Quality Specialist (Team Lead)
Infosys Pvt. LTD
Total years of experience :5 years, 0 Months
● Manage a team of 10 Quality analyst who analyze and Validate places on Google Maps.
● Achieved the desired quality target set by the client (Google). Maintained a consistent
performance of the team with an accuracy percentage of 98% with 100% Productivity.
● Achieved a position of Active POC (Point of Contact) in the Policy team.
● Achieved Award for Best Team Leader in Quality.
● Promoted from Quality analyst to Quality Specialist
● Conducted a quality check for all the operators who validated listings on map
● Use 5-Why analysis and fishbone analysis methodology to determine and counter the
Error rate
● Create quality reports and share with the team on hourly basis
● Conduct Calibration session between the operations and quality team for better
understanding of the process and the policy.
● Manage production on an hourly basis to maintain the TAT
● Conduct Refresher training sessions to the team in the absence of trainer
● Analyze reports generated to ensure live quality check is maintained.
● Organize meetings with the training/Policy team to help in creating simpler and effective
workflow policies.
● Conduct One on one session’s weekly/daily to provide feedback based on the
performance of Individuals.
● Conduct interviews.
● Report technical and tool related issues to respective engineering teams
● Determine duties and responsibilities of individuals in the team
● Responsible to conduct Deep Dive Analysis to determine the root cause of the spike in
error percentage.
● Management of leaves and loss of pay data for members of the team.
● To work on multiple projects with a fixed production and quality targets
● Received awards for the top performance and excellent quality work
● Determining the process errors and share across with the operations team.
● Have been strongly involved in improving the quality of cases.
● Side by side shadow session with the operators to identify the daily errors
● Send suggestions about the automation of process and areas of improvement based on
the shadow sessions
● Take necessary measures for verifying information correctness.
● Active member in the discussions and decision taking for any changes in the policy.
● Responsible for bridging the gap between the Operations and the Quality team for
accurate information flow.
● Worked as a process associate in an Inbound call process (UK-VFS)
● Appointed to mentor the programs, assisting new hires for both inbound and outbound
process.
● Handling calls from the clients in UK for the processing of visa to all Schengen countries
● Determining client needs and provide appropriate solutions
● Review recorded calls with the CSR’s to ensure quality and knowledge to provide one
call resolution.
● Updating the team and the top management with the performance report on daily and
monthly basis.
● Received awards for the best performance and excellent customer service on the floor.
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