Este é o meu perfilContato pela CazVidEste perfil está escrito em inglês
Srinivas
Vendor Quality Management
Currículo em vídeo
Contato
Competências
Demonstrated experience with QA SME & Audit Governance.
Demonstrated experience with Complex Audit Scenarios.
Demonstrated experience with Sampling Strategy & Audit Design.
Demonstrated experience with Calibration & Scoring Alignment.
Demonstrated experience with QA Accuracy & Variance Management.
Formação acadêmica
Idiomas
Resumo
Professional profile
Experiência
Quality Team Lead – Quality Operations & Trust & Safety
Led multi-market QA operations, ensuring SLA adherence, contractual compliance, and 98–100% case clearance.. Deployed Quality Assurance Framework and governed sampling strategy & audit coverage aligned to business requirements.. Drove RCA, CAPA, and error trend analysis, improving accuracy by 15–25% and reducing repeat errors by 20–25%.. Led calibration governance and variance management, improving audit consistency across internal and vendor teams.. Conducted VOC/VOE and customer complaint analysis, driving targeted quality improvements and resolution effectiveness.. Managed stakeholder & client interactions, performance reviews (QA/AM/DM), and skip-level discussions to drive accountability.. Drove Lean Six Sigma initiatives and process improvements, enhancing quality performance and operational efficiency.
Vendor Quality Management
Governed vendor performance, ensuring adherence to Quality Framework, SLAs, and audit standards.. Led cross-site calibrations, RCA, and trend analysis, reducing errors and improving consistency.. Managed training governance (TNI, certification, policy updates) and supported continuous improvement initiatives.
Quality Analyst
Conducted audits, feedback, and supported sampling execution and calibration processes.. Performed RCA and trend analysis, contributing to reduction in repeat issues.. Supported quality documentation and process improvements.
Lead – Quality & Training
Supported deployment of Quality Framework and standardization across teams.. Conducted VOC/VOE and customer complaint analysis, driving quality improvements.. Led calibration sessions and variance reduction initiatives.. Delivered WBR/MBR insights and improvement plans.. Managed training roadmap, TNI, and refresher programs.
Quality Assurance Analyst
Conducted audits and customer complaint analysis (VOC-driven insights).. Delivered training and coaching to improve performance and compliance.. Performed RCA and implemented process improvements.
Team Leader – Operations
Led a team of 20+, ensuring SLA/KPI adherence, productivity, and workforce optimization (shrinkage & scheduling).. Conducted 1:1 coaching, WBR/MBR reviews, and forecast vs. actual analysis, driving performance improvement.. Managed customer escalations and risk identification, implementing corrective actions to strengthen service quality and compliance.
Quality Analyst
Conducted audits, feedback, and refresher sessions, ensuring audit targets and process adherence.. Performed error trend analysis, fraud audits, and order lifecycle analysis (returns/refunds), sharing actionable insights with stakeholders.. Led RCA on refund delay escalations, improving refund efficiency by 10%.
Quality Analyst
Conducted audits, feedback, and refresher sessions, improving policy adherence and process understanding.. Performed error trend analysis and shared insights with stakeholders, driving continuous process improvement.. Collaborated with training teams on top call drivers and TNI, improving throughput by ~9%.. Managed process knowledge base, ensuring accuracy and standardization of documentation.. Partnered with Operations and Training teams to enhance overall site performance and quality metrics.
Executive
Handled inbound customer interactions, ensuring accurate resolution, proper tagging, and high CSAT.. Prepared performance reports and insights, supporting data-driven improvements at executive level.. Provided floor support and OJT guidance, improving team productivity and quality.. Coached team members to enhance CSAT and quality performance.. Managed customer escalations, ensuring timely resolution and improved customer experience.
Habilidades
Transcrição do vídeo
Transcrição do vídeo 1
So we can categorize the tasks or all based on urgency and versus impact and how critical and less impactful. So the metrics will help us, which is very crucial and very urgent, we can solve it. Ones which is very urgent but not critical can be pushed back. Very critical, not urgent, can be taken time and when it is not critical, not urgent, so we can push it back as much as possible for this three metrics. So this is how we can prioritize based on these metrics.
Transcrição do vídeo 2
Now, what do we see this time we attempt, it is very important to go back to the history. So we go back to all the, trace back to all the details where we can address some which section was first identified, start correcting the records, audit again, or increase the recording, let's check what is happening, and then only we can solve it.
Quality Analyst
Hi, a audit was conducted when I was working as a quality analyst for one of the correction agencies and informal audit was done on field executives to check if the process has been followed or not and the outcome was he has followed very poor professional, all I think all the required metrics are met, so the score was given 100%.