Solomon Sukumar Kasa
Summary
Seeking a challenging position that allows me to apply my strategic thinking and leadership capabilities to solve complex organizational problems, driving innovation and ensuring the successful execution of high-priority initiatives.
Overview
6
6
years of professional experience
Work History
Subject Matter Expert
Cognizant Technology Solutions Ind Pvt Ltd
11.2024 - Current
- Strong knowledge of Google Workspace applications , feature updates, and product roadmap.
- Acted as Tier 3 escalation point for complex technical, configuration, and interoperability issues.
- Managed Admin Console settings , including security policies, DLP , retention rules (Vault) , and user lifecycle management .
- Led integration of Google Workspace with enterprise systems such as SSO , CRM , and ERP platforms.
- Developed and maintained Standard Operating Procedures (SOPs) and best practices for secure and efficient usage.
- Identified and implemented process automation and workflow optimization opportunities using Workspace tools.
- Collaborated with cross-functional teams (HR, Sales, IT) to design and deploy tailored Workspace solutions.
- Demonstrated expert-level proficiency supported by Google Workspace certifications and hands-on experience.
- Strong analytical, troubleshooting, and communication skills with focus on issue resolution and user experience.
- Knowledgeable in identity management , SAML/SSO integration , and enterprise security frameworks .
Sr Quality Assurance Senior Associate
GOC IND PVT LTD
09.2020 - 03.2024
- Defined and implemented quality standards and parameters for multiple vendor teams to ensure alignment with client expectations and operational excellence.
- Conducted quality audits on chat , phone , and email support interactions to identify critical , legal , and workflow errors , ensuring adherence to service standards.
- Led Root Cause Analysis (RCA) to identify error trends, providing actionable feedback to improve accuracy and compliance across support teams.
- Prepared and presented business review reports (weekly, monthly, and quarterly - QBR/MBR/WBR ) to key stakeholders and clients, highlighting performance and opportunities for improvement.
- Developed and published vendor performance dashboards and reports to ensure transparency and accountability across all support functions.
- Collaborated with cross-functional teams during calibration sessions to maintain consistent quality alignment and best practices across multiple sites.
- Suggested and implemented process improvement initiatives to enhance productivity , efficiency , and customer experience , driving overall business performance.
- Provided training , mentoring , and floor support to new hires and existing team members, improving quality metrics and ensuring high-performance standards.
- Consistently achieved SLA targets and was recognized as a top performer for quality , productivity , and operational excellence .
Quality Analyst
WIPRO
08.2019 - 09.2020
- Conducted quality audits on calls, emails, and chat interactions across multiple vendor teams to ensure compliance with client standards and identify areas for improvement.
- Identified and reported legal, critical, and workflow errors ; provided constructive feedback to agents to drive performance improvement and ensure adherence to service-level expectations.
- Delivered floor support and training to new hires, aligning them with quality standards, processes, and client expectations.
- Consistently met SLA targets while maintaining 100% accuracy and on-time delivery for all audits and work orders.
- Collaborated with cross-functional teams to maintain process compliance and improve customer satisfaction scores , driving consistent service quality.
- Performed logical and policy-based analysis to assess advertiser risk and ensure adherence to Google Ads quality and compliance policies .
- Proactively identified opportunities to enhance quality standards , streamline audit workflows , and support client goals , improving overall operational efficiency.
Education
Bachelor of Science - B.Pharmacy
Malla Reddy Institute of Pharmaceutical Sciences
Hyderabad04-2016
Skills
- Training and mentoring
- Strong analytical skills
- Customer focus
- Creative solutions
- Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) for documentation, data analysis, and presentations
- Skilled in internet research, web browsing, and basic web development with a solid foundation in core computer operations
- Competent in using Google Workspace (Docs, Sheets, Slides) for collaborative projects and reporting
- Experienced in conducting weekly and monthly business review meetings and site-level performance connects to track progress and align goals
- Performed agent-level quality audits for Google Workspace teams to ensure adherence to quality standards and process compliance
Timeline
Subject Matter Expert
Cognizant Technology Solutions Ind Pvt Ltd
11.2024 - Current
Sr Quality Assurance Senior Associate
GOC IND PVT LTD
09.2020 - 03.2024
Quality Analyst
WIPRO
08.2019 - 09.2020
Bachelor of Science - B.Pharmacy
Malla Reddy Institute of Pharmaceutical Sciences