KAVITHA KARUNANIDHI
Bengaluru
Summary
Experienced Quality Analyst who exhibits a professional demeanor and excellent communication and interpersonal skills. Skilled at evaluating both verbal and written customer contact by agents while coaching them for success in executing superior service to customers. Able to rapidly gain product knowledge. Meticulous Team Lead with 9+ years of passionate and disciplined quality control experience in several industries. Technically savvy professional with deep knowledge of international quality standards and new and traditional measuring tools. Committed to team building collaborative leadership instead of adversarial environments. Proficient in all QA operations, policies and procedures. Experience hiring and developing individual team members. Committed to thoroughly assessing product quality and manufacturing processes to achieve excellent results and customer satisfaction.
Overview
16
16
years of professional experience
8
8
years of post-secondary education
Work History
Quality Team Lead
Ninjacart
Bengaluru
12.2022 - 08.2023
- Established product specifications and quality assurance practices
- Troubleshot product issues and fixed problems
- Managed multiple new or existing organizational process improvement initiatives based on company strategic plans
- Kept records of quality reports and statistical reviews
- Facilitated investigations into customer complaints and recommended responses containing root cause determinations and issue resolutions
- Coordinated project evaluations, gap analyses, department and project audits and quality improvement action plans
- Collected and analyzed production samples to evaluate quality
- Trained, mentored and evaluated 10 Quality control staff members and assisted in recruiting and hiring new personnel
- Monitored product trends and suggested changes
Quality Analyst
CoinSwitch Kuber
Bengaluru
07.2021 - 12.2022
- Identify and remedy defects within the production process by performing BAU audits
- Sharing feedback on the BAU audits conducted
- Recommend, implement and monitor preventative and corrective actions to ensure that quality assurance standards are achieved
- Compile and analyze statistical data
- Investigate customer complaints and product issues
- Conduct Calibration between the cross-function teams
- Primary focus on the Bottom Quartile candidates
- Process Initiatives
Imaging Associate
Amazon.com India Pvt. Ltd
Chennai
05.2012 - 01.2016
- Processing Studio image and Vendor image QA to ensure all images reflecting on site are as per Amazon image standards
- Working on external Customer feedback on image issues (Process - G-Fix)
- Image trouble shooting (Process - Trouble Tickets Handling)
- Vendor image issue case resolution (Process – YUMA (Image-Fix))
- SOP changes for Support processes
- Process Improvements
- Worked with various nodes and created training document
- Proactively bridged between multiple teams on process improvement, improving Image standards on quality and customer experience topics
- Worked on creating Help page for Vendors
- Worked on fixing escalations on images on site
- Played key role in helping, supporting from image perspective for multiple category expansions for Amazon.in.
Technical Support Officer
HCL Technologies Limited
Chennai
01.2011 - 09.2011
- Interacting with Inbound calls from UK
- Troubleshooting Broadband and Telephone issue
- Creating appointments for Technician visits.
Customer Support Executive
Sulekha.com India Pvt. Ltd
Chennai
07.2007 - 11.2008
- Content creation
- Customer Interaction
- Follow-up with the customers for advertisement content
- Creating paid ads
- Campaign Management
Education
MBA - International Business Management
06.2013 - 07.2016
M.A - Mass Communication & Journalism
06.2006 - 05.2008
B.Sc - Visual Communication
06.2003 - 05.2006
Skills
Time managementundefined
Additional Information
- AWARDS , Awarded as the "Go-Getter" for outstanding performance and for securing the top rank in the operations for 3 consecutive months at CoinSwitch Kuber. Awarded Star of the Month for Ownership and Creativity at Amazon.com India Pvt. Ltd. Awarded as the best Customer Support Executive performer twice at Sulekha.com
Timeline
Quality Team Lead - Ninjacart
12.2022 - 08.2023
Quality Analyst - CoinSwitch Kuber
07.2021 - 12.2022
University of Madras - MBA, International Business Management
06.2013 - 07.2016
Imaging Associate - Amazon.com India Pvt. Ltd
05.2012 - 01.2016
Technical Support Officer - HCL Technologies Limited
01.2011 - 09.2011
Customer Support Executive - Sulekha.com India Pvt. Ltd
07.2007 - 11.2008
Madurai Kamarajar University - M.A, Mass Communication & Journalism
06.2006 - 05.2008
Women's Christian College - B.Sc, Visual Communication
06.2003 - 05.2006
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