Risha Rajlaxmi Hazarika
Quality Assurance Analyst
Summary
Dynamic Quality Assurance Analyst with over 10 years of experience, including a proven track record at DXC Technology, delivering excellence for clients such as Prudential, Microsoft, and AT&T. Skilled in root-cause analysis, performance evaluation, and Lean methodologies, consistently driving continuous improvement and operational efficiency. Also served as a Technical Trainer at Microsoft, fostering collaboration and team success through effective knowledge sharing and process optimization.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Quality Assurance Analyst
DXC Technology
02.2023 - Current
- Performing monitoring of 1/1.5/2.5 Technical Engineers interaction through different mediums call/ chat/ email, providing written feedback to agents on the observations and reporting to leadership team regarding performance results.
- Streamlined client processes for increased efficiency and reduced time spent on redundant tasks with VSM activities.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of quality goals.
- Operated under Agile and Scrum frameworks to complete releases and well-organized sprints.
- Excellent MS Excel and MS Power point knowledge.
- Understood customer service requirements and demonstrated responsibility for client satisfaction with 97 percent exceptions. Improved resource competence and customer sentiment awareness.
- Demonstrated VSM activities, Lean/ Kaizen Project Management activities, Kaizen trainer.
- Establishing actions plans for enhancement of performance metrics by sharing audit observations.
Daily follow ups in dissatisfied Customer Surveys and perform DSAT/ Escalation analysis.
Delivery of refresher trainings, feedbacks, calibrations, huddles, UAT and perform complaints/compliments management tracker.
Technical Trainer
DXC Technology
05.2022 - 05.2023
- Onsite training in Technical processes in Microsoft Client of new joiners using standard curriculum Train and coach new hires for user acceptance (Operations s Client) via UAT. Maintain progress data of learners and analyze.
- Innovative and flexible in adopting an approach to maximize learning productwise in all mediums.
- Responsible for maintaining the overall performance of new hires (all metrics) in UAT.
- Conduct process knowledge checks and maintain progress data.
Technical Support Engineer
DXC Technology
05.2020 - 05.2022
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
- Mentored junior members of the team on best practices in issue resolution techniques productwise.
- Researching, diagnosing, troubleshooting and identifying solutions to resolve system issues and/or refer to more complex technical problems through a defined escalation process. Follow upwith MS Client Users to ensure that their inquiries are resolved within the contracted or agreed-upon time frame.
Call Executive VOE
Hexaware Technologies
11.2018 - 02.2020
- Made outbound calls to collect information and verify applicant employment and academic enrollment checking over client specific instructions made for company standards.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
Transaction Process Associate
Accenture
11.2015 - 11.2017
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments in Pre Purchased Audits of Banking Operations as underwriter.
- Review and ensure document requirements are met to improve the compliance.
- Participated in regular team meetings, contributing valuable insights toward process enhancements. Supporting client-based projects in CIP.
- Adhered to all deadlines, managing time effectively to complete tasks within designated timeframes.
Marketing Executive
Arjun Chemicals
05.2011 - 05.2012
- Analyzed market trends to identify new opportunities for growth, driving the expansion into untapped markets.
- As Market Coordinator and maintaining Budget file and compiling the monthly, quarterly and annual projection received from different regions. To compile all the Technical information's Trial Results, Product performance, Technical problem faced by customers.
- Lab and Plant trial in Indian Paper Mills TNPL (Tamil Nadu), HNL (Kerala), Servalakshmi (Tirunelveli, TN) s Mysore Paper Mill (Karnataka) for various paper sizing chemicals.
Education
B.Tech - Chemical Engineering
Sathyabama University
04.2001 -
XII - AISSCE (Science)
Kendriya Vidyalaya
Nagaon 04.2001 -
Xth - AISSE
Kendriya Vidyalaya
Nagaon 04.2001 -
Skills
Quality assurance
Root-cause analysis
Lean and Kaizen
VSM
Collboration
Performance and Evaluation
Accomplishments
DXC Recognitions:
Champ Award, Knowledge Sharing and Mentorship Award.
Completion of training hours in Udemy:
YB-LSS, LSS-GB, 7 QC tool, ISO_9001_2015, Kaizen, PMP,Scrum, Agile.
Hobbies
Travel, Social Events, Reading.
Timeline
Quality Assurance Analyst
DXC Technology
02.2023 - Current
Technical Trainer
DXC Technology
05.2022 - 05.2023
Technical Support Engineer
DXC Technology
05.2020 - 05.2022
Call Executive VOE
Hexaware Technologies
11.2018 - 02.2020
Transaction Process Associate
Accenture
11.2015 - 11.2017
Marketing Executive
Arjun Chemicals
05.2011 - 05.2012
B.Tech - Chemical Engineering
Sathyabama University
04.2001 -
XII - AISSCE (Science)
Kendriya Vidyalaya
04.2001 -
Xth - AISSE
Kendriya Vidyalaya
04.2001 -
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