Summary
Overview
Work History
Education
Skills
Personal Information
Timeline
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Gouthami M

Gouthami M

Lead Quality
Bangalore

Summary

Experienced Quality Auditor with well-honed analytical skills with regulatory compliance auditing experience for 9+ years. Solution-focused professional highly-regarded among peers and supervisors in Telecommunications, Customer Service industry. Skilled auditor who works diligently with all levels of peers, management and external authorities.

Overview

6
6
years of professional experience
6
6
years of post-secondary education
6
6
Languages

Work History

Lead Quality

Oracle
04.2022 - Current
  • Conducted thorough root cause analyses to uncover the sources of recurring issues, effectively reducing defects over time.
  • Implemented risk-based auditing methodologies that prioritized critical areas within the production process, allowing for more targeted improvements.
  • Regularly reviewed company policies and procedures, making updates as necessary to maintain compliance with regulatory requirements.
  • Increased customer confidence in products by consistently delivering accurate audit results that reflected high-quality standards.
  • Consistently met or exceeded key performance indicators related to audit completion rates, defect reduction, and process improvements.
  • Evaluated current inspection techniques and recommended new technologies to improve efficiency and accuracy in detecting defects during audits.
  • Mentored junior auditors on best practices for conducting thorough inspections and developing clear, concise reports documenting their findings.
  • Developed comprehensive training programs for new auditors, ensuring consistent application of auditing principles and guidelines.
  • Served as a subject matter expert for internal teams seeking guidance on best practices and regulatory requirements related to quality auditing.
  • Led cross-functional teams for process improvement initiatives, achieving higher product standards and improved customer satisfaction.
  • Collaborated with other departments to identify potential risks and develop appropriate mitigating measures for maintaining overall product integrity throughout the supply chain.
  • Managed a team of auditors responsible for conducting on-site inspections at manufacturing facilities, ensuring adherence to established quality protocols.
  • Monitored departmental forms for compliance to submissions rules and guidelines.

Technical Support Executive

HGS
10.2014 - 6 2018
  • Handling customer escalations ensuring customers are updated on technical queries via email, incident management systems and phones
  • Maintain operational standards in line with customer SLA's
  • I.e
  • Fast response times to customers from incident start time to incident restoration
  • Operational vendor management: Handling network issues with third party providers, utilizing all escalation points within our partners organization when necessary
  • Advanced knowledge of Ethernet, ADSL, SDSL, VDSL & FTTx technologies
  • Customer circuit troubleshooting with the aid of industry standard test equipment
  • Trouble ticket incident management
  • Proactive network monitoring and troubleshooting.

Quality Analyst

Accenture
07.2020 - 03.2022
  • Listening to calls either recorded live or side-by-side while communicating feedback
  • Conducting internal & external call calibration every week
  • Sharing the RCA and TNA report with operations & training team
  • Encouraged good practices and discouraged bad ones
  • Identified calls failing to meet predefined standards and identified the problem
  • Implemented agent training and coaching initiatives
  • Provided customer feedback and internal compliance feedback to management
  • Investigated and solved escalations and satisfied customers with concrete solutions to their problems
  • Identified areas and opportunities to upgrade quality standards within management processes and systems.

Quality Analyst

Teleperformace
07.2018 - 01.2020

Education

Bachelor of Commerce -

06.2011 - 05.2014

PUC Commerce - undefined

06.2009 - 05.2011

JSS - undefined

06.2008 - 05.2009

Skills

    Good Communication

    Problem Solving

    Effective Leadership and Management

    Strong Work Ethic

    Adaptability, Ability to prioritize tasks

    Quick Learner

    Time Management

    Customer Focus Orientation

    Six Sigma Methodologies

    Calibration and Maintenance

Personal Information

  • Place of Birth: Bangalore
  • Date of Birth: 08/30/1993
  • Gender: Female
  • Nationality: Hindu
  • Marital Status: Single

Timeline

Lead Quality

Oracle
04.2022 - Current

Quality Analyst

Accenture
07.2020 - 03.2022

Quality Analyst

Teleperformace
07.2018 - 01.2020

Technical Support Executive

HGS
10.2014 - 6 2018

Bachelor of Commerce -

06.2011 - 05.2014

PUC Commerce - undefined

06.2009 - 05.2011

JSS - undefined

06.2008 - 05.2009

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Gouthami MLead Quality