Chess, Badminton, Reading, Crosswords, Puzzles
Roopa Gupta
Senior Process Quality Analyst
Dombivli east,MH
Summary
Results-driven Senior Process Quality Analyst with over 9 years of experience in the IT services and BPO sector, specializing in quality assurance, ITIL processes, and data analysis using Power BI. Expertise in enhancing operational efficiency through process improvement initiatives, leading impactful training sessions, and providing comprehensive reporting that drives strategic decision-making. A strong background in client relationship management complements a robust portfolio of certifications in Quality Management (ITIL, AIGPE), Business Analysis, Data Visualization (Power BI), and Digital Technologies (Azure, AI, RPA). Committed to leveraging analytical skills and industry knowledge to foster continuous improvement and deliver exceptional value to stakeholders.
Overview
10
10
years of professional experience
3
3
Languages
Work History
Senior Process Quality Analyst
TATA CONSULTANCY SERVICE
10.2017 - Current
- Quality Assurance & Testing: Conducted functional, manual, and user acceptance testing (UAT) for TCS BaNCS and Nexidia applications within Agile/Scrum frameworks, ensuring adherence to specifications, and enhancing overall software quality prior to release. Owned and managed the quarterly and yearly User Access Review (UAR) process within OnBase application, coordinating with application owners to validate access rights, which reduced unauthorized access risks.
- Incident and Request Management: Managed the full lifecycle of incidents, alerts, PRBs, changes, and service requests using JIRA and ServiceNow (SNOW), enforcing strict ITIL-based ticket hygiene protocols, which improved tracking efficiency and reduced resolution times.
- Data Analysis & Reporting: Automated and streamlined management reporting by developing interactive Power BI dashboards for key performance indicators (KPIs) like Mean Time to Resolution (MTTR) and P3 Incident Pareto analysis, enabling data-driven decision-making for leadership.
- Process Improvement & Root Cause Analysis: Identified process inefficiencies and conducted thorough root cause analyses on recurring defects, leading to the implementation of effective corrective actions that streamlined operations and increased team productivity.
- Training and Development: Designed and delivered comprehensive refresher training sessions on ITIL standards, SRE principles, and ticket management protocols, improving overall team performance, compliance, and knowledge base.
- Client and Vendor Management: Served as the primary point of contact for client reporting and monthly vendor feedback as a Reconciliation and Inventory Specialist, receiving formal client appreciation for accuracy and exceptional support.
- Documentation & Compliance: Developed and maintained robust quality assurance documentation, including procedures, checklists, defect databases, and job aids, reducing errors and ensuring adherence to established quality standards.
Officer-Process Quality-I
MPHASIS LIMITED
03.2016 - 09.2017
- Quality Monitoring & Assurance: Monitored and evaluated 100% of assigned inbound and outbound calls to ensure strict adherence to quality standards, regulatory compliance, and script accuracy, directly improving key performance metrics.
- Training & Development: Conducted regular process refresher training sessions and provided constructive, one-on-one coaching to agents, which drove measurable performance improvement, and enhanced overall team quality scores.
- Process Audit & Customer Escalation: Performed rigorous quality audits on process documentation, and effectively resolved complex, escalated customer queries, maintaining a high level of customer satisfaction and first-contact resolution.
- Reporting and Analysis: Compiled, analyzed, and submitted daily, weekly, and monthly quality and performance reports to management, utilizing data-driven insights to inform strategic planning and operational decision-making.
- Stakeholder Engagement & Collaboration: Established and maintained effective relationships with key internal and external stakeholders, fostering increased collaboration, and streamlining communication channels.
- Leadership & Mentoring: Mentored junior staff members and new officers, providing guidance and support to foster their professional development, career progression, and overall skill enhancement.
- Process Improvement: Implemented key process improvements that identified and eliminated redundancies, streamlined workflows, and significantly increased operational efficiency within the team.
- Team Coordination: Coordinated cross-functional teams to address and resolve complex operational issues, leading to more efficient problem-solving processes, and enhanced inter-departmental cooperation.
Education
Bachelor of Science - Mathematics
Mumbai University
Mumbai, India 04.2001 -
Skills
Quality & Process Tools: JIRA, ServiceNow, Power BI, Putty
Accomplishments
- Created Power Bi Dashboards as per the LoB requirements to automate the Daily/Weekly reports which reduced the overall 180 hours of manual work.
- Created Power Bi dashboard for MTTR tracking using dataflow.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conducted refresher sessions on Ticket Hygiene, Linking of Tickets in Service Now, Change Impact and Pain areas, ITIL, SRE across multiple domains.
Interests
Disclaimer
I hereby declare that the information stated above is true to the best of my knowledge and belief.
Timeline
Senior Process Quality Analyst
TATA CONSULTANCY SERVICE
10.2017 - Current
Officer-Process Quality-I
MPHASIS LIMITED
03.2016 - 09.2017
Bachelor of Science - Mathematics
Mumbai University
04.2001 -
Similar Profiles
Surabhi RaghuSurabhi Raghu
Senior IT Analyst at Tata Consultancy ServiceSenior IT Analyst at Tata Consultancy Service
Aditya Roy ChoudhuryAditya Roy Choudhury
Systems Engineer - Data Engineer at Tata Consultancy Service LtdSystems Engineer - Data Engineer at Tata Consultancy Service Ltd
Praveen RajPraveen Raj
Assistant Consultant at Tata Consultancy ServiceAssistant Consultant at Tata Consultancy Service
Pinal GadaPinal Gada
Team Leader – International Voice (Vodafone Qatar) at Hexaware BPSTeam Leader – International Voice (Vodafone Qatar) at Hexaware BPS
Ravi KapoorRavi Kapoor
Functional Lead at Cognizant Technology SolutionsFunctional Lead at Cognizant Technology Solutions