Shruti John
Pune
Summary
To contribute meaningfully to a progressive organization by leveraging my GA expertise, reporting skills, and process excellence capabilities to drive quality uplift and operational efficiency
Senior Quality Assurance & Process Excellence professional with 11+ years of experience across Telecom, POKPO, and large-scale contact center operations Proven expertise in Quality Governance, Reporting Power B dashboards, Process Improvement Audit Management and Continous Improvement A Six Sigma Green Belt with a consistent A performance rating, multiple awards, and a strong track record of delivering multi-million-dollar cost savings. Recognized for building scalable frameworks, driving performance improvements, and leading high-performing teams
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior QA Lead/Information Processing Specialist (Telstra Programs)
Tata Consultancy Services (TCS)
Pune
01.2019 - Current
- Consistently rated A performer with multiple awards and recognitions.
- Led 4 Six Sigma Green Belt projects, contributing to multi-million cost savings through defect prevention, rework reduction, and quality optimization.
- Designed and deployed QA governance frameworks aligned with Telstra's enterprise standards-now adopted across multiple global operations.
- Managed end-to-end Quality Audits, Calibrations, and Defect RCA for inbound/outbound voice, messaging, and service assurance processes.
- Served as Master Calibrator, running multi-location calibration sessions to align QA expectations.
- Created and maintained BI dashboards in Power BI enabling real-time visibility of quality trends, agent performance, and defect root causes.
- Mentored new QA analysts; improved audit accuracy, QA maturity, and compliance.
- Played a key role in large-scale process transitions, ensuring quick stabilization.
Sr. Advisor, Customer Service
Concentrix
01.2018 - 12.2019
- Managed customer escalations with focus on quality, accuracy and first-contact resolution.
Analyst (KPO/LPO)
Assist Click Pvt. Ltd. (Lexvia, US)
01.2015 - 12.2018
- Handled high-volume operations with strong SLA and accuracy adherence.
- Improved workflow efficiency through effective queue management and structured processes.
- Strengthened customer experience through issue resolution and process adherence.
Education
Master of Commerce - Finance
Bachelor of Commerce -
Skills
- Quality Governance & Compliance
- Audit Management & Defect Reduction
- Reporting & Dashboarding (Power B, Google Data Studio)
- Six Sigma Green Belt-Proxec
- KP/SLA/CSAT Analytics
- Stakeholder & Client Management
- Process Transition & Stabilization
- Team Leadership
- Coaching & Capability Building
- Risk Management
- Root Cause Analysis
Certification
- Six Sigma Green Belt (TCS)
- Google Data Studio-Technical Training
- GDPR EL Certification
- TCS Contextual Master Certification (2004)
- Workplace Etiquette Essentials-L1
- Global Mindset & Articulation Curriculum
Awards
- ToAl Spark Award
- Contextual Master Award
- Multiple performance & leadership awards over the years
Personal Information
Title: Senior QA Lead
Timeline
Senior QA Lead/Information Processing Specialist (Telstra Programs)
Tata Consultancy Services (TCS)
01.2019 - Current
Sr. Advisor, Customer Service
Concentrix
01.2018 - 12.2019
Analyst (KPO/LPO)
Assist Click Pvt. Ltd. (Lexvia, US)
01.2015 - 12.2018