SANGEETA B G
Bangalore
Summary
Result-Driven Quality Assurance Operations Team Lead with a decade of experience in optimizing quality processes, and a master's degree in Business Management and Marketing Analytics. Currently seeking opportunities in management to leverage my extensive background in quality assurance and digital marketing. Eager to apply my cross-functional leadership, strategic thinking, and analytical skills to drive impactful HR strategies and management practices, contributing to organizational success and innovation.
Overview
12
12
years of professional experience
Work History
Marketing Research Internship
Tech-UP
08.2022 - 10.2022
- Developed comprehensive marketing strategies for a tech campaign, outlining clear objectives, target audience identification, and key performance indicators (KPIs)
- Enhanced on a wide variety of projects including web development, social media, search engine optimization, and email marketing campaigns
Quality Ops Supervisor
Optum
05.2021 - 08.2022
- Strategically planned shift schedules, processed holiday requests and granted leaves to optimize labor costs and productivity
- Developed professional relations with company employees to enhance trust and reliability
- Monitored compliance with workplace policies and safety objectives
- Delegated tasks throughout a multidisciplinary team to yield maximum productivity
- Trained staff in till management practices including reviewing and reconciling daily transactions
Quality Specialist Team Lead
Optum
02.2018 - 05.2021
- Coordinated work activities for the Quality Assurance Team including auditing assignments, new hire mentoring, side by side coaching, and special projects
- Worked directly with QA team to improve overall performance through one on one coaching, staff development, and team alignment
- Set priorities for the Quality Assurance team to ensure task completion
- Defined and recommended process improvements to meet current and future internal/external partner needs/standards
- Maintained the monthly audit and fail call reports, and represented them to management.
- I understood the priority of the organization and adhered to the policy.
- Identified calls that failed to meet predefined standards and identified the problems.
- Implemented agent training and coaching initiatives.
- I listened to calls, either recorded or side by side, while communicating feedback.
- Encouraged good practices and discouraged bad ones.
Quality Assurance Analyst
Optum
02.2017 - 04.2018
- Maintained the monthly audit and fail call reports.
- I represented the same to management, understood the priority of the organization, and adhered to the policy. I identified calls that were failing to meet expectations.
- Predefined standards and identified the problems.
- Encouraged good practices and discouraged bad ones.
- I listened to calls, either recorded or side by side, while communicating feedback.
- Implemented agent training and coaching initiatives.
Senior Clinical Administration Coordinator
XlHealth
05.2011 - 01.2012
- Managed account coordination with multiple accounts at a time.
- Handled escalations from floor representatives as needed, including assisting as the floor leader during management meetings.
- Assisted in the preparation and monitoring of the house calls visits, processing the given information of the data plan.
Technical Support Engineer
Microland
07.2010 - 02.2011
- Installed and set up applications for clients, including anti-virus software, and Microsoft Office.
- Provided clear and concise step-by-step technical support to guide clients.
- Responded to customer emails, calls, and live chat regarding technical malfunctions and issues to fix remotely.
- Used support tickets to track and speed up incident resolution.
Education
MBA - Business Administration & Marketing
Solbridge International School of Business
South Korea02-2024
Bachelor of Arts - Liberal Arts & Science
Arni University
India02.2015
Skills
- Workforce Management Applications
- Quality Auditing Tools
- Team leadership
- Performance monitoring
- Effective communication
- Problem solving
- Team Training
- Documentation skills
- Quality assurance strategy
- Customer service
- Quality management
- Strategic Planning
- Process Optimization
- Candidate selection
- Candidate interviews
- HIPAA expert
Accomplishments
- Award for Best Team Lead - US and India Team, recognizing exceptional leadership and team management skills
- Award for commitment: Team Project for Optum, highlighting dedication to quality, and continuous improvement
- Award for Certification of Appreciation - Teamwork Project
Timeline
Marketing Research Internship
Tech-UP
08.2022 - 10.2022
Quality Ops Supervisor
Optum
05.2021 - 08.2022
Quality Specialist Team Lead
Optum
02.2018 - 05.2021
Quality Assurance Analyst
Optum
02.2017 - 04.2018
Senior Clinical Administration Coordinator
XlHealth
05.2011 - 01.2012
Technical Support Engineer
Microland
07.2010 - 02.2011
MBA - Business Administration & Marketing
Solbridge International School of Business
Bachelor of Arts - Liberal Arts & Science
Arni University
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