Lukitha D N
Bengaluru
Summary
Results-driven Quality Control Analyst with expertise in quality audits, SOP development, and root cause analysis. Committed to enhancing client success through continuous process improvements and effective collaboration.
Overview
1
1
Certificate
4
4
years of professional experience
Work History
Quality Control Analyst
Starmark Software
Bangalore
01.2023 - 03.2024
- Conducted quality audits to ensure adherence to organizational regulations and standards.
- Develop and implement quality assurance processes and procedures to enhance clients' success operations.
- Conducted root cause analysis on customer complaints, identified trends, and implemented corrective actions to enhance service quality.
- Analyze customer interactions (calls, emails, chat transcripts) and provide actionable feedback to improve performance.
- Monitor and evaluate customer service metrics, driving continuous improvement in call handling, first-call resolution, and customer satisfaction.
- Collaborate with cross-functional teams to develop training materials and ensure adherence to quality standards.
- Collaborate with the Manager and analysts to analyses behaviors and patterns affecting client care.
- Maintained accurate documentation of quality audits and findings, delivering reports to management and stakeholders to inform decision-making.
- Coordinate calibration sessions and training initiatives to address knowledge gaps within the customer service team.
- Conducted 50+ quality audits monthly, improving compliance accuracy and customer satisfaction metrics.
Quality Analyst
DXC Technology
Bangalore
08.2022 - 12.2022
- Conducted internal audits to evaluate adherence to quality protocols and regulations.
- Performed root cause analysis on non-conforming materials to identify problems and corrective action plans.
- Investigated customer complaints about faulty products to identify root causes and inform corrective actions.
- Collaborated with production teams to resolve quality concerns and implement process improvements.
- Assisted in developing standard operating procedures for quality control processes.
- Documented findings and reported discrepancies to management for further action.
- Reviewed, analyzed and documented data related to quality assurance processes.
- Trained new staff on quality control practices and safety procedures effectively.
- Participated in regular meetings with management team members discussing progress towards achieving company objectives related to product excellence.
Subject Matter Expert
DXC Technology
Bangalore
10.2021 - 08.2022
- Collaborated with cross-functional teams to resolve client-specific technical inquiries, enhancing client satisfaction.
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
- Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Provided one-on-one support for team members and managers, fostering a culture of continuous improvement.
- Compiled and submitted reports on industry trends, informing managers' business planning decisions.
Senior Technical Support Representative
DXC Technology
Bangalore
07.2020 - 10.2021
- Provided technical support and troubleshooting assistance to customers via phone, email, and chat.
- Diagnosed and resolved customer inquiries via phone and email.
- Leveraged ticketing systems to effectively track and prioritize customer requests.
- Monitored incoming requests, prioritizing tasks by urgency to ensure timely support.
- Partnered with departments to resolve escalated customer complaints, enhancing resolution speed.
Technical Support Representative
UNISYS
Bengaluru
12.2019 - 01.2020
- Resolved customer inquiries through phone and email communication.
- Troubleshot customer inquiries related to software and hardware issues.
- Delivered remote assistance for technical issues using screen sharing and control tools, ensuring timely and effective solutions.
- Used remote login tools to assist clients with technical and product questions.
- Collaborated with team members to troubleshoot and resolve complex technical issues, enhancing overall team efficiency.
- Followed up on unresolved tickets to confirm resolution and improve customer satisfaction.
- Documented customer interactions in the support ticket system.
Education
B.E. - Electronics And Communications Engineering
Basaveshwar Engineering College
Bagalkot05-2019
Skills
- Quality improvement
- Quality audits
- SOP development
- Root cause analysis
- Risk assessment
- Lean six sigma
- Team collaboration
- Quality assurance
- Customer satisfaction improvement
- Technical Support
Languages
English
Upper Intermediate (B2)
B2
Kannada
Native
Native
Hindi
Elementary (A2)
A2
Accomplishments
- DXC Collaborators Award
- DXC Champs Award (2)
- DXC Best Team Player
- DXC Bright Beginner
- Starmark Raising Star Award
- Starmark Shining Star Award
- Starmark Silver Star Award (2)
Certification
- Certified Kaizen Champion
- Lead Multiple Kaizen Improvements
- AI tools Workshop by Be10x
- Excel with AI Workshop under Certified AI Career Accelerator – Inner Circle program
Timeline
Quality Control Analyst
Starmark Software
01.2023 - 03.2024
Quality Analyst
DXC Technology
08.2022 - 12.2022
Subject Matter Expert
DXC Technology
10.2021 - 08.2022
Senior Technical Support Representative
DXC Technology
07.2020 - 10.2021
Technical Support Representative
UNISYS
12.2019 - 01.2020
B.E. - Electronics And Communications Engineering
Basaveshwar Engineering College