N Sai Krishna
Hyderabad
Summary
Accomplished professional with expertise in quality management and team leadership, honed at HDFC Bank Limited. Proven track record in enhancing customer satisfaction and implementing process improvements. Skilled in banking and e-commerce, with a focus on achieving results through strategic sales and customer relationship management. Adept at driving quality assurance and compliance initiatives.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Quality Manager
HDFC Bank Limited
Hyderabad
04.2024 - Current
- Developed quality management systems for banking operations and compliance.
- Conducted regular audits to ensure adherence to regulatory standards.
- Collaborated with teams to implement process improvement initiatives.
- Trained staff on quality assurance protocols and best practices.
- Analyzed customer feedback to identify service improvement areas.
- Identified root causes for defects by analyzing statistical data from test results, customer feedback and other sources.
- Analyzed customer feedback data to identify potential areas of improvement within the product life cycle process.
- Implemented quality control measures to uphold company standards.
Assistant Manager Operations (RBL Banking Process)
Teleperformance
Hyderabad
01.2022 - 03.2024
- Developing and implementing methods to create, track, measure, and communicate processes and systems.
- Monitor the process performance on a day-to-day basis, define corrective and preventive actions, and identify improvement opportunities.
- Maintaining the service level on the floor.
- Currently managing a site with over 150 headcount.
- Provide R2R transaction processing, and ensure delivery of quality in terms of accuracy, completeness, and timeliness daily.
- Conducting reviews for team leaders weekly.
- Conducting interviews for the new hires.
- Ensuring the KPIs need to be met on a daily basis.
- Attending to the queries raised by the stakeholders, and resolving them in a timely and proactive manner.
Team Leader (Quality)(Flipkart – Ecommerce)
Teleperformance
Bangalore
08.2020 - 01.2022
- Managing a team of 30 or more QAs.
- Aligning the monthly inventory to perform audits.
- Ensuring that daily, weekly, and monthly targets are met.
- Preparing and publishing dashboards, productivity trackers, and other business reports.
- Performing ATA for QAs, and sharing the feedback on a real-time basis.
- Attending weekly and monthly reviews.
- Coaching the team members to develop their skills.
- Working on the RCA raised by HR and Ops.
- Conducting calibrations with Ops, Training, and clients.
Quality Analyst (Axis Bank)
Q-Connect Business Support Services
Hyderabad
11.2019 - 06.2020
- Auditing and shared feedback on a daily basis.
- Working on RCAs on a daily basis.
- Auditing both BAU/non-BAU audits, along with the OJT certification audits.
- Conducting refresher training on a weekly basis.
- Conducting and attending calibrations every month.
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
Claims Quality/Audit Rep (Off Shore)
OPTUM Global Solutions (UnitedHealth Group)
01.2016 - 01.2019
- Ensure to comply with all the quality parameters at any point of time in the organization.
- Liaison with other departments to ensure quality standards are met and provide suggestions for improvement of quality.
- Conduct an inspection of the work processes and other related aspects once a month and submit the quality audit report to higher management.
- Prepare quality audit reports and review them at periodic intervals to track the progress after the audit.
- Update the quality assurance policy of the organization by introducing changes according to the International Quality policy regulations.
- Maintaining the Production tracker/ Exception tracker and sharing with the team.
- Collecting the calls like good calls/bad calls for the Call library.
- Conducting/ attending calibrations every month.
- Sharing the process updates and necessary changes with the team and onshore as well.
Customer Service Representative
TATA Business Services and Support
Hyderabad
10.2013 - 06.2016
- Assisted customers with inquiries and resolved issues effectively.
- Provided product information and guidance to enhance customer satisfaction.
- Documented customer interactions in the CRM system for tracking purposes.
- Answered customer inquiries and provided accurate information regarding products and services.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Quality Associate (Service Excellence Coach)
Tata Business Support Services
01.2013 - 01.2016
- Auditing the transactions of both voice and non-voice processes, and sharing feedback with the TSAs.
- Working with the Ops and Training team, and taking responsibility for offering the customers the highest functional quality services.
- Identify the knowledge gaps, process gaps, and language gaps, and ensure documentation of the workflow process as per ISO.
- Calibration with OPS, Training, and Clients.
- Monitor reports and analyze trends to provide inputs for increasing productivity in the shifts.
- Resolve escalations arising out of feedback given by QEs and TLs in a manner that is convincing and amicable.
- Working on root cause analysis and an ending report to management.
- Identifying the training requirements of each team member and providing for the same in the appraisal sheets.
- Worked as a Customer Service Associate (escalation and tech support).
- Identify, research, and resolve customer issues using the computer system.
- Following SOP (Standard Operating Procedure) on all calls.
- Solving and handling customers' queries with regard to various types of issues.
- Escalating the concerns raised by the customer and highlighting them to the client.
- Upsell products and services.
- Following the call-handling guidelines, as per the process.
- Research on billing issues.
Education
PG - MBA - HR/Finance
01.2016
B.Com -
01.2013
Skills
- Banking (liability, credit cards, insurance, loans)
- E-commerce
- Quality management
- Medical and insurance
- Digital broadcasting
- Inbound and outbound calling
- Quality assurance controls
- Sales strategy
- Customer relationship management
- Team leadership
Certification
• Lean Six Sigma (FromTP)
• 1. White Belt
• 2. Yellow Belt (Voice Series)
• 1. White Belt
• 2. Yellow Belt (Voice Series)
Languages Known
Hindi, English & Telugu
Projects
Supported as Trainer/Quality for “WINBACK” Process., NPS project – Certified on Soft skills by the Onshore team.
Accomplishments
- 4 WOW Awards – in 2014
- Star of the Month – 2014
- WOW Award – 2015
- Venus Award – 2017
- Star of the Month – 2018
- Star of the Month – 2019
- Best QA – 2020
- Best QTL of the Month – 2021
DECLARATION
I hereby declare that all the above-stated information is true to the best of my knowledge and belief. PLACE: Hyderabad DATE : (N.SAI KRISHNA)
Extra Initiatives
- Creating a monthly dashboard and sharing it with higher management (based on Quality Audits)
- Sending required audit data to the client (RCAs/Escalations)
- Worked on CSAT data and analysed on root cause of it.
- Experience in training new auditors for process
- Worked as an SME of 24 auditors in TBSS.
- Experience in maintaining the exception tracker on Weekly and monthly.
- Sharing audit status with auditors to ensure reach teams target and the given task on time.
Timeline
Quality Manager
HDFC Bank Limited
04.2024 - Current
Assistant Manager Operations (RBL Banking Process)
Teleperformance
01.2022 - 03.2024
Team Leader (Quality)(Flipkart – Ecommerce)
Teleperformance
08.2020 - 01.2022
Quality Analyst (Axis Bank)
Q-Connect Business Support Services
11.2019 - 06.2020
Claims Quality/Audit Rep (Off Shore)
OPTUM Global Solutions (UnitedHealth Group)
01.2016 - 01.2019
Customer Service Representative
TATA Business Services and Support
10.2013 - 06.2016
Quality Associate (Service Excellence Coach)
Tata Business Support Services
01.2013 - 01.2016