Premalatha Gnanaprakash
Chennai
Summary
Dynamic Senior Quality Assurance professional with extensive experience at GAVS Technologies, renowned for driving exceptional customer experience and leading continuous improvement initiatives. Demonstrated expertise in internal auditing and fostering cross-functional collaboration has resulted in enhanced operational excellence and consistently high customer satisfaction scores. Recipient of 12 Star Performer Awards, reflecting a commitment to outstanding performance and quality assurance excellence.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Quality Assurance
GAVS Technologies
Chennai
03.2022 - 12.2024
- Supervised Application Development and Maintenance projects using Agile methodology.
- Conducted internal audits regularly to maintain project Agile compliance.
- Report deviations from quality standards promptly.
- Ensured all identified nonconformances during audits were thoroughly analyzed and closed.
- Analyzed audit reports to uncover process improvement opportunities.
- Conducting risk assessments, establishing risk criteria, risk analysis, risk evaluation, risk treatment, and recommending corrective actions.
- Reported directly to top management on organizational dashboards.
- Monitored team's performance metrics and improvement initiatives.
- Ensured high Customer Satisfaction scores consistently.
- Collaborated closely with senior leadership to enhance operational excellence.
- Experience in doing data analysis, trend analysis, process improvement, and client management.
- Prepare audit reports and escalate audit findings to the QA Manager and project teams.
- Recognized by management for providing exceptional customer service.
- Implemented cost-effective solutions to optimize expenses.
- Supported and guided colleagues to foster a collaborative work environment.
- Identified needs of customers promptly and efficiently.
Quality Analyst
HCL TECHNOLOGIES
Chennai
01.2018 - 03.2022
- Company Overview: FORD - IT Infrastructure management services offer the experience, talent and tools required to help you create, run and manage next generation IT Infrastructure
- Perform different types of audits, such as Call, Request, Chat, and Incidents.
- Delivered feedback to agents, resulting in their performance improvement.
- Compiled diverse data into scheduled reports for operations analysis.
- Recorded new process changes in the manual.
- Streamlined onboarding process through structured training programs.
- Ensured timely closure of OFIs by assigning tasks to respective leads.
- Monitored DSAT categorization each day, ensuring prompt follow-up actions.
- Handled CSAT process management with an emphasis on quality and customer satisfaction.
- Developed improvement strategies for identifying and addressing repeat offenders.
- Escalating critical audit findings to QA Manager and project teams.
- Reported directly to top management on organizational dashboards.
- Performed gap analysis, internal audits, and spot checks to ensure project compliance with processes.
Analyst
HCL TECHNOLOGIES
Chennai
01.2017 - 01.2018
- Company Overview: Apria Healthcare is a DME Supplier in UNITED STATES
- Worked in tandem with leads and quality analysts to meet SLA requirements.
- Monitored claim statuses for efficient payment recovery.
- Ensured resolution of patient accounts by addressing denial issues and coordinating with insurers.
- Managed communication with American insurers to resolve outstanding financial dues for healthcare providers.
- Consistently achieved client expectations with timely workflow completion.
- Operated within the DME supplier sector across United States.
Education
B.Tech - Information Technology
Anna University
Chennai04-2016
Higher Secondary -
Thamarai Higher Secondary School
Kodumudi03-2012
Skills
- Recipient Of 12 Star Performer Awards
- Customer Experience Management
- Performance Analysis
- Effective Communication
- Deadline Management Skills
- Continuous Improvement Initiatives
- Internal auditing
- Cross-Functional Collaboration
- Confident Oral Communication
- Task Management and Multitasking
Certification
Certified Scrum Master, Scrum Alliance
Accomplishments
- Co-created Quality Assurance plans, and executed them successfully
- Identified automation opportunities in infrastructure projects and implemented the automation in place, which results in saving 2 FTs per year
- I am the only Quality function that supports the team from a different location, but that was not an obstacle for me to be a successful team member
Languages
Tamil
First Language
English
Upper Intermediate (B2)
B2
German
Beginner
A1
Timeline
Senior Quality Assurance
GAVS Technologies
03.2022 - 12.2024
Quality Analyst
HCL TECHNOLOGIES
01.2018 - 03.2022
Analyst
HCL TECHNOLOGIES
01.2017 - 01.2018
B.Tech - Information Technology
Anna University
Higher Secondary -
Thamarai Higher Secondary School
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