SHWETHA GOWDA
Quality Analyst
BANGALORE
Summary
Quality Analyst with over 3 years of experience in ecommerce, Insurance and Process Improvement, expert in Auditing & Compliance and Data.
Overview
9
9
years of professional experience
5
5
Languages
Work History
MIS Executive
Flipkart
12.2024 - Current
- Insurance and claims management.
- Data reconciliation and preparation of dashboards to understand the financial recovery from the insurer.
- Refund activities – validation of reimbursement and BER cases.
- Responsible for the timely analysis of business data, filing, and following up on claims until settlement.
- Identified process gaps and implemented solutions to minimize them in insurance claim management.
Senior Quality Analyst & Trainer
Valuestream Business Solutions Pvt Ltd
05.2023 - 12.2024
- Joined as Senior Quality Analyst for outbound process. Client – HDFC Life Insurance.
- Conducted daily, weekly, and monthly audits of agent interactions to ensure adherence to company standards, policies, and regulatory guidelines and sharing quality reports to client.
- Recognized and awarded for the exceptional work within three months of joining.
- Identified and corrected critical errors, and reduced the team's fatal error rate.
- Audited an average of 530 calls per week, consistently maintaining a 98% accuracy rate in scoring.
- Developed, created training documents, and materialized the SOP in hard copies for future-proofing.
- Conducting call calibration, PKT test, dip check, call listening sessions, and refresher training.
- Responsible for training the newly hired batch, OUT, and certification.
Quality Analyst
Jeeves Consumer Service (Flipkart)
12.2021 - 04.2023
- Roles & Responsibilities Handled: Quality Analyst (December 2021 - April 2023)
- Highlighted process insights and gaps to optimize and better resolve the existing issues for both voice and non-voice processes.
- Worked on repeat and high AHT, and helped optimize.
- Call calibration and help partners with weekly feedback.
- Helped in preparing RCA's for the CEO and social media escalation cases.
- Shared insights on delay cases, and followed up with the SCM team.
- Utilized RCA tools, including the Fishbone diagram and Flowchart, to analyze repeat call drivers, providing insights that reduced customer escalation.
SME (Subject Matter Expert - IT Assistance) for Backend process
Jeeves Consumer Service (Flipkart)
07.2020 - 11.2021
- Trained agents on both voice and non-voice end-to-end call handling.
- Support and instruct agents with on-the-job training as well, until agent certification.
- Ensured seamless service and provided solutions.
- Handled end-to- end follow-up from initiating escalation to case closure. While keeping customers in confidence until case closure.
Customer Relation Executive
Jeeves Consumer Service (Flipkart)
08.2019 - 06.2020
- Received reward and recognition from the highest number of calls with least AHT with highest quality score.
- Handling escaltion emails.
Customer Support Executive
Aegis Limited
02.2017 - 05.2018
Education
Bachelor of Science - PCM
Institute of Basic And Vocational Education
Bengaluru, India 04.2001 -
PCMB
Department of Pre-University Education
Mandya, India 04.2001 -
Karnataka Secondary Education Examination Board
Kunigal, India 04.2001 -
Skills
Good knowledge of MS Office Suite (Advanced Excel) and Google Suite (Docs, Sheets, Forms, and Slides)
Timeline
MIS Executive
Flipkart
12.2024 - Current
Senior Quality Analyst & Trainer
Valuestream Business Solutions Pvt Ltd
05.2023 - 12.2024
Quality Analyst
Jeeves Consumer Service (Flipkart)
12.2021 - 04.2023
SME (Subject Matter Expert - IT Assistance) for Backend process
Jeeves Consumer Service (Flipkart)
07.2020 - 11.2021
Customer Relation Executive
Jeeves Consumer Service (Flipkart)
08.2019 - 06.2020
Customer Support Executive
Aegis Limited
02.2017 - 05.2018
Bachelor of Science - PCM
Institute of Basic And Vocational Education
04.2001 -
PCMB
Department of Pre-University Education
04.2001 -
Karnataka Secondary Education Examination Board
04.2001 -
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