Sushma Awanuri
HYDERABAD
Summary
Dynamic Quality Auditing Analyst with a proven track record at Accenture, specializing in enhancing quality metrics and fostering continuous improvement. Excelled in root cause analysis and customer service management, achieving significant SLA targets. Demonstrates exceptional analytical skills and proficiency in Microsoft Excel, driving operational excellence and team development.
Overview
9
9
years of professional experience
Work History
Quality Auditing Analyst
Accenture
Mumabi
02.2018 - Current
- Perform analysis on quality trends and flag quality-related risks to the project leadership
- Ability to conduct coaching sessions to ensure process consistency and reduce error disputes
- Achieve daily review targets with accuracy & meet the SLAs defined
- Work towards minimizing the error rate
- Give constructive feedback on errors marked & analyze error trends for analysts; accordingly suggest refreshers for product training
- Work closely with Operations & Training teams to drive continuous improvement initiatives
- Support trainees & bottom quartile analysts come up the learning curve and help them achieve productivity & quality target
- Analyse risk and offsets; develop solutions for problems identified and Provides support for other initiatives as needed
Subject Matter Expert
Accenture
Mumbai
02.2017 - 02.2018
- Worked as a Subject Matter Expert
- Team handling, preparing reports, update trackers, query solving, sharing updates on policy discussions
- Managing daily targets of the team such as job counts, AHT, Absenteeism, Attrition, and Accuracy
- Insight generation and brainstorming meetings within the team and presenting to the client on WBR and MBR calls
- Working on client tools and queues where research and analysis by reviewing the jobs
Customer Service Associate
Accenture
Mum
01.2016 - 02.2017
- Review classify and remove content according to client guidelines, using specific tools and channels
- Understand and remain updated on changing client policies and updated guidelines
- Investigate,resolve, and relay on complex content issues to the broader trust and safety team
- Participate in process improvement initiatives that improve the quality and efficiency of work
- Participate in continuous training programs and workgroup discussions for optimal development in the role
Education
Bachelors -
Electronics and Communica5on Engineering
01.2013
Skills
- Quality Management, familiarity with audit tools and methodologies
- Root cause analysis mechanism of PPAE
- Quality metrics and measurements (Accuracy, Precision, Recall, Consistency, Convergence and Confirmation)
- Customer Service Management
- Problem-solving skills
- Analytical skills
- Microsoft Excel
Education Certification
- Bachelors in Electronics and Communication Engineering, 05/01/13
- Certified Yellow Belt Six Sigma, International Institute for Learning
Profile Summary
My purpose is to learn and grow in an esteemed organization by optimum utilization of my knowledge and skills and to accomplish the goals set. Make a positive contribution towards the growth of the organization and strive for professional excellence.
Languages
Telugu
First Language
English
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Timeline
Quality Auditing Analyst
Accenture
02.2018 - Current
Subject Matter Expert
Accenture
02.2017 - 02.2018
Customer Service Associate
Accenture
01.2016 - 02.2017
Bachelors -
Electronics and Communica5on Engineering
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