Thaheera

Senior Quality Analyst

Hyderabad, India 2+ yrs exp 85 · Excellent

About

Senior Quality Analyst with 2.7+ years of experience in the BPO industry, specializing in Quality Assurance, quality audits, Root Cause Analysis (RCA), process improvement, coaching, and stakeholder communication. Proven track record of improving team quality performance, identifying process gaps, reducing errors, and driving continuous improvement through Kaizen initiatives. Experienced in conducting audits, leading calibration sessions, coaching bottom-quartile performers, and maintaining SOP and regulatory compliance while handling confidential information.

Skills & Expertise (14)

MS Excel Advanced

8.0/10

2.7

Years Exp

Pivot Tables Advanced

8.0/10

2.7

Years Exp

VLOOKUP Advanced

8.0/10

2.7

Years Exp

Quality assurance Intermediate

7.5/10

2.7

Years Exp

Quality Auditing Intermediate

7.5/10

2.7

Years Exp

Root Cause Analysis Intermediate

7.5/10

2.7

Years Exp

Process Improvement Intermediate

7.5/10

2.7

Years Exp

Kaizen Intermediate

7.5/10

2.7

Years Exp

People management Intermediate

7.5/10

2.7

Years Exp

stakeholder communication Intermediate

7.5/10

2.7

Years Exp

Training & Mentoring Intermediate

7.5/10

2.7

Years Exp

Performance Management Intermediate

7.5/10

2.7

Years Exp

MS Word Intermediate

7.0/10

2.7

Years Exp

MS PowerPoint Intermediate

7.0/10

2.7

Years Exp

Work Experience

Quality Analyst

Tech Mahindra

Dec 2023 - Present

Conduct quality audits for 50+ customer interactions per week, ensuring adherence to SOPs, regulatory requirements, and quality standards. Improved team quality scores by 10%+ through structured coaching, actionable feedback, and data-driven performance analysis. Perform Root Cause Analysis (RCA) to identify recurring process and performance gaps and implement corrective actions. Reduced process errors by 10%+ through Kaizen-based continuous improvement initiatives. Provide structured feedback using the Make It Easy framework, with a focus on bottom-quartile performers and measurable performance improvement. Lead regular calibration sessions with internal teams and clients to improve scoring consistency and alignment on quality standards. Collaborate with stakeholders and senior executives while maintaining professionalism and confidentiality when handling sensitive information. Support new Quality Analysts through training, knowledge sharing, and process guidance. Manage multiple quality-related activities and deadlines independently, demonstrating strong analytical, organizational, and problem-solving skills.