Summary
Overview
Work History
Education
Skills
Certification
Languages
Sociallinks - Linkedin
Personal Information
Extracurricular Activities
Hobbies and Interests
Timeline
Generic
Karuna Kanta Borah

Karuna Kanta Borah

Gurugram

Summary

Experienced Senior QA Specialist at EVC Ventures, implementing quality assurance processes for top-notch product delivery. Skilled in leveraging MCSA certification and leading Quality Task Forces to drive efficiency and excellence in software testing. Proven track record in developing and executing test plans, identifying defects, and providing strategic recommendations for improvement. Dedicated to upholding industry best practices and optimizing QA methodologies for high-quality, user-friendly products. Eager to contribute expertise in QA, process improvement, and team leadership to achieve organizational goals.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Senior Quality Assurance

EVC Ventures
12.2019 - Current
  • Lead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
  • Conducts analysis on quality performance and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans
  • Supervision of work group, including work assignment and attendance
  • Investigated variances, performed root-cause analysis and documented corrective actions to resolve complications.
  • Established metrics, applied industry best practices and developed new tools and processes.
  • Updated training database to help resolve common issues.
  • Enforced compliance with federal, state, local and internal regulations related to product quality and operational activities.
  • Acted as key point of contact for all QA aspects of releases by providing QA services and coordinating QA resources internally and externally.
  • Analyzed quality threshold metrics to compile QMS reports.
  • Assured consistent quality of production by implementing and enforcing automated practice systems.

Senior Quality Analyst

Concentrix
06.2016 - 11.2019
  • Supervised work group, delegated work assignments, and monitored attendance, ensuring compliance with organizational policies and legal requirements
  • Maintained accurate metrics of individual performance for direct reports and team-level performance
  • Evaluated process and staff effectiveness, collaborating with Business stakeholders to develop and implement improvement action plans
  • Led quality task forces and action plans with Business stakeholders, including Quality Leadership, Operations, Client, Account Management, and Resource Unit partners
  • Conducted in-depth analysis on quality performance, identified trends, determined root causes, and presented findings internally and externally, leading corrective action plans
  • Fostered strong working relationships with key Business stakeholders, both internal and external, facilitating effective communication and collaboration
  • Oversaw audits of crucial support processes within each account, recommending and implementing changes to drive efficiency and quality improvements.

Technical Lead

Concentrix
01.2016 - 05.2016
  • Ensuring utilization of client certified tools & procedures
  • Ensuring compliance & confidentiality towards the process
  • Training & mentoring existing agents, driving teams of 15-25 agents towards process excellence
  • Co-ordinating with other Technical Leader's for meeting team targets
  • Conducting classroom training & 1:1 coaching as needed to train agents
  • Training & motivating agents towards accomplishment of higher targets.
  • Offered input on technical and platform-related strategic planning initiatives.
  • Improved systems with addition of new features and infrastructure.

Senior Escalation Engineer

Concentrix
04.2015 - 12.2015
  • Handling Front Line calls & addressing customer's need accordingly
  • Ensuring compliance with meeting the process targets
  • Conducting technical triages to leverage technical skills to my peers that yielded ease of redundancy and improved the overall skill level of the team
  • Handling Escalated calls & MS-HOT customers
  • Overseeing research, developing exhaustive training materials & keeping it current to client releases
  • Co-ordination with other Technical Leader's to identify and enhance Front Line agent's technical skills.
  • Offered assistance in implementing and developing training programs.
  • Monitored system performance to identify potential issues.

Senior Customer Support Executive

Concentrix
07.2011 - 03.2015
  • Analyze customers' feedback to understand areas for improvement and present the findings to senior management
  • Analyze risks with different approaches of business process change
  • Develop business process improvement solutions to enhance customer service operations
  • Develop service quality processes
  • Develop staff using capability development interventions and on-the-job training
  • Identify customer service channels and solutions for managing customers' concerns
  • Manage customers' concerns
  • Monitor responses to customer requests and queries to minimize gaps in customer service delivery
  • Organize communication and sharing sessions on good work practices
  • Organize the client contact database
  • Propose creative methods to improve business processes
  • Recommend training and development courses for staff
  • Research on customer needs to improve customer relationships and experience
  • Supervise order processing and order fulfillment
  • Support audit surveillance on service quality process flow
  • Update service quality process flows according to changes in standards and certifications.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Listened to customers' questions and concerns to provide answers or responses.

Education

Bachelor of Science - Information Technology

Himalayan University
Arunachal Pradesh
01.2017

12th -

Higher Secondary School
Biswanath Chariali
05.2009

10th -

Little Star School
Biswanath Chariali
01.2007

Skills

  • Active Listening
  • Presentation
  • MS Office Package
  • Equipment installation and configuration
  • People Management Skills
  • Time Management Skills
  • Analytical Skills
  • Critical Thinking
  • Feedback Management
  • Networking Skills
  • Server Administration
  • Windows
  • Training and mentoring
  • Root Cause Analysis
  • Problem-solving abilities

Certification

  • Mastering the Seven Quality Tools (with Microsoft Excel)
  • SaaS Masterclass: Sales, Marketing and Growth Metrics
  • Convergys Leaders as Coaches Workshop from Convergys
  • Team Leader Development Training from Convergys
  • Trainer Development Training from Convergys
  • Six Sigma Yellow Belt Certification
  • Microsoft Certified Solutions Associate

Languages

English
Assamese
Hindi

Sociallinks - Linkedin

www.linkedin.com/in/karuna-kanta-b-289a9815b

Personal Information

Title: Senior Quality Assurance

Extracurricular Activities

Received the Rising Knight of the Quarter Award (January 2019- March 2019) Received Outstanding Employee Award (Convergys), 2018 Received the Superstar Award March 2017. Graduated as a Certified Team Leader, CIS University Received the Rising Knight of the Quarter Award (January 2016- March 2016) Received the Superstar Award April 2016. Received the Superstar Award January 2016. Received the Rising Knight of the Quarter Award (July 2015- September 2015) Received Outstanding Employee Award (Convergys), 2014 Received Outstanding Employee Award (Convergys), 2013 Received Superstar Award (Convergys), April,2013

Hobbies and Interests

  • Travelling
  • Singing
  • Playing Games

Timeline

Senior Quality Assurance

EVC Ventures
12.2019 - Current

Senior Quality Analyst

Concentrix
06.2016 - 11.2019

Technical Lead

Concentrix
01.2016 - 05.2016

Senior Escalation Engineer

Concentrix
04.2015 - 12.2015

Senior Customer Support Executive

Concentrix
07.2011 - 03.2015

Bachelor of Science - Information Technology

Himalayan University

12th -

Higher Secondary School

10th -

Little Star School

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Karuna Kanta Borah