Overview
Work History
Education
Skills
Career Objective
Profile
Languages:
Hobbies
Timeline
Generic
Srikant S

Srikant S

Bangalore

Overview

10
10
years of professional experience

Work History

Sr. Quality Analyst

Jupiter
Bangalore
03.2022 - Current
  • Worked in pilot team for various payments and banking products launched
  • Streamlined the quality process and performance of voice LOB and achieved company standards
  • Lead and managed the OJT/Nesting project as the Quality auditor and coach which included Training/Certification/Transitioning of new hires
  • Handled On-boarding, KYC, fraud, credit risk and salary account queues
  • Helped design a framework for escalation desk ticket flow
  • Cross functional skills to audit all LOBs (voice/chat/email). L1 and L2 (escalation desk)
  • BAU, DSAT & Hygiene audits for APCT analysis and TNI
  • First contact resolution (FCR) focus in all LOBs
  • CSAT improvement experiments to enhance the banking experience.
  • Worked closely with the Process Excellence team to update SOPs and identify process gaps/corrections to help smooth operation of the business

Sr. Quality Analyst

Swiggy
Bangalore
01.2019 - 03.2022
  • Monitoring the Outsourced Partners performance and conducting Audit on Audit to gauge the performance of third-party QAs and their agents
  • Conducting TTQ (Train The QA) to analyze the level of training received by the OSP training and QA team
  • Worked on Custom Queue project, which included order fulfillment by validating the order, risk/fraud check, market research and coordinating with the delivery partners and customers
  • Preparing PKT for In-house and OSP teams on monthly basis
  • Conducting calibration on weekly basis with the OSP and In-house QAs
  • Publishing dashboard on daily basis with the OSP teams and with the internal operation teams
  • Working closely with training team to plan OJT and certification for new employees
  • Working closely with the Opex team to design/update SOPs and identify process gaps to help smooth operation of the business

Quality Analyst

HGS
Bangalore
09.2015 - 12.2018
  • Transaction monitoring of calls to ensure TCE (total customer experience)
  • Conduct Level 1, Level 2 & Level 3 certifications for training teams
  • Trained batches on product & process when required
  • Provide feedback to advisors in terms of customer handling skills, technical issue resolution and process adherence
  • Daily/Weekly reports published to the operations on the audit findings
  • Conduct gap analysis and suggesting corrective actions
  • Bring necessary client related changes and updating the process
  • Handling Calibrations with the team and client on a fortnightly basis
  • Weekly/Monthly performance review with Quality team

Technical Support Advisor

Mphasis
Bangalore
12.2014 - 08.2015
  • Managed call flow and responded to technical support needs of customers
  • Identified and solved technical issues with a variety of diagnostic tools
  • Answered calls promptly and minimized delays that could lead to abandoned calls
  • Appropriately documented all transactions and pertinent interactions
  • Worked closely with team members to meet or exceed all customer service requirements
  • Provided on-call support for critical issues, resolved customer issues in a clear, courteous and straightforward manner
  • Handling the customer with utmost care and work towards customer delight

Education

Bachelor of Engineering - Mechanical Engineering

Sri Venkateshwara College of Engineering
Bangalore, India
07-2013

Skills

  • QA Plan and Strategy, Quality Management
  • Team Handling, Mentoring and Coaching
  • Six Sigma (Yellow belt)
  • Microsoft Excel, Google sheets
  • Sampling and Data Analysis
  • Good Presentation and Communication Skills
  • Comprehensive Problem Solving Abilities
  • Attention to detail and Critical thinking

Career Objective

I seek challenging opportunities where I can use my skills in the best possible way for achieving the company's goals and a stimulating and challenging environment that will provide me with advancement opportunities.

Profile

Dedicated and results-driven Quality Coach with a proven track record of delivering excellence in various organizations, I bring a strong foundation in quality analysis and a commitment to continuous improvement. Skilled in communication and teamwork. Recognized for outstanding performance and receiving the Quality Champion Award for supporting team and ensuring quality standards. Eager to leverage my expertise in a challenging role and contribute to the success of a progressive organization.

Languages:

English, Hindi, Telegu and Kannada

Hobbies

Music

Passionate about computer gaming

Avid traveler

Drawing and Painting

Reading novels

Timeline

Sr. Quality Analyst

Jupiter
03.2022 - Current

Sr. Quality Analyst

Swiggy
01.2019 - 03.2022

Quality Analyst

HGS
09.2015 - 12.2018

Technical Support Advisor

Mphasis
12.2014 - 08.2015

Bachelor of Engineering - Mechanical Engineering

Sri Venkateshwara College of Engineering

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Srikant S