Shradha Arora
Summary
Quality Manager with 6+ years of experience across telecom and IT services, currently managing incident, change, and quality governance at Tata Communications.
Strong expertise in major incident RCA, SLA monitoring, SOP creation, and risk mitigation, ensuring service continuity and compliance. Known for driving process improvements, cross-functional collaboration, and data-driven decisions using ITIL, Six Sigma, and Tableau.
Experienced in working with L2/L3 teams, stakeholders, and leadership, ensuring zero gaps in monitoring and operational quality.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Quality Manager
Tata communications
Pune, India
05.2023 - Current
- Own quality governance for Incident, Change, and Problem Management processes, ensuring alignment with ITIL frameworks and organizational standards.
• Lead Major Incident Management quality reviews, including incident detection, accurate logging, and data validation, ensuring high-quality incident records and audit readiness.
• Conduct Root Cause Analysis (RCA) for major and recurring incidents, identify systemic gaps, and drive corrective and preventive actions (CAPA) to reduce repeat incidents and service impact.
• Monitor SLA and KPI performance, analyze breach trends, and work with L2/L3 support teams to improve resolution timelines and service reliability.
• Review and govern Change Requests, ensuring standardized submissions, risk assessment, approvals, and complete documentation to minimize operational risk.
• Develop, review, and maintain Standard Operating Procedures (SOPs) and process documentation for multiple products and services, improving process consistency and compliance.
• Drive continuous improvement initiatives through data analysis, stakeholder feedback, and Six Sigma methodologies, enhancing operational efficiency and service quality.
• Perform quality risk assessments, define mitigation strategies, and track effectiveness to ensure uninterrupted service delivery.
• Prepare and present quality, incident, and trend reports for internal stakeholders and leadership, enabling data-driven decision-making.
• Act as a key communication and coordination point between operations teams, management, and stakeholders during incidents and improvement initiatives. - Collaborate closely with cross-functional teams to strengthen governance, monitoring, and escalation frameworks, ensuring no gaps in L2 supervision or operational coverage.
Assistant Manager- Quality
Vodafone Global services
Bengaluru, India
01.2021 - 05.2023
- Supported quality assurance and governance across service operations by evaluating performance metrics, SLA adherence, and process compliance.
• Conducted root cause analysis (RCA) on quality issues and operational gaps, providing actionable insights to improve service delivery and reduce repeat issues.
• Assisted in developing, reviewing, and implementing quality assurance procedures and process controls, ensuring compliance with internal standards and regulatory requirements.
• Analyzed operational data and prepared quality and performance reports to support continuous improvement initiatives and management reviews.
• Documented quality findings, audit observations, and improvement actions, contributing to process standardization and operational consistency.
• Collaborated with cross-functional teams to address quality gaps and support process improvement and service reliability.
Support analyst
Vodafone Global services
Benagluru, India
03.2019 - 01.2021
- Provided L2/L1 technical support for clients by diagnosing and resolving hardware, software, and service-related issues, ensuring minimal service disruption.
• Acted as a key point of contact between end users and internal technical teams, ensuring clear communication, timely updates, and high customer satisfaction.
• Logged, tracked, and updated incidents accurately, ensuring proper incident lifecycle management and documentation.
• Assisted in identifying recurring issues and escalations, supporting problem management and RCA efforts.
• Maintained strong client relationships by delivering prompt resolutions and maintaining service quality standards.
Product Advisor
Concentrix IBM daksh
Bengaluru, India
05.2017 - 10.2018
- Delivered end-to-end customer support across multiple channels (voice, email, chat), assisting customers with product information, usage guidance, and issue resolution.
• Advised customers on product features, benefits, and troubleshooting, ensuring accurate information and an improved customer experience.
• Managed a high volume of customer interactions while maintaining quality, compliance, and service standards.
• Accurately documented customer interactions, issues, and resolutions in internal systems, ensuring data accuracy and traceability.
• Consistently met or exceeded quality scores, productivity targets, and customer satisfaction metrics.
• Identified recurring customer issues and feedback trends, escalating insights to internal teams to support process improvement and product enhancements.
• Built and maintained strong customer relationships through clear communication, empathy, and effective problem-solving.
• Adhered strictly to organizational policies, quality guidelines, and compliance requirements, forming a strong foundation in quality and service excellence.
Education
Master of Business Administration -
Integral University
Lucknow 01.2021 - 01.2023
Bachelor of Business Administration -
Centre for management studies
Bengaluru, Karnataka 05.2014 - 05.2017
Skills
Incident Management (ITIL) Major Incident Management SLA & KPI Monitoring Root Cause Analysis (RCA) Problem & Change Management Service Operations Governance Quality Management Systems (QMS) SOP Documentation Risk Assessment & Mitigation Continuous Improvement ServiceNow Lean Six Sigma Tableau (Basic) Excel Reporting Stakeholder Management
Certification
• Lean Six Sigma – Black Belt
Lean Six Sigma – Green Belt
• Incident, Change & Problem Management – Tools & Techniques
• ServiceNow IT Leadership Professional Certificate
• Project Management Foundations – Quality
• Introduction to Tableau | Excel to Tableau
Timeline
Quality Manager
Tata communications
05.2023 - Current
Assistant Manager- Quality
Vodafone Global services
01.2021 - 05.2023
Master of Business Administration -
Integral University
01.2021 - 01.2023
Support analyst
Vodafone Global services
03.2019 - 01.2021
Product Advisor
Concentrix IBM daksh
05.2017 - 10.2018
Bachelor of Business Administration -
Centre for management studies
05.2014 - 05.2017