Santhosh Kotla
Quality Auditing Associate
Hyderabad
Summary
Highly skilled Quality Auditing Analyst with extensive experience, adept at ensuring service excellence and compliance with industry standards. Demonstrates a strong proficiency in evaluating and enhancing the quality of customer interactions, operational processes, and performance metrics. Expert in utilizing analytical tools and methodologies to identify areas for improvement, drive continuous improvement initiatives, and implement corrective actions. Proven track record of collaborating effectively with cross-functional teams to deliver actionable insights and foster a culture of quality.
Overview
8
8
years of professional experience
14
14
years of post-secondary education
Work History
Quality Auditing Associate
Accenture Solutions Pvt.Ltd
2 2021 - Current
- Regularly review and monitor customer interactions (calls, emails, chats) to ensure compliance with company standards and client requirements
- Assess quality of service delivered by agents based on predefined criteria and provide feedback
- Identify patterns or recurring issues in service delivery that affect quality and performance
- Conduct training and refresher sessions for new and existing employees to enhance their skills and ensure adherence to quality standards
- Provide one-on-one coaching to agents based on performance evaluations and feedback
- Create and present detailed reports on quality metrics, trends, and areas needing improvement to management and clients
- Led training sessions for new employees to ensure smooth integration into company culture and workflow
- Enhanced team productivity by streamlining communication and implementing efficient project management tools
- Utilized customer feedback to improve product offerings
IT Customer Service Associate
Accenture Solutions Pvt.Ltd
2019.10 - 1 2021
- Roles and Responsibilities: Address incoming chat requests in timely manner, adhering to company standards for response times
- Actively listen to and understand customer's problem or query
- Create and maintain technical documentation, including user manuals, troubleshooting guides, and knowledge base articles
- Offer clear and accurate solutions to technical problems, guiding customers through troubleshooting steps
- Identify and diagnose technical issues based on customer descriptions and available diagnostic tools
- Perform and guide customers through troubleshooting steps to resolve issues
- Recognize when problem requires escalation to higher level of support or another department and ensure proper handoff.
Senior Associate Technical Support
Tech Mahindra
2018.10 - 2019.06
- Assist customers via chat or email, resolving technical issues, answering questions, and providing solutions
- Offer additional resources, such as FAQs, knowledge base articles, or tutorials, to help customers better understand and resolve their issues
- Contribute to and utilize internal knowledge bases to ensure accurate and efficient responses
- Handle customer data with confidentiality and ensure privacy standards are maintained
- Participate in training sessions to improve technical skills and knowledge
Digital Interaction Specialist
24 7 .ai
2017.01 - 2018.10
- Communicate clearly and effectively with customers via chat, ensuring that users understand solutions and instructions
- Troubleshoot and resolve technical issues related to software, hardware, or services
- Provide step-by-step guidance to help users solve problems
- Escalate complex issues to higher-level support or specialized teams when necessary
- Analyze and diagnose issues based on user descriptions and technical data
- Offer practical solutions and workarounds to resolve problems efficiently.
- Improved customer satisfaction rates by providing timely and effective support for digital products and services
Education
B.Tech/B.E. -
Vignan Institute of Technology And Science
Hyderabad, India 2012.06 - 2016.04
XIIth -
English
Hyderabad, India 2010.08 - 2012.04
Xth -
EnglishHindi
Hyderabad, India 2001.07 - 2010.04
Skills
Quality Assessment
Analytical Skills
Communication Skills
Problem Solving
Root Cause Analysis
Training and Coaching
Project Management
Adaptability
Customer Service Management
Quality Assurance
Certifications
Salesforce Administration
Feedback Fuels
Certification on Quality Analysis
Softwares
Salesforce
ServiceNow
Linux
Timeline
IT Customer Service Associate
Accenture Solutions Pvt.Ltd
2019.10 - 1 2021
Senior Associate Technical Support
Tech Mahindra
2018.10 - 2019.06
Digital Interaction Specialist
24 7 .ai
2017.01 - 2018.10
B.Tech/B.E. -
Vignan Institute of Technology And Science
2012.06 - 2016.04
XIIth -
English
2010.08 - 2012.04
Xth -
EnglishHindi
2001.07 - 2010.04
Quality Auditing Associate
Accenture Solutions Pvt.Ltd
2 2021 - Current
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