KRUTIKA SHINDE
Bangalore
Summary
Seeking to leverage my experience and skills to contribute to a dynamic Organization committed to excellence and innovation in quality management.
Dedicated and results-driven professional with a proven track record in quality assurance and management across diverse industries. Demonstrated expertise in leading teams, implementing quality assurance processes, and driving performance improvement initiatives. Skilled in evaluating sales calls, and managing client relationships to ensure compliance, accuracy, and client satisfaction. Strong analytical thinker with excellent communication and problem-solving abilities. Adept at leveraging technology and industry knowledge to optimize processes and deliver measurable results.
Overview
9
9
years of professional experience
Work History
Assistant Quality Manager
Wakefit
Bangalore
08.2024 - 11.2025
- Managed a 20-member Quality Assurance team along with a Team Leader, ensuring consistent adherence to quality standards and performance benchmarks.
- Led vendor quality management for 3 external vendors, overseeing audits, compliance, and continuous improvement initiatives.
- Designed and implemented Quality KPIs, directly influencing team and vendor payouts based on performance and quality scores.
- Guided the QA team on process improvement plans, driving efficiency, accuracy, and service quality across operations.
- Collaborated with cross-functional teams (Operations, Training, Product) to improve agent-level performance through initiatives such as BQM, PIP, and performance coaching programs.
- Conducted Weekly Business Reviews (WBRs) and Monthly Business Reviews (MBRs) with vendors, including on-site visits, to monitor performance and drive quality improvements.
- Delivered training sessions on Excel, KPIs, quality frameworks, and best practices, strengthening analytical and quality capabilities within the team.
- Actively contributed to quality transformation projects, including:
Q2R (Query-to-Resolution) improvement, reducing resolution time and enhancing customer experience.
CSAT improvement initiatives, identifying root causes and implementing corrective actions.
Quality automation project, automating 10% of quality workflows, resulting in cost reduction and operational efficiency.
Assistant Quality Manager
Unacademy
Bangalore
04.2020 - 11.2022
- Led and managed a team of Quality Analysts at Unacademy, overseeing the evaluation process of sales calls to ensure adherence to quality standards.
- Developed and implemented quality assurance processes to enhance the effectiveness and efficiency of sales call evaluations.
- Provided regular feedback and coaching to sales staff based on the insights gathered from quality assessments, contributing to their professional development and performance improvement.
- Collaborated with cross-functional teams to identify areas for improvement in sales processes and communication strategies, driving overall sales performance.
- Conducted regular performance reviews and assessments to monitor the progress of the Quality Analyst team and implement corrective actions when necessary.
- Utilized data analysis and reporting tools to track key performance indicators and provide insights for strategic decision-making aimed at optimizing sales call effectiveness.
- Acted as a liaison between the Quality Analyst team and sales management, facilitating communication and alignment on quality standards and objectives.
- Implemented training programs and workshops to equip the Quality Analyst team with the necessary skills and knowledge to perform their roles effectively.
- Maintained up-to-date knowledge of product offerings, sales processes, and industry best practices to effectively evaluate sales calls and provide relevant feedback.
- Sorting Hat Technologies Pvt Ltd, Bangalore, Karnataka
Quality Assurance Analyst
Omega Healthcare Management Services
Bangalore
09.2016 - 10.2019
- Evaluated sales calls according to established quality criteria and provided detailed feedback to sales staff for performance improvement.
- Conducted comprehensive audits of medical/hospital billing cases to ensure accuracy, compliance with regulatory requirements, and adherence to client specifications.
- Reviewed and analyzed medical documentation, coding practices, and billing processes to identify errors, discrepancies, and areas for improvement.
- Provided detailed feedback and recommendations to Insurance Companies and team members to enhance billing accuracy and efficiency.
- Communicated effectively with US-based clients of Omega Healthcare Management Services to address inquiries, resolve issues, and ensure client satisfaction.
- Collaborated with internal stakeholders, including billing teams and client services departments, to implement corrective actions and process improvements based on audit findings.
- Developed and maintained audit protocols, checklists, and quality assurance procedures to standardize audit processes and ensure consistency in evaluation criteria.
- Participated in training sessions and workshops to enhance knowledge of medical billing regulations, coding guidelines, and industry best practices.
- Contributed to the development and implementation of quality assurance initiatives aimed at reducing claim denials, and improving revenue cycle management for clients.
- Utilized auditing software and tools to facilitate efficient and thorough reviews of billing documentation and electronic health records.
- Generated audit reports and metrics to track performance trends, identify root causes of billing errors, and measure the effectiveness of quality improvement efforts.
- Bangalore, Karnataka
Education
Bachelor in Engineering - Aeronautical Science
Achuta Institute of Technology
Bangalore07.2016
Skills
- Six Sigma Methodologies
- Time Management Proficiency
- Decision Making Abilities
- Customer Complaint Handling
- Attention to Detail
- Adaptability and Flexibility
- Organizational Skills
- Effective Communication
- Process Improvement Techniques
- Training and Development
- Problem Solving Aptitude
- Analytical Thinking
- Internal Auditing
- SOP Development
- Compliance Monitoring
- Technical Proficiency
- Industry Knowledge
Personal Information
Nationality: Indian
Languages
- Hindi
- Marathi
- Kannada
- English
Timeline
Assistant Quality Manager
Wakefit
08.2024 - 11.2025
Assistant Quality Manager
Unacademy
04.2020 - 11.2022
Quality Assurance Analyst
Omega Healthcare Management Services
09.2016 - 10.2019
Bachelor in Engineering - Aeronautical Science
Achuta Institute of Technology