D Lavanya
Quality Assurance Specialist
Hyderabad
Summary
I have nearly 7 years of experience in digital marketing and more than 3 years of experience as Quality assurance specialist as well as strong leadership skills and a track record of success. I'm currently looking for a position that will allow me to use my extensive skills and experience to find new clients and develop online strategies that will help businesses grow.
Determined Quality Assurance Specialist with dedication to quality and accuracy. Familiar with handling multiple projects in highly competitive environments. Solid interpersonal and collaboration skills.
Overview
9
9
years of professional experience
4
4
years of post-secondary education
3
3
Certifications
3
3
Languages
Work History
Quality Assurance Specialist
Google Operation Centre
05.2019 - Current
- Working as QA for the Display Team for over 3 years, 10 months
- As the Quality Specialist, my core role is conducting quality assurance reviews to effectively measure recommendations quality and customer satisfaction
- Deep diving into Search entities, listing, verification, forums, and communities to provide research, root cause analysis, and develop solutions to eliminate the error while constantly improving processes and ensuring compliance for service delivery
- My role also involves conducting Feedback sessions, Quality Learning Sessions, and PKT to improve EFC
- Additionally we strive to maintain the compliance metrics for the team
- Attending the weekly BR's representing the Quality Team for Display to discuss the metrics with stakeholders
- Campaign management, optimization and technical troubleshooting with Google ads campaigns, also helped the team to maintain Quality metrics, CSAT and 0 escalations
- Also helping the agents with every day floor support
- Worked on performance reports and metric analysis using MS Excel on a weekly basis
- Trained nearly 5 new batches with Quality and Compliance training
- Provided G-idea's for team and product performance enhancement on how to avoid critical and security errors with internal disclaimer
- Worked closely with account managers and high value clients directly to understand their company objectives and develop appropriate and effective marketing campaigns
- Developed and implemented digital marketing strategies which successfully increased the company's website ranking in search results and in turn more potential customers to the website
- Established in-house knowledge around paid marketing funnels, and leveraged this to incrementally improve the new bees metrics
- Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
- Achieved timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Utilized root cause analysis techniques to identify underlying issues contributing to product defects or customer complaints.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Collaborated with cross-functional teams to develop robust quality assurance strategies for new products.
- Maintained up-to-date knowledge of regulatory changes, ensuring product compliance across multiple markets.
- Reported problems and concerns to management.
Senior Process Executive
Cognizant
05.2018 - 05.2019
- Campaign management and technical troubleshooting, handled high-end customers in chats and GVC's (Google Video calling)
- Handled team performance and TRT reports and SWAT cases
- Trained 15 new joiners and helped them in curving their performance
- Have hands-on experience with all campaign types like search, shopping, display, discovery campaigns
- Handled risk management and account escalations in driving CSAT's
- Reviewed and evaluated campaign results
Process Developer in Google Ads specialization
Genpact
03.2016 - 04.2018
- Digital marketing, creating campaigns for the clients, campaign optimization, campaign management, remarketing, conversion tracking, Google analytics, Google merchant centre and also have hands on experience on call and chat support
- Handled different campaigns like display, search, shopping, discovery and also helped in mentoring 5-10 agents
- Handled final quality checks for the NA Chat team for error mitigation
- Received rewards for customer satisfactions and maintaining highest metrics for the process
- Promoted from Process Associate to Process developer within 8 months
- Cross-trained in phone and chat channel
- Handled escalations and reopen cases by doing ring backs to the advertisers
Process Developer in OneGE
Genpact
- Hands-on experience on server and system administration, giving sessions to the clients, all the L1 activities, deployment of patches, deriving passwords for the servers and resolving tickets
Education
Master of Science - PG Program in Strategic Digital Marketing
Great Lakes University
New Delhi, India 04.2001 - 06.2005
Skills
Google ads Display & Discovery campaign
Technical troubleshooting
Social Media Campaign Management
Market Research And Analysis
Website Development
Decision-making
Customer service
Team leadership
Internal audits
Documentation and reporting
Performance monitoring
Correction action planning
Customer focus
Certification
Google Adwords certified
Timeline
Quality Assurance Specialist
Google Operation Centre
05.2019 - Current
Senior Process Executive
Cognizant
05.2018 - 05.2019
Process Developer in Google Ads specialization
Genpact
03.2016 - 04.2018
Master of Science - PG Program in Strategic Digital Marketing
Great Lakes University
04.2001 - 06.2005
Process Developer in OneGE
Genpact