Summary
Overview
Work History
Education
Skills
Certification
Author
Timeline
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Khitisweri Krupaya

Khitisweri Krupaya

Quality Analyst | SME | Digital Marketing | Scrum Master
Hyderabad

Summary

Quality Auditing with Agile methodologies having 8 years experience in big-picture planning and systematic assessment of product [Google Ads, Uber, Apple card] Implementing, prioritizing customer satisfaction and long-term brand reputation for Google LCS Customer. Facilitated daily stand ups, sprint planning, retrospective for a 10 members of team. Implemented Agile methodologies across departments unfamiliar with Agile practice enhancing Project delivery time by 30% and improved stakeholder satisfaction. Coached and mediated team members for constant improvement and resolve conflict regarding task priorities and ensure 100% delivery on time. In Digipivot Program, was selected as one of 200 women from across the country and completed over 80 hours of curriculum including Google Ads Product sessions and certifications, mentorship from Google leaders, the Fundamentals of Digital Marketing from the Indian School of Business.

Overview

8
8
years of professional experience
2
2
Certifications
5
5
Languages

Work History

Quality Analyst/SME

Cognizant India Pvt Ltd
10.2022 - Current
  • Live audit of Account optimization for LCS customers, closing more than 50 cases weekly for search, DemandGen, PMAX, Video cases.
  • Escalated lot of process improvement which save time and money of USD2k for LCS client, establishing open and professional relationship with clients for quick resolution of various issues.
  • Continuously check products for quality assurance according to guidelines, Send out report on daily, weekly, monthly of productivity & accuracy, preparing WBR
  • Facilitated the adoption of Agile methodologies, shortening project delivery time by 30%.
  • Improving sprint completion rate by 35% and increasing team velocity.

Senior Quality Analyst

Goldman Sachs
10.2021 - 09.2022
  • Auditing of Chat, Email and International phone calls, maintaining 90% R2 score, Conducting Calibrations.
  • Build custom capability across Apple card and focused on process improvement for more than 500 FTE specialist.
  • Proposed an idea to save the AHT for agents which save the revenue of $5.3k, finding the loop holes in the process and figured out the best solutions in which agents and customers both can be benefited.
  • Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality.

Senior Quality Auditor

Uber India Pvt Ltd
07.2019 - 09.2021
  • Handled India Uber Eats quality along with Bangladesh Uber Eats and Srilanka Uber Eats.
  • Runs several projects across the country, and improves the site scores of Jaipur and Mohali BPO Sites, CSAT score- 1.5-3.8
  • Handling team of 10 to 12 people and equally responsible for their growth and ensuring quality standards are in place for the service provided to customers.
  • Generating reports using QC tools, giving insights, conducting training sessions for the BPO folks and managing the team performance and handling critical escalations and solving it at best level.
  • Educated and oriented employees to improve compliance with quality control protocols.

Quality Analyst

Wipro BPS
02.2018 - 01.2019
  • Evaluating the quality of QA's, Google associates, Vendor partners and clients associated with Google AdWords, improvement of the owner account and big budget campaigns.
  • Checking the performance of the specialist marking down for the defects, providing feedback to enable a transparent culture between Google and clients.

Business Process Associate

Accenture Solution Pvt Ltd
01.2017 - 01.2018
  • Created maps for Mexico and Australia and outlined the project by ensuring the correct result to be delivered.
  • Rechecking of the outlined maps and giving feedback to the fellow colleagues about the wrong outlined performance.
  • Validating the updated resource, giving suggestions for the change of guidelines and policies, creating dashboards for the mapping process.
  • Identified modifications to processes and procedures that would promote better efficiency.

Education

M.tech -

ITER Institute of Technology And Management
10.2015

B.tech -

Apex Institute of Technology And Management
08.2012 -

Skills

    Stakeholder Management- New project Initiation

    QA Methodologies - Process Improvement using QC tools, Green belt Certified

    Google Ads- Search Pmax live QC

    Internal Training - Peer check, New hire session

    Yellow Belt Project-UBER, CSAT Improvement-[15-38]

    Digipivot Gold Medalist -2023

    Best QA Award - UBER, WIPRO

    Scrum master Certified

Certification

Green Belt Certified from ISEL Global

Author

Launched two books- one fiction & one poetry 

Timeline

Quality Analyst/SME

Cognizant India Pvt Ltd
10.2022 - Current

Senior Quality Analyst

Goldman Sachs
10.2021 - 09.2022

Senior Quality Auditor

Uber India Pvt Ltd
07.2019 - 09.2021

Quality Analyst

Wipro BPS
02.2018 - 01.2019

Business Process Associate

Accenture Solution Pvt Ltd
01.2017 - 01.2018

B.tech -

Apex Institute of Technology And Management
08.2012 -

M.tech -

ITER Institute of Technology And Management

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Khitisweri KrupayaQuality Analyst | SME | Digital Marketing | Scrum Master