Ashlesha Sangam
Hyderabad
Summary
Detail-oriented Quality Assurance Analyst experienced in content optimization and moderation. Expertise in diverse QA methodologies and AI tools, implementing effective strategies to enhance product quality. Collaborates with AI?ML team for performance improvements and resolve issues efficiently.
Overview
15
15
years of professional experience
Work History
Quality Assurance Analyst
Accenture
Hyderabad
01.2026 - Current
- Conducted comprehensive audits to ensure compliance with quality standards.
- Collaborated with teams to develop quality assurance protocols and standards.
- Collaborated with AI/ML team ona regual babsis to improve dataset quality.
- Reviewed user-generated content to ensure adherence to community guidelines and maintain platform integrity.
- Identified and flagged inappropriate content to enhance user experience across multiple platforms.
- Conducted training sessions on best practices for feedback utilization to empower team members and improve overall content quality.
Technical Customer Support
Amazon
Hyderabad
08.2022 - 01.2026
- Cultivated expertise as Subject Matter Expert over two years, boosting team knowledge and support capabilities.
- Functioned as Subject Matter Expert in blended processes encompassing chat, calls, and email.
- Resolved high-priority customer cases, maintaining elevated customer satisfaction standards.
- Managed daily operations, analyzing staffing requirements to enhance service efficiency.
- Oversaw team productivity and workflow to meet established quality service goals.
- Performed thorough audits and quality checks, ensuring adherence to process standards.
- Participated in creating and implementing training programs for team members.
- Collaborated on compliance issues related to Amazon terms of service, safeguarding operational integrity.
- Employed over 30 Amazon tools and ticketing systems for effective issue resolution.
Retail Banking Customer Care
Bank Of America
Hyderabad
07.2012 - 03.2014
- Consulted with customers to provide tailored solutions based on individual needs.
- Strengthened customer relationships by providing timely and friendly service, fostering loyalty.
- Educated customers on billing, payment processing, and support policies to enhance understanding and satisfaction.
- Investigated disputes and addressed suspected fraud with diligence and accuracy.
- Trained new banking personnel on effective customer service strategies, improving overall team performance.
- Maintained up-to-date knowledge of banking products, services, and regulations.
- Proactively adapted to rapid changes in customer needs and banking environment.
Process Associate
Google
Hyderabad
01.2011 - 09.2011
- Reviewed and corrected initial versions of Google e-books by aligning them with scanned copies of original texts using Go-doc tools.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Bachelors - Computer Science
Bhavans Vivekananda
Hyderabad, Telangana01-2010
Master of Business Administration - Project Management
Sikkim Manipal University
HyderabadSkills
- Quality assurance
- Compliance auditing
- Quality protocols
- Content review
- Metrics tracking
- Process enhancement
- Workflow improvement
- Excel
- Microsoft Office Suite
- Operating systems
- Effective communication
- Collaboration skills
- Conflict resolution
Languages
- English
- Hindi
- Telugu
Timeline
Quality Assurance Analyst
Accenture
01.2026 - Current
Technical Customer Support
Amazon
08.2022 - 01.2026
Retail Banking Customer Care
Bank Of America
07.2012 - 03.2014
Process Associate
Google
01.2011 - 09.2011
Bachelors - Computer Science
Bhavans Vivekananda
Master of Business Administration - Project Management
Sikkim Manipal University