Learning facts
Sandhya Singh
Summary
Skilled and experienced quality assurance specialist with over 7 years of experience in the Digital marketing industry. Proven ability to lead and motivate teams to achieve goals, as well as to develop and implement strategic plans. Strong technical skills and a commitment to continuous learning. Effective in team management, I am sure I possess the knowledge and expertise required to be successful in a team lead role. I have a solid track record of accomplishment as a leader. Along with being a team player, I can inspire and motivate others. I am certain that I can significantly benefit your team and assist you in achieving your objectives.
Overview
8
8
years of professional experience
3
3
Languages
Work History
Quality Assurance Specialist
Google Operations Center
Hyderabad
01.2023 - Current
- Playing a critical role as a single POC for APAC, EMEA & NA markets and optimized the process flow for the internal teams to reduce the customer impact and enhance quality output
- POC for RCA to identify process/people improvement opportunities that has fundamentally helped in refining the process for supports representatives to work more effectively
- Tasked with onboarding new QAs with a great track record of time to competence
- Part of BRs and stakeholder meetings as a QA POC
- Proposed a few transformative ideas for Google Ads UI for an interactive experience to the end user
- POC for L2 RCA team for all the markets
- Experienced in leading the team, promoted adherence to quality standards by educating teams on quality framework.
- Prepared training material on how to interact with customer & resolve the query while complying with guidelines
Metric and Reporting
Google Operations Center
Hyderabad
08.2019 - 01.2021
- Handling multiple PODs like Search, Display, Video, Billing, Policy & Google Analytics
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Used critical thinking to break down problems, evaluate solutions and make decisions, which helped in completing BAU accurately and efficiently.
- Participated in team-building activities to enhance working relationships.
- Identified and resolved problems through root cause analysis and research.
Quality Analyst
Cognizant
Hyderabad
01.2019 - 07.2019
- Validated results and performed quality assurance to assess accuracy of Information.
- Delivered in-depth compliance & customer framework training, imparting knowledge of best practices for protecting data and minimizing errors.
- Preparing TNI’s to improve the quality standards with the team.
- Resolved problems, improved operations and provided exceptional service.
Sr. Process Associate
Cognizant, Google Ads
Hyderabad
08.2017 - 12.2018
- Managed customer relations by developing an effective communications process.
- Supported and aligned efforts to meet business and customer needs.
- Elected for the first pilot batch of Olympus Customers Top Tire and assisted customers via Chat, Email & Phone
- Awarded as best performer & EE for the month consecutive first 3 months.
Process Associate
Sitel India
Hyderabad
08.2015 - 07.2017
- Managed customer relations by developing an effective communications process
- Supported and aligned efforts to meet business and customer needs
- Elected for the first pilot batch of Olympus Customers Top Tire and assisted customers via Chat,
- Email & Phone
- Awarded as best performer & EE for the month consecutive first 3 months.
Education
B.Tech in Computer Science -
Nagole Institute of Technology And Science
Hyderabad12th Standard -
Vivekananda Junior College
Hyderabad 04.2001 -
Skills
Correction action planning
Accomplishments
- Lean Six Sigma: Define and Measure Tools 6
- Google Analytics
- Doing more with Google Sheets
- Resource & Business management
- 5 Why
Interests
Logical Conversations
Musics
Dance
Bikes Riding
Timeline
Quality Assurance Specialist
Google Operations Center
01.2023 - Current
Metric and Reporting
Google Operations Center
08.2019 - 01.2021
Quality Analyst
Cognizant
01.2019 - 07.2019
Sr. Process Associate
Cognizant, Google Ads
08.2017 - 12.2018
Process Associate
Sitel India
08.2015 - 07.2017
12th Standard -
Vivekananda Junior College
04.2001 -
B.Tech in Computer Science -
Nagole Institute of Technology And Science
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