Hi, I’m
Muralidhara A
Bengaluru
Summary
Results-driven Quality Manager with a proven track record of achieving compliance audits and increasing regulatory adherence by 20%. Proficient in leveraging Power BI and Google Data Studio to create dynamic dashboards for data analysis, enabling informed decision-making. Optimized resolution processes, reducing turnaround time by 25% and implementing Standard Operating Procedures (SOPs) that led to a 30% reduction in errors. Provides timely stakeholder feedback, resulting in a 15% performance enhancement. Analyzes Average Handling Time (AHT) to identify efficiency opportunities, leading to a 10% decrease in handling time. Skilled in delivering impactful soft skills training, boosting team performance by 20%. Expertise includes managing day-to-day operations, productivity reports, and updating KPIs.
Overview
6
years of professional experience
1
Certification
Work History
Refyne tech pvt ltd
Quality Manager
08.2022 - Current
Job overview
- Improved handling time by 10% through process enhancements
- Conducted and facilitated soft skill training sessions resulting in a 20% increase in team performance
- Developed process training modules, leading to a 15% productivity boost
- Analyzed customer satisfaction data, achieving a 25% increase in ratings
- Enhanced customer data accuracy and accessibility by 20% through meticulous data scrubbing for analysis
- Managed operations, shrinkage, and SLAs to ensure seamless workflow in the absence of ops head
- Designed and executed process changes, yielding a 15% increase in efficiency
- Collaborated with the programme team to streamline processes, resulting in improved customer support portal design
- Enhanced efficiency by conducting comprehensive orientations for incoming staff.
- Oversaw daily operations to consistently achieve SLA targets.
- Preparing the monthly manpower to meet the monthly targets of answer levels
- Publishing the monthly operations and quality reports
- Publish the monthly KPI reports to the agents
- Generated weekly updates, including CSAT and quality metrics for stakeholder review.
- Continuously enhance parameters for quality assessments.
Skit.ai
Quality Team lead
05.2022 - 07.2022
Job overview
- Achieved a 15% improvement in accuracy and efficiency by completing data annotation, resulting in enhanced results
- Evaluated intent tagging, entity tagging, and transcription to optimize user experience
- Provided valuable insights and guidelines to the ML team, leading to enhanced user experience
- Delivered regular feedback to drive continuous improvement in data annotators' performance
- Conducted compliance checks on critical updates, ensuring adherence to quality standards
- Identified improvement opportunities through weekly sessions with operations and training teams
- Designed and implemented a quality audit structure, elevating data annotation quality
- Ensured consistent quality and efficiency with standardized operating procedures (SOPs)
- Published valuable insights through interactive dashboards and reports on a weekly basis
- Optimized data annotators' efficiency through regular data scrubbing, increasing productivity
- Enhanced user experience through effective data scrubbing techniques, resulting in a 20% reduction in errors
- Improved the DA's product knowledge and enhanced the customer experience through targeted training and knowledge sharing initiatives
Flipkart
Quality Lead
11.2018 - 11.2021
Job overview
- Spearheaded the development and implementation of SOPs to streamline quality and process
- Updated knowledge bank resulting in a 15% improvement in agent productivity
- Enhanced seller experience, leading to a substantial 20% increase in satisfaction ratings
- Collaborated on initiatives that significantly improved customer satisfaction scores by 10%
- Conducted live audits to ensure rigorous quality compliance and process adherence
- Regularly upgraded quality benchmarks.
Education
silicon city college
B.B.A/ B.M.S from Management
01.2011
University Overview
GPA: Grade - Pass
Skills
- Google Sites
- Dashboard
- Development
- Google Data Studio
- Lean six sigma
- Data analysis
- Project management
- Business analysis
- Process improvement
- Data management
- Business intelligence
- Continuous improvement
Certification
- Google Data Studio
- Tally ERP.9
- Power BI
- Crisis Management Certificate
- Leadership & Management
- ECIL
- Lean Six Sigma AI Yellow Belt Certified
- Live Workshop on ChatGPT & AI Tools
Languages
English
Kannada
Telugu
Tamil
Hindi
Timeline
Quality Manager
Refyne tech pvt ltd
08.2022 - Current
Quality Team lead
Skit.ai
05.2022 - 07.2022
Quality Lead
Flipkart
11.2018 - 11.2021
silicon city college
B.B.A/ B.M.S from Management
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