Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

SHIRISHA MADDURI

Quality Analyst
Hyderabad,TS
SHIRISHA MADDURI

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 University
Hyderabad

Bachelor of Arts from Commerce
04.2001

University Overview

  • Graduation with Distinction, [April, 2019]

Vijetha Junior And Degree College For Girls, Madinaguda
Telangana

Intermediate from Commerce
04.2001

University Overview

  • GPA: 74.3%

Banodaya High School, Attapur
Telangana

SSC from SSC
04.2001

University Overview

  • GPA: 8.3%

Skills

Presentation Skills

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Timeline

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
SHIRISHA MADDURIQuality Analyst