Srikanth Perupally
Secunderabad
Summary
Dynamic Quality Team Lead with extensive experience at Tech Mahindra BPO Ltd., specializing in compliance adherence and performance metrics. Demonstrated ability in root cause analysis and team management, leading to significant improvements in customer satisfaction scores through strategic call calibrations and quality reporting. Committed to continuous process enhancements within fast-paced environments.
Overview
8
8
years of professional experience
Work History
Quality Team Lead
Tech Mahindra BPO Ltd.
09.2022 - Current
- Company Overview: Client: Telstra (Australian Tele Communication Services)
- As per the client as a day-to-day work has to handle the client escalations that arise due to non- compliant activities performed either by the QA's or the Executives
- Leading the Call Calibrations across the Lob’s to ensure managers, supervisors and QA teams are able to effectively evaluate agent performance and improve customer service
- On a daily basis to share the Quality dashboard that demonstrates the overall performance of the businesses individually, which includes Week on week scores of Defect pareto, QA and Ops TL wise score trend, Resolution grievances, FCR Trend, NPS Trend and Compliance adherence percentage as per client and company policies
- Publish reports that demonstrates the QA Score trend for respective line of businesses in QBR, MBR and WBR to show the health of the process
- The above slides include 7 Quality Control tools i.e., Pareto Analysis to show the top defect parameters, Histogram to segregate the performers and their misses, Scatter Diagram to show the relationship of the frequency of the opportunities, Fishbone to show the deeper insights on the causes and helps to show the limitations, Check sheet that illustrates the process checklist that is followed, Flowchart to show the improvement action plan and Control Chart to show the process control also helps in detecting the unwanted changes in process and correct in real time
- Publishing overall attainment to both QA's and the Operation TLs that the audits has to be performed on monthly basis to the PLI team
- Will be a part of the KPI/KRA design discussions for both QA, TL and the executives to explain and justify the need of QA Scores to be included as part of their PLI structure
- Will handle all the Client and offshore SDL level escalations and perform deep root cause analysis to find the defects performed that lead to the escalation and will deliver the feedback to the executive with corrective measures and if there is any non-compliant activity noticed on the conversation, will ensure the necessary action is taken as per the consequence management as per the company and client policies
- Client: Telstra (Australian Tele Communication Services)
Senior Quality Analyst
Tech Mahindra BPO Ltd.
01.2020 - 08.2022
- Company Overview: Client: Telstra (Australian Tele Communication Services)
- Audit calls, emails & chats etc
- Understand customer expectations and build the required changes into the processes
- Collecting data and creating reports as per the process & requirements that would provide daily operational feedback to the client on the operations
- Taking calls as per business requirements and as part of process compliance
- To actively participate & lead in the call calibrations
- Conducting regular coaching and Feedback sessions for Agents
- Attending weekly calibrations held by the Clients
- Conducting calibration sessions with operations and training team
- Generating daily, weekly & monthly Quality Reports
- Working on 7 quality tools
- Assisting the team for continual improvement on scores
- Providing trainings to agents on quality parameters, KRA's and expectations
- Client: Telstra (Australian Tele Communication Services)
Sr. Technical Support
Tech Mahindra BPO Ltd.
05.2017 - 12.2019
- Company Overview: Client: Telstra (Australian Tele Communication Services)
- Provide thorough support and problem resolution for customers using the required tools provided
- Dual Chat support to End Users and co-ordination with Vendors, Client Problem Management team
- Managed base level IT support to consumer clients (Copper, NBN and cable DSL lines) and provide on-call support for critical issues
- Diagnose and troubleshoot end user Password Reset tools and Remote-Control tools
- Documenting every single issue mentioned by the customer for the reference
- Follow-up/ update ticket for every call to ensure timely closure
- Support through SIEBEL tool to provide interims and creating orders for various hardware like modem, mobile device support and mobile broadband etc
- Supported customers for Emails, Billing and Account issues
- Remote access support for big pond emails of Telstra network and Expert in configuring email clients like Outlook, Mac mail and Windows mail using IMAP and POP server settings
- Escalations for further support and scheduling appointment for technician to check out the internet line
- Client: Telstra (Australian Tele Communication Services)
Education
B Tech (MECH) -
Jawaharlal Nehru Technological University
Hyderabad01.2011
Skills
- People management
- Customer Relationship Management
- Decisive
- Team management
- Call calibration
- Root cause analysis
- Client management
- Performance metrics
- Compliance adherence
- Report generation
- Process improvement
- Team leadership
- Data analysis
- Time management
- Six sigma
- Customer focus
- Key performance indicators
- Continuous improvement strategies
- Quality management
- 5S methodology
- Quality tools
Disclaimer
I hereby confirm that the particulars mentioned above are true to the best of my knowledge.
Timeline
Quality Team Lead
Tech Mahindra BPO Ltd.
09.2022 - Current
Senior Quality Analyst
Tech Mahindra BPO Ltd.
01.2020 - 08.2022
Sr. Technical Support
Tech Mahindra BPO Ltd.
05.2017 - 12.2019
B Tech (MECH) -
Jawaharlal Nehru Technological University
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