Ishwariya R

Ishwariya R

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

About Me

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 …

Experience

Customer Support QA | Grade 2 Customer Support Executive

ResultsCC, India · Bengaluru , Karnataka , India
Sep 2025 - Present · 10 months

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

Senior Executive Operations

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

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

Educational Counsellor / QA Auditor

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

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

QA Auditor - Audit & Compliance Department

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

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

Technician Apprenticeship (SAP Computer Application Program)

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

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

Product Quality Operator

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

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

Certifications

Electronics and communication engineering

government polytechnic · Kolar , Karnataka , India · 2019

Skills

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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