Hi, I’m
SHIRISHA MADDURI
Quality Analyst
Hyderabad,TS
Summary
Seeking a progressive company that fosters professional development and allows me to enhance my skills through practical experience. Eager to contribute my expertise towards the achievement of organizational goals while furthering my own career growth.
Overview
7
years of professional experience
4
Languages
Work History
Genpact pvt ltd
Quality Analyst
03.2022 - Current
Job overview
- Joined as a non-voice agent for a year, and then moved to a support role as a Quality Analyst. Being a quality analyst, I worked on BQ management, root cause analysis, and a few projects to achieve easy navigation on KB, CSAT, etc.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Won a Silver Award for dedicated work in modifying the Knowledge Book to improve navigation and update processes, aligning with client requests.
IRPCL BIG BASKET
Senior Customer Service Associate
06.2019 - 10.2021
Job overview
- Worked as an agent for a year and then became an acting SME for six months. And then I moved to a role that handles the manager escalation queue and the CSAT team.
- Awarded a Customer Satisfaction Excellence Award for effectively handling challenging customers and situations.
Education
Osmania UniversityHyderabad
Bachelor of Arts from Commerce
04.2001
University Overview
- Graduation with Distinction, [April, 2019]
Vijetha Junior And Degree College For Girls, MadinagudaTelangana
Intermediate from Commerce
04.2001
University Overview
- GPA: 74.3%
Banodaya High School, AttapurTelangana
SSC from SSC
04.2001
University Overview
- GPA: 8.3%
Skills
Presentation Skills
undefinedTimeline
Quality Analyst
Genpact pvt ltd
03.2022 - Current
Senior Customer Service Associate
IRPCL BIG BASKET
06.2019 - 10.2021
Osmania University
Bachelor of Arts from Commerce
04.2001
Vijetha Junior And Degree College For Girls, Madinaguda
Intermediate from Commerce
04.2001
Banodaya High School, Attapur
SSC from SSC
04.2001