Summary
Overview
Work History
Education
Skills
Work Availability
Certification
Timeline
OfficeManager

Naveen Sangu

Quality Lead
Hyderabad,TG

Summary

Experienced professional with a demonstrated history of working in the Telecom, GIS, F&A and IT SD domain. Skilled in Service Delivery, Operations Management, Quality Management, Continuous Improvement, Team Management, Technical Support, Customer Satisfaction, ITIL, Continuous Improvement and Lean Six Sigma.

Overview

1
1
Certification
5
5
years of post-secondary education
7
7
years of professional experience

Work History

Quality Lead

Infosys BPM Ltd
Hyderabad, Telangana
02.2020 - Current
  • Managed a team of QAs to implement Quality framework that can ensure process performance & maintain standards
  • Transition F&A project on Quality front by understanding the requirements of Client and providing the enhancement in the Quality framework to ensure SLA adherence and end user satisfaction
  • Perform process capability analysis to understand the Accuracy and Volume trend and provide insights which would help in meeting the SLAs and improve process performance
  • Perform SOP/KBA audit to ensure process documents are relevant and utilized by frontline analyst
  • Knowledge & Update management – Ensured process updates are tracked and maintained for effectively processing of the transactions without any Quality errors
  • Customer compliant management – Investigate the complaint by performing root cause analysis through 5 Why/Fish bone method and implement the correction and corrective action
  • Initiate Calibration sessions with Client and Internal stakeholders along with training team
  • Interacting with clients on regular basis in improving and providing best in class customer service
  • Implementing WPEP (Weekly Performance Enhancement Plan) and provide effective feedback
  • Published weekly & Monthly Quality Score trends through presentations & dashboards
  • Maintained bottom quartile for the analysts trending below set targets and show improvement in their transaction handling skills/scores and validate the same month on month basis
  • Reassessed quality control measures at systemic level to proactively identify non-conformances
  • Advised and led process improvement team with deliberation, leadership and strategic planning
  • Governance of documented control information process
  • Active participation in ISO/QMS/SOW/ISMS audits
  • Document control and update with the central repository
  • Conducting Training Sessions & Knowledge Reference Model

Sr. Quality Analyst

Tech Mahindra
Hyderabad, Telangana
02.2018 - 02.2020
  • Presented the Quality business metrics in weekly & monthly Business review meetings with management & clients
  • Collaborated with management to provide training on improved processes and assist with refresher of quality training
  • Used Microsoft Office products to create presentations, flowcharts and graphs to prepare for various meetings to represent
  • Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity
  • Performed root cause analysis through 5 Why & Fish bone methods
  • Initiated Calibration sessions for all source of transactions along with operations, Communications and training team along with SME & associates
  • Maintained bottom quartile depending on the associate’s performance and show improvement trend
  • Created/update the process related documents like Delivery Plan/Project Plan/Quality Manual/Skill Matrix
  • Perform SLA breach/DSAT analysis and come up with Corrective & Preventive action plans
  • Publish Quality reports, SLA breach report, KB utilization report, Survey report and ensure all operational SLA/KPIs are met
  • Represented engagement from Quality team in internal SOW/QMS/ISMS & ISO audits respectively
  • Provided regular updates to team leadership on quality metrics, communicating Accuracy of the production numbers
  • Developed monthly, end-of-quarter reports, including analysis for leadership team and for quality improvement programs
  • Created and revised procedures, checklists and job aids to reduce repeated error contributors

Quality Analyst

Knoah Solutions
Hyderabad, Telangana
06.2014 - 11.2017
  • Evaluate chats and facilitate L1 and L2 coaching and constructive feedback to the respective associates to work on the area of opportunities
  • Conduct Quality orientation sessions & refresher for new hire batches to drive and improve the quality of the transaction
  • Initiated Joint Transaction Monitoring and calibrations with client, Internal teams and associates
  • Remote auditing & Side barging agents chat to provide precise feedback and document the same on audit tools
  • Worked with 30 to 35 agents from different teams & showed improvement in VOC & Issue Resolution
  • Update agents, Team Leads & Managers of the improvement trends using various pictorial presentations regards to improvements in VOC & Issue Resolution
  • Evaluate chats and facilitate L1 and L2 coaching and feedback to the respective associates to work on the area of opportunities
  • Conduct Quality orientation sessions & refresher for new hire batches to drive and improve the quality of the transaction
  • Initiate Joint Transaction Monitoring and calibrations with client, Internal teams and associates
  • Provided regular updates to team leadership on quality metrics, through weekly report, periodic dashboard reports and prepare presentation on activities, show improvement/opportunity trend using Pareto Charts and Histograms
  • Lead the new hire batches during Simulation and Nesting period and drive VOC, Issue Resolution and orient on Quality guidelines to provide best customer experience

Education

Bachelor of Science - Computer Science

Netaji Subhash Chandra Bose College
Nanded
07.2010 - 04.2015

Skills

Quality Management

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Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification

Six Sigma Green Belt

Timeline

Quality Lead

Infosys BPM Ltd
02.2020 - Current

Sr. Quality Analyst

Tech Mahindra
02.2018 - 02.2020

Six Sigma Green Belt

09-2015

Quality Analyst

Knoah Solutions
06.2014 - 11.2017

Bachelor of Science - Computer Science

Netaji Subhash Chandra Bose College
07.2010 - 04.2015

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Naveen SanguQuality Lead