Harikrishna V
Chennai
Summary
14+ years of experience in Quality Management / Quality Assurance and Vendor Management. Proven track record of enhancing Customer and agent experience through process improvement, service excellence, risk mitigation, and problem-solving. Expertise in leading diverse teams with strong communication skills and a commitment to quality. Seeking to apply my skills and knowledge in a challenging role.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Sr Specialist Quality
Amazon Development & Research Center
Hyderabad
06.2021 - 08.2024
- Developed and designed holistic customer experience audits and outbound call audit process for DLS to optimize customer satisfaction
- Created visually appealing dashboards to drive process improvement, aligning with stakeholder requirements.
- Focused on designing a robust Quality structure to ensure effective monitoring of outbound call audits and other quality projects.
- Effectively supervised and guided team members, as well as outsourced business partners, ensuring the delivery of exceptional service for enhanced customer satisfaction.
- Developed training materials for new staff members regarding relevant topics.
- Assessed customer needs and developed solutions to meet those needs.
- Ensured compliance with applicable regulations throughout the life cycle of a project.
- Created documents detailing standard operating procedures.
- Maintained documentation related to projects such as change requests or bug fixes.
- Analyzed complex problems and identified effective solutions.
- Coordinated with other departments to ensure successful completion of projects.
- Resolved conflicts between team members or departments in an efficient manner.
- Provided feedback on deliverables from colleagues to ensure quality standards were met.
- Facilitated brainstorming sessions among teams to generate innovative ideas.
- Conducted regular meetings with team members to review progress on projects.
- Developed, maintained, and implemented strategic plans for projects.
Principle Quality Assurance Specialist
Norton LifeLock Inc, (Symantec)
Chennai
09.2013 - 06.2021
- Establishing metrics, designing Quality structure, Implementation of Quality management systems, mentoring team members and managing the outsourced business partners to deliver flawless service to enrich customer experience.
- Identified areas of improvement within the existing Quality Management System.
- Maintained knowledge of current industry developments and regulatory requirements for quality assurance purposes.
- Collaborated with cross-functional teams across the organization to ensure adherence to quality objectives.
- Conducted regular internal audits to identify non-conforming issues.
- Analyzed data from inspection results for trends in order to recommend process improvements.
- Developed and maintained quality assurance protocols, processes and procedures.
- Performed root cause analysis of defects identified during testing cycles.
- Assisted in developing training materials related to quality assurance topics.
- Monitored production operations for conformance to established quality standards.
- Investigated customer complaints regarding quality issues and implemented corrective actions accordingly.
- Coordinated activities with other departments related to product release decisions.
- Reviewed customer requirements and specifications to ensure products met standards.
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Led internal audits to identify areas for improvement and ensure adherence to quality management systems.
Quality Analyst
Iopex Technologies Pvt Ltd
Chennai
12.2012 - 09.2013
- Monitored transactions based on assigned program
- Maintained seamless execution of internal audits
- Leveraged TM's insights to improve overall customer satisfaction.
- Collaborated with team members to ensure continuous improvement of tool quality
- Engaged in individual discussions with agents regarding process improvements.
- Conducted audits for both SPOT and SOP guidelines.
- Achieved process optimization through the application of six sigma principles
- Provided comprehensive training on QM guidelines to newly onboarded employees.
Quality Analyst
Sutherland Global Services
Chennai
11.2010 - 12.2012
- Started as a L1 agent for McAfee tech support
- Promoted to QA within 1 year of employment
- Managed transaction monitoring for technical support
- Implemented 1 on 1 feedback sessions with agents for enhanced productivity
- Implemented effective methods for mock call procedures.
- Assisted in the calibration process
- Provided detailed report analytics
- Carried out planned actions
- Streamlined processes and served as the primary liaison between clients.
- Facilitate ongoing communication and collaboration with client through regular business review sessions
- Enhanced customer experience measurement through verbatim analysis and Dsat call coaching.
Education
MBA - HR & Marketing
Madras University
01.2013
BCA -
Madras University
01.2010
Skills
- Quality Assurance
- Customer Relations
- Root Cause Analysis
- Quality Assessment
- Lean six sigma certified auditor
- ISO 9001:2015 lead auditor
- ISO 27001:2013 ISMS Implementor
- Quality vendor management
- Vendor management
- Team management
- Customer success / CX / AX
- Documentation Management
- Project Planning
- Teamwork and Collaboration
- Analytical Thinking
- Effective Communication
- Excellent Communication
- Time management abilities
- Decision-Making
- Analytical Skills
- Problem-Solving
- Continuous Improvement
- Process Analysis
- Content management expertise
- Process Improvement
- Written Communication
- Problem-solving abilities
- Adaptability
Websites
Certification
- Certified Six Sigma Green Belt Practitioner (Certified by KPMG & Anna university Chennai)
- Certified-ISO-27001:2013 Information security implementer
- Trained-TQM-specialist-by profession
- Certified-ISO-9001:2015-Lead Auditor
Accomplishments
- Designed & developed outbound call audit process within Amazon for disability and leave services (HR / PXT group)
- Six sigma projects related to enhancing customer experience (Fixed the delays in returning to work for employees due to the process gaps, Fixed the process inefficiencies in decision letters once the leave is approved).
- Managed Quality across vendor sites to ensure that the Amazon set objectives were met. (Been the POC for end-to-end quality work)
- Defined metrics for the vendors to be completed within SLA. Derived SOW with vendors by defining the vendor objectives and targets.
- Created PCI compliant area for the internal and vendor teams for protecting customer PII.
- Designed & developed Denial of supervisor and Effective coaching methodologies through training need analysis based on trends. (While working with Norton LifeLock)
- Acted as SME for all product and process queries the quality assurance specialists had with the process.
- Implementation of root cause analysis process into QMS
- Project managed streamlining transaction monitoring form across all lines of business within the organization
- Effective coaching methodologies to share the outcomes of QA audits, related to process and product opportunities.
Ctc
29 Lakhs P.A
Areas Of Excellence
- Vendor management
- Problem Solving
- Delivering Results
- Process Improvement
- Customer satisfaction
- Team management
- Project management
- Process excellence
- Qualitative analysis through detractor validation
- Continuous Improvement
- VOC analysis
- Data analytics
Personal Information
- Bengaluru
- Hyderabad
- Date of Birth: 12/24/1989
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Expected ctc
20% hike
Languages
- English
- Tamil
- Telugu
- Hindi
Disclaimer
I hereby declare all the above said are true and correct to my knowledge – Harikrishna v
Languages
English
First Language
English
Advanced (C1)
C1
Tamil
Advanced (C1)
C1
Telugu
Advanced (C1)
C1
Timeline
Sr Specialist Quality
Amazon Development & Research Center
06.2021 - 08.2024
Principle Quality Assurance Specialist
Norton LifeLock Inc, (Symantec)
09.2013 - 06.2021
Quality Analyst
Iopex Technologies Pvt Ltd
12.2012 - 09.2013
Quality Analyst
Sutherland Global Services
11.2010 - 12.2012
MBA - HR & Marketing
Madras University
BCA -
Madras University
- Certified Six Sigma Green Belt Practitioner (Certified by KPMG & Anna university Chennai)
- Certified-ISO-27001:2013 Information security implementer
- Trained-TQM-specialist-by profession
- Certified-ISO-9001:2015-Lead Auditor
Similar Profiles
Reginald AsolukaReginald Asoluka
Executive Assistant at Cornerstone Research and Development CenterExecutive Assistant at Cornerstone Research and Development Center
Marissa OusnamerMarissa Ousnamer
Environmental Health and Safety Manager at Kerry Inc. Research And Development CenterEnvironmental Health and Safety Manager at Kerry Inc. Research And Development Center
Ryann ColemanRyann Coleman
Student Assistant at Child Development Research CenterStudent Assistant at Child Development Research Center