OMPRAKASH NALLA
Hyderabad
Summary
Quality Assurance professional with 5+ years of experience supporting MNC, healthcare BPO, and compliance-driven operations. Proven expertise in leading quality audits, managing agent performance, analyzing defect trends, and driving continuous improvement initiatives. Strong background in HIPAA compliance, healthcare operations, and align quality outcomes with client SLAs and business goals.
Overview
7
7
years of professional experience
Work History
Quality Assurance Specialist
ReleasePoint Digital Pvt Ltd
Hyderabad
09.2024 - Current
- Conducted regular operational audits across diverse lines of business (LOBs), including specialized certification in Provider Validation and Copy Services, to ensure client compliance and process adherence.
- Managed the quality performance of 20+ employees and 3 team leaders by performing targeted complaint audits and analyzing performance reports to identify and reduce recurring errors.
- Generated and presented weekly summary QA reports to TL’s, highlighting key opportunities agent wise and actionable opportunities for improvement.
- Led quarterly Quality Assurance talks and prepared presentation decks to address common errors and foster a culture of continuous improvement, documenting all meetings for the record.
- Collaborated with Process Optimization and Training teams to streamline processes, reduce complexity for agents, and conduct nesting audits for new hires to ensure seamless and high-quality transition to operations.
Senior Process Associate
ReleasePoint Digital Pvt Ltd
Hyderabad
04.2023 - 08.2024
- Managed high-volume US healthcare medical record retrieval for long-term care, disability, and insurance claims, ensuring data accuracy through facility verification, and adherence to daily productivity and SLA targets.
- Ensured end-to-end compliance with HIPAA and internal policies by securely handling sensitive patient data, documenting request lifecycles using internal tracking systems, and coordinating with US hospitals via OMNIS Window and Cebod tools.
Analyst - Background screening
Verifacts Services Pvt Ltd
Hyderabad
08.2021 - 03.2023
- Managed comprehensive background screening processes, including the rapid verification of candidate-provided facts and the secure handling of confidential documents to ensure authenticity and prevent fraud.
- Collaborated with cross-functional teams to provide clients with timely updates on screening issues and to implement process changes in alignment with updated service level agreements (SLAs).
- Ensured strict compliance with data protection legislation, meticulously maintaining the integrity and confidentiality of sensitive information and upholding all departmental quality and productivity standards.
- Maintained accurate records of all actions and shared detailed screening reports with Client Account Managers within defined turnaround times (TATs)
Senior Process Associate
Wipro Ltd
Hyderabad
06.2019 - 06.2021
- Managed data review and policy enforcement for Google E-commerce merchants, ensuring strict adherence to Google standards and enhancing overall user experience.
- Conducted comprehensive reviews of landing pages and live links and handled a high volume of client email requests and customer complaints, consistently resolving issues within defined turnaround times (TAT).
- Identified and analyzed policy violations and enforced new policies to maintain a compliant and safe working environment.
- Maintained peak productivity across various workflows, consistently achieving daily targets while upholding all quality standards and regulatory guidelines.
Skills
- Quality Audits & Calibration
- Healthcare Operations (US Healthcare)
- QA Governance & Compliance
- HIPAA & Data Privacy
- Performance Metrics & Dashboards
- Team Coaching & Mentoring
- Process Optimization & SOP Improvement
- SLA / TAT Management
Disclaimer
I hereby declare all the details furnished in this resume are true to the best of my knowledge and belief.
Timeline
Quality Assurance Specialist
ReleasePoint Digital Pvt Ltd
09.2024 - Current
Senior Process Associate
ReleasePoint Digital Pvt Ltd
04.2023 - 08.2024
Analyst - Background screening
Verifacts Services Pvt Ltd
08.2021 - 03.2023
Senior Process Associate
Wipro Ltd
06.2019 - 06.2021