Ishwariya R

Ishwariya R

Quality Assurance & Customer Operations Specialist
India
Kannada, Tamil, English
Full-time Hybrid

نبذة عني

Quality Assurance & Customer Operations Specialist with 4+ years of experience optimising service quality, auditing processes, and supporting ERP operations. Proven expertise in customer support, process compliance, and …

الخبرة

Customer Support QA | Grade 2 Customer Support Executive

ResultsCC, India · Bengaluru , Karnataka , India
Sep 2025 - حتى الآن · 1 سنة 1 شهر

<p>Optimised resolution workflows for inbound and outbound calls, elevating customer satisfaction and compliance standards.</p><p> Monitored 300+ voice and non-voice interactions weekly, ensuring strict adherence to service quality scorecards.</p>

Senior Executive Operations

Startek, India · Bengaluru , Karnataka , India
Apr 2024 - Mar 2025 · 10 أشهر

<p>Orchestrated semi-voice customer support operations across calls, emails, and chats, ensuring timely query resolution.</p><p> Managed inbound and outbound interactions, maintaining quality, accuracy, and adherence to service standards.</p><p> Met performance targets and internal quality metrics, improving response times, accuracy, and overall service efficiency.</p>

Educational Counsellor / QA Auditor

Tomorrow’s Genius Indian Pvt Ltd, India · Bengaluru , Karnataka , India
Apr 2023 - Nov 2023 · 7 أشهر

<p>Conducted quality audits of instructional content and learning modules, ensuring alignment with internal standards.</p><p> Evaluated course delivery practices against organisational policies and teaching benchmarks, maintaining high educational quality.</p><p> Verified compliance with internal QA procedures, ensuring consistent learning module and session standards across programs.</p><p> Recommended actionable improvements to instructional design, enhancing learner experience and adherence to quality objectives.</p><p> Addressed client and candidate inquiries professionally, resolving complaints while preserving high customer satisfaction levels.</p><p> Implemented defined scripts, processes, and escalation protocols, ensuring consistent, compliant service delivery across teams.</p>

QA Auditor - Audit & Compliance Department

Cogent E Service Limited, India · Bengaluru , Karnataka , India
Jun 2022 - Dec 2022 · 5 أشهر

<p>Reviewed sales calls, enrollments, and customer interactions, ensuring process compliance and improving operational accuracy for BYJU’S standards.</p><p> Verified the authenticity of tuition programs sold through agents, identifying discrepancies and reducing process errors significantly.</p><p> Assessed internal control systems, documenting potential weaknesses and recommending actionable improvements to audit supervisors.</p><p> Ensured adherence to regulatory requirements, internal policies, and sales guidelines, mitigating compliance risks across processes.</p><p> Supported process quality enhancement by analysing transaction data and providing feedback to improve agent performance.</p>

Technician Apprenticeship (SAP Computer Application Program)

BEML, India · Kolar , Karnataka , India
Jan 2021 - Jan 2022 · 1 سنة

<p>Gained hands-on technical proficiency in SAP ERP modules, computer applications, and software tools for process optimisation.</p><p> Supported day-to-day SAP ERP operations across MM, PP, SD, QM, FICO, and HR modules, ensuring data accuracy.</p><p> Performed SAP data entry and transaction processing, maintaining master data integrity and operational efficiency.</p><p> Coordinated with multiple departments to streamline processes and ensure correct system usage and reporting.</p><p> Assisted in business process documentation and workflow improvements, enhancing overall operational compliance.</p><p> Executed internal and external quality audits, improving compliance with company and international manufacturing standards.</p>

Product Quality Operator

Wistron Pvt Ltd, India · Kolar , Karnataka , India
Jun 2020 - Dec 2020 · 5 أشهر

<p>Maintained and updated audit reports, checklists, and quality documentation to support process accuracy.</p><p> Assessed manufacturing processes, identifying gaps and driving continuous improvement initiatives across operations.</p><p> Collaborated with cross-functional teams to implement corrective and preventive actions, enhancing product quality and compliance.</p>

الشهادات

Electronics and communication engineering

government polytechnic · Kolar , Karnataka , India · 2019

المهارات

Quality Assurance (QA) Auditing Process Compliance Process Monitoring Service Quality Metrics SLA Adherence Process Improvement Feedback Implementation Regulatory Compliance Audit Documentation & Reporting Customer Support Inbound Calls Outbound Calls Semi-Voice Operations Multi-Channel Support Email & Chat Support Case Management Issue Resolution Coaching & Training Performance Metrics Tracking SAP ERP SAP MM SAP PP SAP SD SAP QM SAP FICO SAP HR SAP Data Entry Master Data Management Transaction Processing Cross-Department Coordination MS Office MS Excel MS Word PowerPoint Python C++ MATLAB Data Analysis Reporting Attention to Detail Cross-Functional Coordination Compliance Adherence Operational Efficiency Problem-Solving
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