Divya Gouda
Bengaluru
Summary
Detail-oriented and results-driven Quality Analyst with hands-on experience in auditing, team handling, and performance monitoring. Proven ability to manage asset data, analyze reports, and implement process improvements that enhance operational efficiency. Skilled in conducting root cause analysis, delivering constructive feedback, and driving quality across teams. Adept at creating clear documentation and dashboards to support data-driven decision-making. Committed to maintaining high standards of accuracy, accountability, and continuous improvement.
Overview
3
3
years of professional experience
Work History
Quality Analyst
ARBG Wealth tech pvt ltd
Bengaluru
05.2025 - Current
- Managed and maintained comprehensive asset data in the company’s database, ensuring 100% accuracy, and timely updates to support operational decision-making.
- Conducted systematic quality checks and audits on assets and workflows, identifying discrepancies, and driving corrective actions to improve process reliability.
- Authored and edited internal blogs to share best practices, project updates, and technical insights, boosting team engagement and knowledge retention.
- Prepared, analyzed, and distributed daily performance reports, monitoring employee attendance and productivity metrics to ensure alignment with organizational goals.
Quality Analyst
Rupeek Fintech
Bengaluru
05.2022 - 03.2025
- Performed detailed ticket reviews and call audits to ensure adherence to quality standards, compliance guidelines, and customer service protocols.
- Led a team of five members in the NPS (Net Promoter Score) division, monitoring feedback trends, and implementing strategies to enhance customer satisfaction.
- Conducted root cause analysis (RCA) on quality issues and escalations, identifying process gaps, and recommending actionable improvements.
- Created and maintained documentation and dashboards for performance tracking, quality metrics, and reporting for leadership review.
- Delivered constructive feedback through one-on-one meetings, offering coaching and personalized improvement plans to drive individual and team performance.
Education
Pre University College - PCMP
Nilekani Govt Pu College
Sirsi07-2016
High School Diploma -
Shri Marikamba Govt Pu College
Sirsi03-2014
Skills
Analytics
- Quality Assurance & Auditing
- Ticket & Call Analysis
- Root Cause Analysis (RCA)
- Asset & Data Management
- Dashboard Creation (Excel / Google Sheets / BI Tools)
- Report Analysis & Performance Tracking
Communication & Collaboration
- Internal Blog Writing
- One-on-One Coaching & Feedback
- Team Handling (NPS & QA Teams)
- Verbal and Written Communication
- Cross-functional Collaboration
Process & Documentation
- SOP & Documentation Creation
- Process Optimization
- Compliance Monitoring
- Knowledge Sharing
Soft Skills
- Attention to Detail
- Problem-Solving
- Leadership & Team Support
- Accountability & Ownership
- Time Management
Languages
kannada
First Language
English
Advanced (C1)
C1
Telgu
Beginner
A1
Tamil
Beginner (A1)
A1
Malayalam
Beginner
A1
Hindi
Intermediate (B1)
B1
Timeline
Quality Analyst
ARBG Wealth tech pvt ltd
05.2025 - Current
Quality Analyst
Rupeek Fintech
05.2022 - 03.2025
Pre University College - PCMP
Nilekani Govt Pu College
High School Diploma -
Shri Marikamba Govt Pu College
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