Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Certifications And Projects
Timeline
Generic
INDRAJITH K M

INDRAJITH K M

Bengaluru

Summary

Detail-oriented and analytical Quality Analyst with 5+ years of experience in quality audits, customer service, and process improvement. Proven track record in transactional audits (chat, call, email), CAPA handling, LMS audits, and CRM tools like Salesforce and Freshdesk. Skilled in identifying root causes, driving corrective actions, and enhancing customer satisfaction.

Overview

7
7
years of professional experience

Work History

Sr. Quality Analyst

ExcelR
Bengaluru
07.2023 - 04.2025
  • Conducted audits on LMS and monitored trainer-student interactions to ensure quality assurance.
  • Handled escalations from social media channels, significantly improving response time and customer satisfaction.
  • Implemented Root Cause Analysis (RCA) to resolve escalations and drive effective corrective actions.
  • Audited customer interactions, including chats, emails, and sales calls, for compliance with quality standards.
  • Provided quality feedback and collaborated with heads of departments to enhance training programs.
  • Audited lead quality through Salesforce, tracked activity, and monitored refund request trends.
  • Managed referral lead audits, implementing process improvements that reduced overall refund rates.

Sr. Quality Analyst (Business Excellence - CAPA)

Vedantu Innovation
Bengaluru
06.2019 - 12.2022
  • Handled escalations under the SHE policy, using Six Sigma methods to resolve issues, and improve processes.
  • Introduced the SHE v-1 Policy, increasing sales team retention from 25% to 30% to 80%.
  • Conducted deep dives and root cause analysis for executive escalations, driving critical issue resolution.
  • Monitored calls, and provided feedback to enhance performance and compliance.
  • Shared audit results with teams to improve decision-making and processes.
  • Evaluated customer interactions for compliance, improving quality, and efficiency.
  • Monitored and assessed refund requests from users in the Freshdesk software, providing feedback on order realism and the genuineness of refund requests, resulting in a 30% drop in refund requests from 2020 to 2021.

Marketing Intern

Airtel
Bengaluru
01.2019 - 03.2019
  • Analyzed prepaid and postpaid users, recorded service feedback, and facilitated product analysis.

K-12 Channel Sales Intern

Pearson Publication
Bengaluru
03.2018 - 05.2018
  • Gathered feedback from business prospects and wholesalers.
  • Analyzed customer insights to support sales strategy.

Education

MBA - Marketing

BMS College For Commerce And Management
Bengaluru
04-2019

B.Sc - Physics, Mathematics, Computer Science

Alvas College
Mangalore
01.2016

Skills

  • Transactional Audits (Chat, Call, Email)
  • QC Tools & CAPA Management
  • Microsoft Office & Google Sheets
  • Salesforce & Freshdesk
  • Data Analysis & Reporting
  • Customer Escalation Handling
  • Problem Solving & Critical Thinking
  • Communication & Collaboration

Languages

  • English
  • Kannada
  • Malayalam
  • Hindi
  • Tamil

Personal Information

Title: Senior Quality Analyst

Certifications And Projects

  • Lean Six Sigma Green Belt
  • Project: Consumer Perception & Sales Impact at Pearson Publication
  • Project: Customer Satisfaction Toward Airtel Postpaid Services
  • Project: Reduced query TAT to enhance user satisfaction and retention

Timeline

Sr. Quality Analyst

ExcelR
07.2023 - 04.2025

Sr. Quality Analyst (Business Excellence - CAPA)

Vedantu Innovation
06.2019 - 12.2022

Marketing Intern

Airtel
01.2019 - 03.2019

K-12 Channel Sales Intern

Pearson Publication
03.2018 - 05.2018

MBA - Marketing

BMS College For Commerce And Management

B.Sc - Physics, Mathematics, Computer Science

Alvas College

Similar Profiles

CREATE PROFILE
INDRAJITH K M