Sathish R
Sales Quality Analyst
Summary
Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing test cases, plans and scripts. Dedicated to analyzing and resolving defects.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
3
3
Languages
Work History
Quality Analyst
Skill Lync
Chennai
02.2022 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Identified issues, analyzed information and provided solutions to problems.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Defined and implemented quality initiatives to reduce risk.
- Administered internal quality audits and assessed results to inform corrective action measures.
- Implemented test scripts and recorded results.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Analyzed quality and performance data to support operational decision-making.
Customer Service Subject Matter Expert
Apexon Health
Chennai
11.2020 - 01.2022
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Cross-trained and provided backup support for organizational leadership.
- Investigated and resolved customer inquiries and complaints quickly.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
AR Caller
Omega Healthcare
Chennai
11.2018 - 09.2020
- Used scripted conversation prompts to convey current account information and obtain payments.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Used skip tracing and other techniques to locate debtors.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Entered client details and notes into system for interdepartmental access and review.
Education
Bachelor of Commerce - General Studies
Guru Nanak College Of Arts & Science
Chennai, India 05.2015 - 04.2018
Skills
Correction action planning
QA methodologies mastery
Quality Improvement
Report creation
Training implementation
MS Office
Decision-Making
Good Telephone Etiquette
Active Listening
Problem-Solving
Excellent Communication
Analytical and Critical Thinking
Materials Preparation
Multitasking Abilities
Timeline
Quality Analyst
Skill Lync
02.2022 - Current
Customer Service Subject Matter Expert
Apexon Health
11.2020 - 01.2022
AR Caller
Omega Healthcare
11.2018 - 09.2020
Bachelor of Commerce - General Studies
Guru Nanak College Of Arts & Science
05.2015 - 04.2018