- English
SHARMILA CHANDRASEKARAN
Chennai,TN
Summary
Quality-focused professional with 4 years of experience in monitoring and improving service standards across voice, chat, and back-office operations. Proficient in quality audits, root cause analysis, and process improvements. Skilled in using QA tools, delivering actionable feedback, and driving performance through training and cross-functional collaboration. Committed to enhancing customer satisfaction and operational efficiency.
Overview
6
6
years of professional experience
Work History
Quality Team Coach
Hexaware Technologies
Chennai
02.2023 - Current
- Led performance initiatives as Acting Team Lead of an international telecom voice support process, promoting team achievement and process excellence.
- Refined audit and feedback techniques to promote consistency and minimize performance differences throughout the process.
- Provided strategic ACPT analysis during product introductions and broadcast rollouts, facilitating data-driven decision-making.
- Led internal and external calibration sessions, highlighting key process insights and delivered MBRs and WBRs presentations with stakeholders
- Performed hygiene audits (held calls, transfers, disconnections, AHT) along self-evaluations, best practice, and mock call sessions as support for process enhancement
- Directed client value-added initiatives aimed at optimizing process, such as automation of knowledge checks and query solution processes.
- Encouraged creativity and participation through developing visually engaging and informative posters for internal communication and training.
- Previous experience as Senior Quality Analyst for two years in international non-voice telecommunication support, where high-quality service delivery and process adherence were ensured.
Quality Analyst
Allsec Technologies
Chennai
07.2019 - 12.2022
- Led quality assurance initiatives to enhance product reliability and customer satisfaction.
- Developed and implemented testing protocols to ensure compliance with industry standards.
- Conducted root cause analysis to identify defects and drive process improvements.
- Collaborated with cross-functional teams to streamline workflows and enhance operational efficiency.
- Spearheaded training sessions on quality management systems for new team members.
Education
BE - ECE
Peri Institute of Technology
05.2019
Higher secondary - undefined
St. Sebastian's Matriculation Higher Secondary school
05.2015
Secondary school - undefined
St. Sebastian's Matriculation Higher Secondary school
05.2013
Skills
- Team motivation
- Active listening
- Verbal and written communication
- Coaching techniques
- Feedback delivery
- Team analysis
Accomplishments
- Honored with the 'Rising Star' award at the Annual Yuva Awards 2024, organized by Hexaware Technologies
- Implemented the PKT tool, recognized as the 'Best Replicable Client Value Idea,' and received an award for five impactful client value-added suggestions driving process improvement
LANGUAGES
- Tamil
- Hindi
Timeline
Quality Team Coach
Hexaware Technologies
02.2023 - Current
Quality Analyst
Allsec Technologies
07.2019 - 12.2022
Higher secondary - undefined
St. Sebastian's Matriculation Higher Secondary school
Secondary school - undefined
St. Sebastian's Matriculation Higher Secondary school
BE - ECE
Peri Institute of Technology