Chaitra KR
Bangalore
Summary
Client-focused AI Operations professional with 7+ years of experience supporting and collaborating with clients to configure AI solutions aligned with business needs. Skilled in AI coaching, prompt and rule-engine configuration, and accuracy validation against manual audits. Experienced in multilingual AI support and cross-functional collaboration to drive continuous performance improvement.
Overview
8
8
years of professional experience
Work History
Product delivery Associate
Convin
Bengaluru
04.2023 - Current
- Owned end-to-end AI solution delivery for customers, including requirement gathering, configuration using prompts, LLMs, Python, and rule engines, transcript validation and solution delivery.
- Reviewed and validated transcripts to identify quality gaps and drive continuous model improvements.
- Partnered with internal teams to streamline AI configuration and delivery workflows.
- Trained client on the rule engine for independent parameter management.
- Worked with 30+ clients, achieving 80% accuracy alignment with manual audits.
- Enhanced AI performance for regional languages, including Kannada and Telugu, through precise fine-tuning.
SENIOR QUALITY ANALYST
WNS Global Solutions Pvt Ltd
Bangalore
08.2019 - 02.2023
- Monitored customer care representatives through NICE /VERINT.
- Worked on underwriting guidelines
- Export data from NICE to create weekly quality reports including customer care representative's progress, quality trends and training recommendations for Quality and Training managers.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Facilitated call calibrations amongst call centers on a weekly basis.
- Trained new QA's on a quarterly basis.
CUSTOMER SERVICE ASSOCIATE
Genisys Information Pvt Ltd
Bangalore
03.2018 - 03.2019
- Handle 100+ outbound calls daily to customers, Identify the needs of customers, resolve issues quickly and provide solutions
- Validating the cases within TAT
- Simplify complaints
- Ensure that the initial contact is positive
- Analyze feedback
- Issue reports
- Received an average 95% customer satisfaction rating to date.
- Received client recognition multiple times
- Received best Employee award of the months 5 times for exceptional contribution.
Education
B.E - Computer Science
East Point College of Engineering For Women
Bengaluru06-2016
Skills
- Speech-to-text optimization
- Quality assurance
- Prompt Engineering
- AI tool configuration
- Quality assurance monitoring
Accomplishments
- Received client recognition multiple times.
- Received best Employee award of the months 5 times for exceptional contribution.
Disclaimer
I hereby acknowledge, above all information are true to my knowledge.
Languages
English
Advanced (C1)
C1
Kannada
Native
Native
Telugu
Intermediate (B1)
B1
Timeline
Product delivery Associate
Convin
04.2023 - Current
SENIOR QUALITY ANALYST
WNS Global Solutions Pvt Ltd
08.2019 - 02.2023
CUSTOMER SERVICE ASSOCIATE
Genisys Information Pvt Ltd
03.2018 - 03.2019
B.E - Computer Science
East Point College of Engineering For Women