Saurav Yadav
Hyderabad
Summary
Thorough Quality Assurance Specialist with 7 year background in ITES. Excellent resource management and allocation skills. Outstanding communication, organizational and time management talents. Ability to handle multiple products simultaneously with a high degree of accuracy.
Overview
8
8
years of professional experience
Work History
Quality Assurance Specialist
Google Operations Center
10.2022 - Current
- Achieve weekly and monthly targets with confirmed quality, meeting SLAs
- Ensure 100% quality adherence by the team for multiple Google products
- Maintain the dispute acceptance rate (top operational metric) within the threshold
- Perform internal quality checks to ensure standard processes are followed
- Engage in regular interactions, monthly calibrations, and other meetings with PSM from Google to maintain a smooth process flow
- Lead bi-weekly global meetings with the Vendor team, addressing questions and providing clarifications
- Participating in issue remediation and RCA
- Preparing monthly product packs for internal and Client Management team
- Gather insights from respective sites and share feedback with the vendor POC through monthly business reviews
- Provide ideas for improving the quality and efficiency of processes and the organization
- Facilitate product and process training, including refresher sessions
Senior Quality Assurance Associate
Google Operations Center
09.2020 - 10.2022
- Conducting call/chat/email evaluations aligned with the global audit plan
- Preparing management reporting packs for internal and Client Management teams
- Attending calibrations with vendor partners and clients
- Identifying and implementing process improvements
- Participating in issue remediation, conducting root cause analysis (RCA), and fostering positive relations and teamwork
- Directly responsible for client satisfaction on service delivery
Senior Process Executive - Voice
Cognizant Technologies Solutions
03.2019 - 09.2020
Process Associate
Tata Consultancy Services
09.2016 - 02.2019
Education
Bachelor of Commerce - Accounting And Finance
University of Calcutta
Kolkata06.2015
Higher Secondary - Commerce
Loyola High School
Kolkata, India05.2012
Skills
- Proficiency in conducting audits and implementing quality assurance protocols
- Good communication and presentation skills
- Effective ability to work both independently and collaboratively within a team
- Exceptional attention to detail and proficiency in descriptive documentation
- Readiness to work flexible hours as/when required eg early morning/late evening
- Ability to manage multiple ongoing tasks and balance workload effectively against deadlines
- Analytical mindset & decision making ability
Accomplishments
- Touchstone and Star awards for exceptional performance
- BPS Start Performer of the Month (TCS)
Languages
English
Hindi
Bengali
Nepali
Timeline
Quality Assurance Specialist
Google Operations Center
10.2022 - Current
Senior Quality Assurance Associate
Google Operations Center
09.2020 - 10.2022
Senior Process Executive - Voice
Cognizant Technologies Solutions
03.2019 - 09.2020
Process Associate
Tata Consultancy Services
09.2016 - 02.2019
Bachelor of Commerce - Accounting And Finance
University of Calcutta
Higher Secondary - Commerce
Loyola High School
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