Chandra Shekar. S
Assistant Manager Quality
Bangalore
Summary
A detail-oriented Quality Manager with 7+ years of experience in analyzing and improving quality control processes and training towards enhancing employee productivity. Skilled in conducting audits, implementing quality management systems, and facilitating training programs. Adept at identifying process gaps and recommending solutions to improve quality and productivity.
Overview
14
14
years of professional experience
Work History
Assistant Manager - Quality
UNext Learning Private Limited
Bangalore
04.2022 - 12.2023
- Identify and sharing feedback on shortcomings in soft skills and process knowledge.
- Monitor and evaluate randomly selected calls to assess associates' service level standards and complete online evaluations of client calls.
- Implemented new quality assurance and customer service standards.
- Performed root cause analysis to identify and resolve quality issues and defects.
- Conducting training for the new batches regarding quality parameters.
- Monitored staff organization and suggested improvements to daily functionality.
- Conduct coaching sessions with sales associates and provide feedback addressing client service performance, product knowledge and call productivity.
- Auditing calls based on set parameters and CTQ’s and sharing the daily report to respective mangers.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
- Evaluated interactions between associates and customers to assess personnel performance.
- Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
- Applied coaching techniques and tools to support managers and team members in improving performance.
- Created and maintained quality management systems to align with industry standards.
Quality Analyst
Shaw Academy Education Pvt Ltd
Bangalore
03.2021 - 06.2021
- Developed and maintained quality assurance procedure documentation.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Analyzed quality and performance data to support operational decision-making.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Defined and implemented quality initiatives to reduce risk.
Trainer Cum Quality Analyst
Magicpin (Samast Technologies Pvt Ltd)
Bangalore
05.2019 - 05.2020
- Monitored participant workflow and behaviors throughout training process.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Performed continuous evaluations of content and plans to enhance delivery and improve effectiveness.
- Recruited and trained new members of guest service team.
- Supported productivity increase and business growth through new hire training and mentoring.
- 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.
- Auditing calls based on set parameters and CTQ’s and sharing the daily report to respective mangers
Senior Quality Analyst
Medlife International Pvt
Bangalore
02.2018 - 03.2019
- Auditing live calls and recorded version calls and score them on defined template.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Sharing feedback with the pharmacist on timely basis and ensure corrective actions are taken
- Conducting regular QA training sessions with the team based on the error’s identified from call Audits
- Conducting and attending weekly call calibration session with all the stakeholders
- Sending reports to all stakeholders on a weekly and monthly basis
- Identifying and bridge process gaps and share the real time feedbacks.
- Developed and maintained quality assurance procedure documentation.
Senior Quality Analyst
Bolh Management Advisor
Bangalore
02.2014 - 11.2017
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Monitored product standards and quality-control programs.
- Fixed identified issues to increase productivity and boost workflows.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Analyzed quality and performance data to support operational decision-making.
- Implemented process improvements to increase productivity in quality assurance operations.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Created and collaborated in implementation and maintenance of customer complaint log.
Senior AR Analyst
Omega Healthcare
Bangalore
03.2010 - 12.2013
- Perform pre-call analysis and check status by calling the payer or using IVR or web portal services
- Maintain adequate documentation on the client software to send necessary documentation to insurance companies and maintain a clear audit trail for future reference
- Record after-call actions and perform post call analysis for the claim follow-up
- Perform analysis of accounts receivable data and understand the reasons for underpayment, days in A/R, top denial reasons, use appropriate codes to be used in documentation of the reasons for denials / underpayments
- Presented audit findings to accounting manager after reviewing results and paperwork.
Education
Bachelor of Arts - Liberal Arts And General Studies
CMJ University
Karnataka 09.2010 - 2012.09
MBA - Business Administration
Karnataka State Open University
Bangalore 07.2013 - 2015.05
Skills
Training and development
Timeline
Assistant Manager - Quality
UNext Learning Private Limited
04.2022 - 12.2023
Quality Analyst
Shaw Academy Education Pvt Ltd
03.2021 - 06.2021
Trainer Cum Quality Analyst
Magicpin (Samast Technologies Pvt Ltd)
05.2019 - 05.2020
Senior Quality Analyst
Medlife International Pvt
02.2018 - 03.2019
Senior Quality Analyst
Bolh Management Advisor
02.2014 - 11.2017
MBA - Business Administration
Karnataka State Open University
07.2013 - 2015.05
Bachelor of Arts - Liberal Arts And General Studies
CMJ University
09.2010 - 2012.09
Senior AR Analyst
Omega Healthcare
03.2010 - 12.2013
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