GANDAM SHRUTI
Summary
Dynamic Service Team Lead at PCIS COE, skilled in quality governance and root cause analysis. Proven track record in driving operational excellence through data-driven insights and cross-functional collaboration. Expert in SQL and passionate about coaching teams to achieve high standards and continuous improvement in service delivery.
Overview
1
1
Certification
5
5
years of professional experience
Work History
Service Team Lead,
PCIS COE Customer Insight Generation
01.2024 - Current
- Led, coached, and mentored team members while running cross-functional syncs across global time zones to frame tradeoffs and ensure risk-backed outcomes.
- Feedback & root-cause analysis: Deliver objective, data-backed feedback and root-cause findings to analysts and team members to drive decision accuracy and procedural adherence.
- Procedural monitoring: Continuously audit compliance procedures, identify service leakage, and partner with cross-functional stakeholders on corrective roadmaps.
- Defined and owned regional vision for quality checks across risk, compliance, and operational workflows, systematically evaluating case outcomes to identify successes, failures, and procedural risks.
- Built MBR/QBR reporting structures from scratch using SQL and Tableau to track critical QA KPIs and provide executive-level insights to leadership.
Service Team Analyst II
– Fraud, Risk & Service Operation
Hyderabad
07.2021 - 03.2023
- Audited high-volume communication and support workflows, identifying defects and recurring friction patterns, and providing actionable improvement recommendations to stakeholders.
- Partnered with Engineering and Design to ensure consistent quality standards and feature parity across desktop, web, and mobile support surfaces, enhancing user experience.
- Queried large datasets in SQL to measure quality and performance trends, evaluate adoption, and validate improvements against engagement and service benchmarks, managing trend metrics for continuous improvement projects.
- Benchmarking & Gap Analysis: Conducted ongoing competitive and quality benchmarking, delivering insights that directly shaped regional prioritization and stakeholder decisions.
Education
M.Sc. Education -
Osmania University
HyderabadSkills
- Data-backed roadmapping
- Quality trend analysis
- Audit data synthesis
- Analytics & Reporting Tools: SQL, Tableau, Google Workspace (Docs, Sheets, Slides), JIRA, Confluence
- Operational Excellence
- Stakeholder Engagement
- Team Leadership
Personal Information
Title: Service Quality Specialist | Quality Assurance, Root Cause Analysis & Operational Excellence
EDUCATION & LANGUAGES
Languages: English (Fluent), Telugu (Native), Hindi (Fluent)
KEY PROJECTS & IMPACT HIGHLIGHTS
APAC Voice of Customer (VOC) Quality Program: Designed and led a cross-functional program connecting customer pain points and audit findings to concrete engineering and process fixes, directly raising user satisfaction scores., AI-Assisted Quality & Communication Engine: Led discovery and delivery of an in-app AI tool that synthesized complex quality signals into actionable async updates for operations teams, saving hundreds of hours monthly., Cross-Regional Platform Delivery: Spearheaded multi-region initiatives with distributed teams and external partners, maintaining reliable delivery and quality standards across global time zones, the kind of coordination required to manage BPO network performance at scale.
Certification
- Yellow Belt Certified
Timeline
Service Team Lead,
PCIS COE Customer Insight Generation
01.2024 - Current
Service Team Analyst II
– Fraud, Risk & Service Operation
07.2021 - 03.2023
M.Sc. Education -
Osmania University