Roopa Thokala
Bengalure
Summary
Results-driven Quality Team Lead with a robust background in quality assurance, sales quality analysis, and customer support. Demonstrated success in enhancing team performance at Tech Mahindra, Skill Lync, and Sykes through the strategic application of quality tools and data analysis. Skilled in business review creation, root cause analysis, and implementing continuous improvement initiatives while ensuring adherence to SOPs. Aiming to utilize extensive QA expertise to elevate operational excellence and customer satisfaction within a forward-thinking organization.
Overview
9
9
years of professional experience
Work History
Quality Team Lead
Tech Mahindra
Hyderabad
12.2022 - Current
- Managed and coordinated teams of quality analysts and trainers, ensuring alignment in the delivery of training and quality assurance processes.
- Creating and presenting Weekly Business Review (WBR) and Monthly Business Review (MBR) slides to clients on quality, and customer satisfaction metrics.
- Sharing process recommendations with clients based on ACPT and regular audits is an essential part of improving efficiency, customer experience, and overall quality.
- Performing ATA on QA audits to ensure they are being done correctly.
- Ensuring adherence to the QA Standard Operating Procedures (SOP) shared by clients.
- Facilitated call calibrations among internal and cross-functional stakeholders on a weekly basis, working on BQM and PIP, and tracking performance to initiate required action.
- Creating an action plan after analyzing the data on Quality, Sales, and Customer Satisfaction (CSAT), and driving improvements effectively with your QA team.
- Sharing QA interventions with internal stakeholders and clients in driving continuous improvement, aligning business objectives, and ensuring transparency in the Quality Assurance process.
- Weekly and monthly reports are shared with clients regarding the analysis and quality with internal stakeholders and clients.
- As a QA Team Lead or Supervisor, being responsible for scheduling, managing team performance, and ensuring high-quality assurance standards.
Sales Quality Analyst
Skill Lync
Hyderabad
01.2022 - 12.2025
- I have experience in driving sales by providing valuable input to sales representatives, and coaching them on effective sales pitches.
- I have worked on LSQ filters to identify quality leads and drive sales based on specific scenarios.
- Additionally, I have used failure mode analysis to identify and address problems early on, ultimately improving the overall process.
- As a master calibrator, I have conducted internal calibrations to ensure consistency and accuracy in performance evaluations.
- Used to work on failure mode analysis to identify problems at an early stage, to improve the process.
I have been involved in conducting frequent dip checks to identify process gaps. - I have also focused on coaching and improving the performance of BQ and PIP agents.
- I possess a deep understanding of quality tools and utilize them strategically to share insights with stakeholders for continuous improvement.
- Regularly conduct calibration sessions with the team and client stakeholders to ensure alignment on quality standards and evaluations.
- Handled training batches.multiple training batches, ensuring the successful execution of training programs for diverse teams.
Quality Analyst
Sykes
Hyderabad
05.2019 - 12.2021
- I served as a customer support executive at Sykes from May 2019 to January 2020, and I was later promoted to Quality Analyst.
- Handled calls for collections in international voice processes as a customer service executive.
Coached agents based on quality scores to enhance their performance. - Enhanced lower-performing agents' results.
- Led quality huddles to disseminate process updates across the team.
- Worked on escalations received from the client, and found out the root cause, underlying problems, and implemented corrective actions.
Associate
Tech Mahindra
Hyderabad
09.2018 - 04.2019
Phone Banking Officer
ICICI bank
Hyderabad
12.2016 - 08.2018
- As a phone banking officer, I handled a wide range of customer inquiries and requests related to savings accounts, credit cards, and travel cards.
- I provided assistance with account balance inquiries, card activations, transaction disputes, and other account-related services.
- I ensured prompt and accurate resolution of customer issues while adhering to the bank's policies and procedures.
Education
Master of Science - Wireless And Mobile Communication
Vaagdevi College of Engineering
Warangal04-2021
Bachelor of Science - Electrical, Electronics And Communications Engineering
Bharat Institue of Technology And Science For Wome
Hyderabad05-2016
Skills
- Monitoring KPIs
- Innovation mindset
- Scrum framework
- Corrective action planning
- Customer focus
- Leadership excellence
- Precision judgment
- Process documentation
- 7 QC tools
- Pareto analysis
- MS Excel
- MS PowerPoint
- MS Word
- Kaizen
- Delivery planning
- Six sigma
- 5 why
- Calibration management
- Basic knowledge on Power BI
Languages
Telugu
First Language
Hindi
Advanced (C1)
C1
English
Advanced (C1)
C1
Timeline
Quality Team Lead
Tech Mahindra
12.2022 - Current
Sales Quality Analyst
Skill Lync
01.2022 - 12.2025
Quality Analyst
Sykes
05.2019 - 12.2021
Associate
Tech Mahindra
09.2018 - 04.2019
Phone Banking Officer
ICICI bank
12.2016 - 08.2018
Master of Science - Wireless And Mobile Communication
Vaagdevi College of Engineering
Bachelor of Science - Electrical, Electronics And Communications Engineering
Bharat Institue of Technology And Science For Wome
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