Amruta K

Quality specialist

Infosys • Vollzeit

Apr 2025 - Present • 1 yr 5 mos

I am currently working as a Quality Specialist with strong experience in monitoring and evaluating voice calls, chats, emails, and SMS interactions to ensure compliance with quality standards and customer experience guidelines. I am responsible for conducting detailed audits using defined quality scorecards, identifying gaps in process and communication, and providing structured feedback to agents and stakeholders. I have hands-on experience in preparing and maintaining quality dashboards in Excel, tracking KPIs, quality trends, defect analysis, and performance insights to support data-driven decision-making. As a Master Calibrator, I actively participate in and lead calibration sessions to ensure alignment on quality standards, scoring accuracy, and consistency across evaluators. I am proficient in Root Cause Analysis (RCA) and regularly work on Corrective Action Plans (CAPA) and Preventive Action Plans (PAP) to address recurring issues and improve overall process quality. My role also involves effective feedback sharing and coaching support, focusing on performance improvement, compliance adherence, and customer satisfaction. I bring strong communication skills, analytical thinking, and attention to detail to deliver measurable quality improvements.

Quality specialist

Flipkart • Vollzeit

Aug 2021 - Apr 2025 • 3 yrs 8 mos

I have worked as a Quality Specialist with extensive experience in conducting third-party quality audits across voice calls, chats, emails, and SMS interactions. I ensure adherence to defined quality standards, compliance requirements, and customer experience benchmarks. I have strong expertise in quality data analysis and dashboard preparation, using performance metrics and defect trends to provide actionable insights for business and operational improvement. As a Master Calibrator, I actively participate in and lead calibration sessions to maintain scoring consistency, alignment with SOPs, and quality accuracy across evaluators. I am proficient in Root Cause Analysis (RCA) and regularly work on Corrective Action Plans (CAPA) and Preventive Action Plans (PAP) to address systemic issues, reduce error recurrence, and improve overall process quality. My role includes feedback sharing, quality briefings, and certification support, ensuring agents and quality teams clearly understand expectations and performance gaps. I have hands-on experience in live monitoring, side-by-side audits, and barge-in audits to evaluate real-time performance. I have also worked on Audit the Auditor (ATA) and repeat audits of QA teams to ensure evaluator reliability, governance, and continuous improvement within the quality function. Additionally, I have supported website error analysis and participated in Kaizen initiatives to drive process enhancements, efficiency improvements, and sustained quality performance.