Sowmya Sreedhar

❑ Performing Data Analytics and presenting to leadership
❑ Developing live dashboards for monitoring and tracking
❑ Collaborating with different teams to drive insights basis data analytics
❑ Automating reports for various teams
❑ Enhancing usage of data analytics tools and techniques
❑ Managing and grooming Quality Analysts/Delivery Analyst
❑ Performing detailed root cause analysis of a problem and implementing the action items accordingly
❑ Mentoring people for Quality Assurance and Analytics roles
❑ Effective Coaching & feedback to Quality Analysts & Customer Representatives
❑ Presenting weekly/monthly account performance to clients and account stakeholders
❑ Act as a catalyst to drive adherence to all aspects
❑ Workplace security compliance check

Established performance dashboard and tracking mechanism for deliverables.
Developed logical to physical data mapping for data migration and onboarding.
Developed common set of operational metrics for data delivery
Executed data analysis using with standard query and data quality tools.
Resolved problems, improved operations and provided exceptional service.

· Monitoring a team of Process Associates, thereby ensuring optimum performance.

· Conceptualizing & developing need based training modules (on-demand training) for developing multi skilled work force for cross utilization within sub processes for optimum efficiency.

· Participating in process technical interview.

· Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.

· Provide training to new team members and refresher training the existing team members (on request).

· Work with each team member to develop and act upon a development plan to ensure that each individual has an opportunity to achieve his or her performance goals.

· Preparing Process review on MTD, WTD scores using power point presentation.

· Interacting with clients for regular updates.

· Analysis of functional excellence of ISP

· Analysis on Quality Control for the process

· Proven experience in developing technical training programs.

· Maintain Quality reports as per ISO standards

· Preparing documents, forms, reports using MS-word, Excel and as per ISO standards

· Providing feedback on technical and performance aspects

· Training and Management expertise in troubleshooting techniques(Desktops, DSL ,DU , Cable, HN,VPN)

· Ensuring Teams Adhere to Quality standards with help of Team huddles.

· Handling Dial-up, cable ,DSL and HN issues

· Handling VPN network

· Handling Some aspects of Desktop issues