Madhan Kumar
Bengaluru
Summary
Accomplished Senior Quality Analyst with a proven track record at Flipkart Internet Private, enhancing process efficiency and product quality through collaborative problem-solving and root cause analysis. Skilled in Microsoft Excel and fostering teamwork, I significantly reduced customer complaints and improved operational efficiency. Expert in developing and implementing quality standards and training programs.
Overview
14
14
years of professional experience
Work History
Senior Quality Analyst
Flipkart Internet Private
01.2013 - 05.2024
- Collaborated with cross-functional teams to address root causes of quality issues, resulting in improved processes and products.
- sharing reports on weekly basis of teams quality score to all stakeholders.
- Reduced customer complaints by identifying areas for improvement and initiating corrective actions.
- Developed quality policies, procedures, and work instructions tailored to the specific needs of the organization.
- Promoted teamwork and collaboration within the Quality team, leading to increased productivity and overall job satisfaction.
- Reviewed recorded calls to ensure quality standards are met, providing constructive feedback to agents.
- Conducted root cause analysis and coordinated corrective actions to enhance overall service quality.
- Monitored key performance indicators (KPIs) to drive improvements in call quality and operational efficiency.
- Facilitated employee training on quality standards, protocols, and best practices, leading to increased awareness and adherence across the organization.
- Streamlined documentation processes to ensure accuracy, consistency, and compliance
- Conducting team calibration with training and Operations team
- Conducting team huddles
- Involved in Training and mentoring the new set of people.
- Creating and maintaining the process related documents in SharePoint.
Customer Support Executive
Creative Networks
03.2010 - 10.2012
- Answer customer inquiries over 75 phone calls, email, Live chat, in person.
- Resolve customer complaints efficiently and professionally.
- Provide product or information and assist with troubleshooting.
- Meet Performance targets, such as response time and customer satisfaction ratings.
Education
B.Com -
St. Aloysius International University
Bangalore06-2006
Skills
Microsoft Excel
Powerpoint
Excel power query
Basic SQL Query
Languages
English
Kannada
Tamil
Timeline
Senior Quality Analyst
Flipkart Internet Private
01.2013 - 05.2024
Customer Support Executive
Creative Networks
03.2010 - 10.2012
B.Com -
St. Aloysius International University
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