Summary
Overview
Work History
Education
Skills
Awards
Disclaimer
Personal Information
Timeline
Generic

Deepika Rajasekaran

Cuddalore

Summary

Thoughtful Quality Control Team Lead with 4 years of big-picture planning and systematic assessment of product standards. Tenacious strategist known for continual product consistency with meticulous detail orientation. Implements lasting quality-control measures, prioritizing customer satisfaction and long-term brand reputation.

Overview

6
6
years of professional experience

Work History

Quality Lead

Concentrix Technologies
05.2021 - Current
  • Reassessed quality control measures at systemic level to proactively identify non-conformances.
  • Adapted procedures to mitigate issues and improve deficiencies.
  • Conducted thorough audits for calls ensuring adherence to quality parameters
  • Provided constructive feedback to technicians for continuous improvement
  • Addressed client-end escalations, assisting in resolution and maintaining client satisfaction
  • Conducted comprehensive call audits to ensure adherence to quality standards and compliance parameters.
  • Provided constructive and actionable feedback to technicians, fostering continuous improvement.
  • Managed client escalations, assisting in prompt resolution to enhance client satisfaction.
  • Supported production teams by addressing quality-related queries and ensuring process alignment.
  • Compiled insightful reports based on audit findings to drive data-driven decision-making.
  • Developed and presented client decks for fortnightly meetings, ensuring transparency and alignment.
  • Led monthly calibration sessions with clients and internal production teams to standardize quality expectations.
  • Managed the publication of accurate and relevant reports to support business objectives.
  • Oversaw the client’s quality deck, addressing FMEA violations and facilitating Incident Review (IR) discussions.
  • Conducted targeted and random audits to proactively identify and mitigate potential escalations.
  • Designed Training Needs Identification (TNI) frameworks to support ongoing skill development initiatives.
  • Delivered detailed feedback aligned with SMART (Specific, Measurable, Achievable, Relevant, Time-Bound) objectives.
  • Enhanced in-house knowledge base (KB) articles to improve training resources and reference materials.
  • Proposed and implemented innovative tool enhancements to optimize the agent experience.
  • Led new-hire and quality certification programs to ensure readiness and compliance.
  • Developed and administered monthly PKT assessments to strengthen agents’ technical proficiency.
  • Assisted in updating training modules to reflect evolving business and process requirements.
  • Took ownership of agents’ technical and process knowledge, driving continuous learning and improvement.
  • Addressed various production requests to streamline operations and enhance efficiency.

Technical Support Engineer

CSS Corp
05.2019 - 12.2020
  • Responded to customer inquiries via email, phone, and live chat, addressing technical issues and resolving malfunctions remotely.
  • Conducted targeted troubleshooting by asking strategic questions to identify and implement effective solutions.
  • Delivered clear, step-by-step technical support to guide clients through issue resolution.
  • Assisted customers with the setup and configuration of new systems, applications, and software.
  • Utilized remote access tools to diagnose and resolve technical issues efficiently.

Education

B.E - Computer Science

Dhanalakshmi Srinivasan college of Engineering and Technology
04.2019

Higher Secondary - undefined

St' Marys matric.hr.sec.school
04.2015

SSLC - undefined

St' Marys mat.hr.sec.school
04.2013

Skills

  • Team Handling
  • Operational excellence
  • Total quality management
  • Quality management
  • Cross-functional teamwork
  • MS Excel
  • 7 QC Tools
  • FMEA Structure
  • Compliance audits

Awards

  • Consistently awarded for outstanding quarterly performance, demonstrating excellence in operations management, team leadership, and process optimization.
  • Received multiple client appreciations for consistently delivering and exceeding performance targets, ensuring high-quality service and customer satisfaction.
  • Recognized by senior management for implementing value-added initiatives and process improvement ideas, leading to enhanced efficiency and productivity.
  • Proven ability to drive performance metrics, achieving and surpassing KPIs through strategic planning and team engagement.
  • Strong stakeholder management skills, collaborating effectively with clients and internal teams to align business goals and drive operational success.
  • Demonstrated leadership in coaching and mentoring teams, fostering a culture of continuous improvement and professional development.
  • Expertise in quality assurance and process enhancement, ensuring adherence to compliance standards while optimizing service delivery.

Disclaimer

I hereby declare that the above information is accurate to the best of my knowledge and belief.

Personal Information

  • Date of Birth: 02/18/98
  • Nationality: Indian
  • Marital Status: Single

Timeline

Quality Lead

Concentrix Technologies
05.2021 - Current

Technical Support Engineer

CSS Corp
05.2019 - 12.2020

Higher Secondary - undefined

St' Marys matric.hr.sec.school

SSLC - undefined

St' Marys mat.hr.sec.school

B.E - Computer Science

Dhanalakshmi Srinivasan college of Engineering and Technology
Deepika Rajasekaran