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
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