T. Jayashree
Hyderabad
Summary
To serve in an organization where I, as an employee, have opportunities to learn and grow, from setbacks to successes, as I interact with colleagues and customers. I look for ways to improve my performance in order to stay at the forefront of technology and to develop my own competencies.
Detail-oriented professional committed to improving organizational outcomes by monitoring performance initiatives. Focused on planning, implementing, and optimizing procedures. Specializing in operations and dedicated to maximizing quality.
Overview
8
8
years of professional experience
Work History
Quality Analyst
Cotiviti India Pvt Ltd
Hyderabad
04.2020 - 03.2025
- I was entrusted with doing quality checks on a team, a team of overpayment auditors and also onshore teams
- Identifying process/knowledge gaps, providing timely feedback and training sessions
- Maintaining multiple quality reports, performing root cause analysis and also conducting PKT/PQT - Knowledge check tests
- Maintaining 100% productivity and quality scores and doing internal calibration with team
- Worked with QAs and TLs and for resolutions
- Trained other Qa's of the team on same
- I have received best performer titles
- Have been consistently meeting all my expected goals and was rated a successful performer
- Maintained more than 100% quality and production
- Completed Six Sigma White belt and yellow belt
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Collaborated with cross-functional teams to ensure that product specifications are met or exceeded.
- Implemented corrective actions when necessary to improve overall product quality.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Quality Analyst
Altruist Private Limited
Hyderabad
12.2019 - 04.2020
- Working with Bajaj client (personal loan-Sales)
- Motivated team of call center operators on outbound calls to improve sales
- Consistently sent immediately emails to supervisors and provided instant feedbacks on disconnected calls and auto calls fails
- Supervised outbound team to ensure they followed process as per client requirement to deliver assigned targets and responsibilities
- Explained how to achieve the collection target - to create urgency on call also need to negotiate them based on call flow, use soft skills by using positive verbal cues and on call with polite tone
Quality Analyst
Conneqt Business Support Solutions Ltd
Hyderabad
08.2018 - 12.2019
- Working as a QA by handling 50 agents in inbound sales Process in Oyo Rooms
- Auditing live calls of the agents and giving real time feedbacks to them to increase the CSAT as well as improved the Quality & AHT parameter
- Coordinating with Client for regular product updates and passes it to entire team
- Identifying the pain and gain areas within the team and impart training on the same
- Sharing the observations where the agents getting DIP in Quality & CSAT
- Conducts process improvement meetings weekly/Monthly wise
- Tracked call results and conducted trend analysis based on results of monitors and improved quality and training needs
- Certified as “Wow Performer” in Conneqt Business solutions on 18-Nov-2017
- Certified as “League of Extraordinary” in Conneqt Business solutions period of Oct-2018 to Dec 2018
- Certified as “Outstanding Performer in Games of URN” by OYO Jan-2019
- I have received multiple appreciations from the onshore and operation team as well
- Received incentives from client for the best performance
- Recognized as a Best Quality analyst in OYO Process
Nodal and Appellate Officer
Conneqt Business Solutions Limited
Hyderabad
06.2017 - 08.2018
- Handling calls and responding through emails maintaining with perfect Turnaround Time and Quality
- Providing quick and effective solutions to the customers by investigating their problem from its core and resolving them
- As a team coordinator handled escalation calls from my team and assists my team leader in his activities
- Achieving AHT target with fresher’s was possible by regular support and feedback
- Moved to the Escalation Desk wherein I handled the complaints of the premium customers
Education
M.Com - Commerce
01.2019
GPA: 75%
BCom - Commerce
01.2017
GPA: 72%
Intermediate -
01.2014
GPA: 79%
Skills
- Quality assurance
- Process improvement
- Compliance standards
- Team collaboration
- Performance metrics
- Time management
- Continuous improvement
Disclaimer
I do hereby declare that the above information is true to the best of my knowledge.
Languages
- English
- Kannada
- Marathi
- Telugu
- Hindi
Personal Information
- Father's Name: Late T. Chandrakanth
- Date of Birth: 05/07/95
- Gender: Female
- Marital Status: Married
Languages
English
Advanced
C1
Hindi
Advanced
C1
Marathi
Advanced
C1
Telugu
Advanced
C1
Timeline
Quality Analyst - Cotiviti India Pvt Ltd
04.2020 - 03.2025
Quality Analyst - Altruist Private Limited
12.2019 - 04.2020
Quality Analyst - Conneqt Business Support Solutions Ltd
08.2018 - 12.2019
Nodal and Appellate Officer - Conneqt Business Solutions Limited
06.2017 - 08.2018
Stanley Degree and PG College - M.Com, Commerce
Osmania University Degree Women’s College - BCom, Commerce
Ratna Junior College - Intermediate,
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