Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic

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
2022.10 - 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
2020.09 - 2022.10
  • 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
2019.03 - 2020.09

Process Associate

Tata Consultancy Services
2016.09 - 2019.02

Education

Bachelor of Commerce - Accounting And Finance

University of Calcutta
Kolkata
06.2015

Higher Secondary - Commerce

Loyola High School
Kolkata, India
05.2012

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 e.g. 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
2022.10 - Current

Senior Quality Assurance Associate

Google Operations Center
2020.09 - 2022.10

Senior Process Executive - Voice

Cognizant Technologies Solutions
2019.03 - 2020.09

Process Associate

Tata Consultancy Services
2016.09 - 2019.02

Bachelor of Commerce - Accounting And Finance

University of Calcutta

Higher Secondary - Commerce

Loyola High School
Saurav Yadav