through structured QA interventions.
• Collaborated with cross-functional and global teams across regions.

• Resolved complex technical issues improving customer satisfaction
• Built knowledge base improving resolution efficiency