Jayaseeli Yuvaraj
Chennai
Summary
An accomplished professional with 8 plus years of experience in US Healthcare and Insurance process. Currently serving as a Transaction Quality Assurance Analyst. Proven leader in quality assurance, adept at driving internal audits, developing comprehensive management reports, and successfully managing a 17 members QC/QA team. Expertise in identifying value-add trends, optimizing processes and enhancing overall quality and efficiency.
Overview
10
10
years of professional experience
4022
4022
years of post-secondary education
1
1
Certification
Work History
Transaction Quality Assurance Analyst
NTT DATA
Chennai
04.2017 - Current
- Led 17 members QC/QA team, Overseeing quality assurance and control within the US Healthcare/Insurance process.
- Drove internal audits and developed comprehensive management reports (AE, PI, Production, Quality adherence, PCP and PIP, Rampup, Cross training, SLA miss, potential Privacy incident, Complaint and fraud analysis etc) to track performance and identify areas for improvement.
- Conducted annual time studies to establish Average Handling Time(AHT) and Process Improvement(PI) values, fixing performance targets based on these metrics.
- Performed QMS (Quality Management System) internal audits ensuring compliance and identifying potential risks.
- Certified QC/QA associates and conducted regular calibration sessions to maintain consistent quality standards and team performance.
- Conducted monthly Continuous Quality Improvement Program (CQIP) meetings, discussing monthly activities and fostering continuous improvement efforts.
- Identified low performers and provided targeted coaching and feedback to improve team productivity and adherence to quality standards.
- Analysed process risks within the team and contributed to CAPA (Corrective and Preventive Action) logs, including involvement in process automation in initiatives.
HCL Technologies
Quality Controller
Chennai
07.2015 - 04.2017
- Two years experience in banking process as a quality controller.
- Monitored and ensured quality adherence in banking transactions, including KYC and account opening processes.
- Processed customer requests related to Change of address and other banking operations.
- Collaborated team members to achieve daily productivity targets and maintain service level agreements.
- Performed Quality check to ensure process compliance and accuracy.
- Trained Team Leads on the process for successful implementation in Noida.
Education
M.Phil - M.Phil in Economics
Meenakshi College of Arts And Science
Chennai, India 07.2014 - 04.2015
Master of Arts - M.A Business Economics
Ethiraj College For Women
Chennai, India 07.2012 - 05.2014
Monahan Girls Higher Secondary School
Chennai, IndiaBachelor of Arts - B.A Economics
Ethiraj College For Women
Chennai, India 06.2007 - 04.2009
Monahan Girls Higher Secondary School
Chennai, IndiaSkills
- Team Leadership, Coaching and monitoring, Problem solving, Decision making, Trainiing etc
Certification
- Certified Corporate Trainer, NTT DATA
Trained multiple batches of associates and new hires on Process workflow and software applications
Languages
Tamil
First Language
English
Proficient (C2)
C2
Timeline
Transaction Quality Assurance Analyst
NTT DATA
04.2017 - Current
HCL Technologies
Quality Controller
07.2015 - 04.2017
M.Phil - M.Phil in Economics
Meenakshi College of Arts And Science
07.2014 - 04.2015
Master of Arts - M.A Business Economics
Ethiraj College For Women
07.2012 - 05.2014
Bachelor of Arts - B.A Economics
Ethiraj College For Women
06.2007 - 04.2009
Monahan Girls Higher Secondary School
Monahan Girls Higher Secondary School
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