Kuravi Sneha Saranya

● As a Technical Voice Support Associate, I was involved in assisting the customers from US to resolve the technical issues over various products of Royal.

● As a Quality Analysis Specialist for Cox, associated in guiding and coaching the associates

working onshore and developing updates required for better

understanding, communication with the customers.

● As an Independent Quality Auditor for Google process along with auditing, also have been creating the framework for standardizing quality analysis done by first level QA’s across various sites and as well as working towards the change in existing policies.

● Handling a team of 12 QA’s and being responsible for their daily audit performance.

● Ensure customer issues are addressed/fixed without process deviations.

● Participating in client update meetings and knowledge base management sessions. Analyze, collate and prepare daily, weekly and monthly business insights.

● Responsible for people and performance management (performance rating, Coaching and Feedback, Identify Training Need)

● Associated in preparation of MBR/QBR slides

● As a Sr. Quality auditor in Tech Mahindra for an Australian telecommunications process i am involved in auditing the calls and driving through the metrics like FCR and online Survey as well as performing deep analysis check for maintaining the AHT.

● Along with driving the quality performance metrics also responsible for the cross-audit variance for QA’s aligned to my span with the client.

● Analyzing and providing the required defect metrics for the top call drivers for team wise on bi-weekly basis.

● In Deloitte as a Quality Analyst for IT service desk primarily and reporting analyst for Finance, Central booking and HR service desks, have been responsible to analyze the quality and well as improving the technical abilities.

· Analyze/audits service incident data, emails, webchat interactions and voice clips.

· Customer surveys are analyzed to identify areas of service delivery that did not meet pre-established performance standard within the IT service desk team.

· Structured and timely recommendation; verbal and written feedback to IT service desk management team and the team members.

· Trend analysis is created to check if the SLA’s are met and for the prediction analysis.

· Yammer management and well as Spoc for the complaints and compliments for all the desks in Deloitte.

· Acceptance criteria administration

· Training tracker administration and new starter induction planning.

· Base minimum score card completion for management team.

· Responsible for the QA certifications.

● In Deloitte as a Senior Analyst for IT service desk for EMEA, APAC regions and US technology team, have been responsible to train, delegate and improve the service continually.

· Transition management.

· Bilingual Support management for French and English support for Canadian teams.

· Setting Quality standards and Managing Quality process for pilot processes.

· Performance management for the analysts and new joiner-QA’s.

· Responsible for maintaining KPI’s and scorecard on monthly basis for the team.

● In Deloitte as an Assistant manager for WPE team in EMEA, APAC regions, responsible for managing various stakeholders and maintaining a knowledge base for supporting internal/external & 3rd party users across India & UK Member firm to ensure the SLA & other deliverables are met as a team on daily basis.

• Developing individuals in the team for consistent performance while also focusing on the career progression of the team members in GCC.

• Manage a team of 30 team members and responsible for team’s knowledge, operations & Quality.

• Responsible for knowledge management, people management, process management & resource planning

• MBR, WBR reviews with a strategic connect with the leadership.

• Client & stakeholder management.

• Ownership of service recovery situations and BCM.

• Partnering across the India & UK stakeholders, clients, IT support and closely work with key business owners to identify actionable insights while working to implement solutions geared towards providing expected process deliverables in alignment with business goals with continuous improvement.
• Core member of GCC initiatives - SAKHI and conceptualized GCC Carnival