Muralidhara A
Bengaluru
Summary
As a results-oriented Quality Manager, I have a proven track record of achieving compliance audits, resulting in a 20% increase in adherence to regulations. I have developed interactive dashboards using Power BI & Google Data Studio, enabling data analysis and visualization for informed decision-making. I have streamlined resolution processes, reducing resolution time by 25% and implemented quality Standard Operating Procedures (SOPs), leading to a 30% reduction in errors. I have also provided timely feedback to stakeholders, resulting in a 15% improvement in overall performance. In addition, I have analyzed Average Handling Time (AHT) to identify efficiency opportunities, achieving a 10% decrease in handling time. My skills also include delivering impactful soft skill training modules, resulting in a 20% improvement in team performance.
Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills with a talent for effectively addressing concerns. Committed to improving customer satisfaction and driving positive outcomes.
Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Quality Manager
Refyne tech pvt ltd
08.2022 - 08.2025
- Designed the quality framework from scratch, establishing clear metrics and evaluation standards.
- Created issue and sub-issue type categories to accurately identify and resolve customer concerns.
- Developed email and chat templates to ensure consistent and efficient query handling.
- Achieved and maintained answer quality levels above benchmark standards, contributing to a 25% increase in customer satisfaction ratings.
- Reduced call handling time by 10% through process streamlining and IVR redesign.
- Delivered targeted soft skill training, boosting team performance by 20%.
- Developed and rolled out process training modules, driving a 15% increase in productivity.
- Analyzed customer satisfaction data and implemented enhancements, resulting in 15% higher operational efficiency.
- Conducted data scrubbing initiatives, improving customer data accuracy and accessibility by 20%.
- Conducted Process Knowledge Tests (PKTs) to enhance representatives’ process and product expertise.
- Designed and maintained Standard Operating Procedures (SOPs) for process consistency and compliance.
- Enhanced training modules to improve knowledge retention and application.
- Periodically developed audit forms and parameters to ensure quality and operational accuracy.
- Provided process and tool enhancement insights to optimize efficiency.
- Prepared weekly, monthly, and quarterly review decks for performance tracking and decision-making.
- Designed interactive dashboards to visualize KPIs and operational metrics for management.
- Analyzed data trends to identify areas for process improvement and efficiency.
- Trained and developed employees in effort to contribute to overall professional growth.
- Developed and implemented quality management systems to ensure compliance with customer requirements.
- Monitored performance metrics to identify trends and areas for improvement in quality.
- Maintained documentation for quality management systems and regulatory compliance requirements.
- Provided leadership in developing best practices for continuous improvement initiatives across all departments.
- Developed and implemented training programs for new hires in customer service protocols.
- Monitored customer feedback to identify areas for service improvement.
- Fostered a positive team environment through regular communication and support initiatives.
- Provided exceptional customer service to ensure customer satisfaction.
Quality Team lead
Skit.ai
11.2018 - 11.2021
- Designed the quality framework from scratch, establishing a robust foundation for operational excellence.
- Completed data annotation with high accuracy, improving efficiency and delivering enhanced results.
- Evaluated intent tagging, entity tagging, and transcription processes to optimize user experience.
- Provided actionable insights and guidelines to the ML team, leading to measurable UX improvements.
- Delivered regular performance feedback to data annotators, driving continuous improvement.
- Conducted compliance checks on critical updates to ensure adherence to quality standards.
- Identified process improvement opportunities through weekly sessions with operations and training teams.
- Designed and implemented a quality audit structure, significantly improving data annotation quality.
- Developed and maintained standardized operating procedures (SOPs) to ensure consistent quality and efficiency.
- Published interactive dashboards and reports on a daily, weekly, and monthly basis for performance visibility.
- Increased data annotators’ productivity through regular data scrubbing and process optimization.
- Enhanced user experience through effective data accuracy and data hygiene initiatives.
- Conducted regular audits to assess process efficiency and adherence to guidelines.
- Developed training materials for quality processes and team onboarding sessions.
- Implemented feedback loops to enhance product quality based on customer insights.
- Facilitated continuous improvement workshops to foster a culture of quality excellence.
Quality Lead
Flipkart
04.2016 - 11.2018
- Developed and implemented SOP's for quality and process.
- Updated knowledge bank for 15% agent productivity improvement.
- Enhanced seller experience for 20% increase in satisfaction ratings.
- Collaborated for 10% improvement in customer satisfaction scores.
- Conducted live audits for quality compliance.
Quality Analyst
Teleperformance (TP)
10.2014 - 04.2016
- Executed audits and provided constructive feedback to the representatives.
- Conducted Product Knowledge Training (PKT) sessions to enhance product knowledge and soft skills of the reps.
- Shared valuable insights on process to improve overall performance.
- Enhanced sales processes based on Root Cause Analyses (RCAs) to drive efficiency and productivity.
Quality Specialist
Startek (Aegis Customer Support Services Pvt. Ltd.)
08.2011 - 09.2014
- Conducted regular audits and provided constructive feedback to the customer support representatives.
- Facilitated bi-weekly calibrations with the training and operations team to ensure consistent service quality.
- Developed and designed standard operating procedures (SOPs) to streamline support processes.
- Utilized CSAT analysis to derive process insights and recommendations for the client, resulting in improved customer satisfaction metrics.
- Identified root causes for dissatisfied (DSAT) calls and implemented corrective measures to reduce their occurrences.
Senior CSR Executive
Genisys Information Systems
- Efficiently managed incoming calls and effectively communicated information to clients.
- Handled escalated calls with professionalism and resolved issues to ensure customer satisfaction.
- Provided assistance to the team on the floor as and when required.
- Conducted audits on calls and emails to maintain quality standards.
- Identified root causes for escalations and implemented corrective actions.
- Took on the role of Acting Team Leader, overseeing day-to-day operations.
- Facilitated training for new batches during the On-the-Job Training (OJT) period.
Education
B.B.A/ B.M.S -
silicon city college
Skills
- Google Sites
- Google Data Studio
- Lean six sigma
- Data analysis
- Project management
- Business analysis
- Quality assurance
- Machine learning
- Process improvement
- Data management
- Business intelligence
- Continuous improvement
- Quality management
- Standard operating procedures
- Effective communication
- Attention to detail
- Quality processes
- Failure mode and effects analysis
- Operational excellence
- SOP development
- Performance monitoring
- Statistical process control
- Operational improvements
Certification
- Marketing Mix
- 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
- Hindi
- Kannada
- Telugu
- Tamil
Personal Information
Total Experience: 15 Years 0 Month
Timeline
Quality Manager
Refyne tech pvt ltd
08.2022 - 08.2025
Quality Team lead
Skit.ai
11.2018 - 11.2021
Quality Lead
Flipkart
04.2016 - 11.2018
Quality Analyst
Teleperformance (TP)
10.2014 - 04.2016
Quality Specialist
Startek (Aegis Customer Support Services Pvt. Ltd.)
08.2011 - 09.2014
Senior CSR Executive
Genisys Information Systems
B.B.A/ B.M.S -
silicon city college