Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
Generic

Cornel Manchala

Hyderabad

Summary

Dynamic Quality Analyst Lead with a proven track record at TDCX Digital India, excelling in QA methodologies and coaching. Expert in implementing corrective action plans and enhancing call quality monitoring. Adept at cross-functional collaboration, driving significant improvements in customer satisfaction and operational efficiency. Strong analytical skills complemented by effective communication.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Quality Analyst Lead

TDCX digital India
Hyderabad
02.2023 - Current
  • Evaluate adherence to quality benchmarks and coaching feedback.
  • Part of the weekly, monthly, and quarterly business review.
  • Collab with clients and sales coach.
  • Track call conversion rates and sales targets.
  • Making sure audits are done on time, and feedback is provided to the agents.
  • I have been a part of the appraisal process.
  • Led cross-functional teams in root cause analysis for identified issues.
  • Performed regular reviews of existing procedures to verify effectiveness.
  • Created and maintained documentation related to quality assurance processes.
  • Analyzed customer complaints and feedback to identify areas of improvement.
  • Coordinated between departments in order to resolve conflicts related to product specifications or design changes.
  • Implemented corrective action plans based on audit findings and customer feedback.
  • Created evaluations of training to be provided after sessions, tracking effectiveness.

Senior Quality Analyst

Regalix India PVT Limited.
Hyderabad
11.2020 - 11.2023
  • Investigated customer complaints regarding product defects.
  • Monitored performance metrics to assess the effectiveness of quality control initiatives.
  • Trained new Quality Analysts on established procedures in assessing product quality.
  • Performed root cause analysis of reported defects and developed corrective action plans accordingly.
  • Managed a team of Quality Analysts and provided guidance on best practices for testing protocols.
  • Communication & Customer Engagement
  • Assess rapport-building skills and handling of objections
  • Assess understanding of product knowledge the agent possess
  • Handling Objections & Escalations
  • Verify correct tagging and call dispositioning
  • verify the grammar, spelling and email etiquettes.

Senior Customer Service Executive

A Plus A IT solution PVT LTD
Hyderabad
07.2016 - 08.2019
  • Worked as an senior customer service executive in A plus A IT solutions pvt ltd
  • Handling the customers to fix their computer related issues.
  • Maintaining the data in the admin to segregate to different clients.
  • Worked as travel advisor.
  • Worked under different processes in a period of time.

Customer Service Executive

Strateology IT solution PVT LTD
Hyderabad
06.2015 - 06.2016
  • Worked as an customer service executive in Strateology IT solutions pvt ltd
  • Handling the customers on video calling
  • Maintaining the data in the admin to segregate to different clients
  • Handling up to six different customers at a time

Team Lead

Kingdom Soft Solutions
Hyderabad
11.2014 - 04.2015
  • Managing day to day plans.
  • Operation and problem solving of a team of agents with the required service level
  • Components, Call monitoring, Coaching and feedback.
  • Training and development of staff.
  • Conducting performance appraisal for the Team.
  • Checking whether the information collected meets quality requirements.
  • Work closely with the team to solve customer problems.

Customer Support Professional

Ploutus
Hyderabad
03.2014 - 10.2014
  • Listening to customers and responding to them appropriately.
  • Maintaining and Developing relationships with existing customers in person and via telephone.
  • Explaining to them about the process for claiming compensation.
  • Challenging any objection with the customer and building confidence.
  • Checking whether the information collected meets quality requirements

Education

Bachelor of Science - Electrical, Electronics And Communications Engineering

Sridevi Women's Engineering College
Hyderabad, India
06-2008

Skills

  • Six Sigma
  • Lean Six Sigma
  • Sales compliance
  • Call quality monitoring
  • CRM management
  • Sales strategy
  • QA methodologies mastery
  • Training implementation
  • Development team collaboration
  • QC investigations
  • Sampling
  • Audit processes
  • Report creation
  • Coaching and feedback
  • Objection handling

Certification

  • VLOOKUP and XLOOKUP
  • Leadership foundation
  • Lean Six Sigma
  • Six Sigma
  • Quality management for operational excellence
  • PPC and Google Ads

Accomplishments

  • Been on the wall of fame for a year as the best employee
  • 100% target accomplishment, quarter on quarter
  • Handled a team of 5 QA's.

Timeline

Quality Analyst Lead

TDCX digital India
02.2023 - Current

Senior Quality Analyst

Regalix India PVT Limited.
11.2020 - 11.2023

Senior Customer Service Executive

A Plus A IT solution PVT LTD
07.2016 - 08.2019

Customer Service Executive

Strateology IT solution PVT LTD
06.2015 - 06.2016

Team Lead

Kingdom Soft Solutions
11.2014 - 04.2015

Customer Support Professional

Ploutus
03.2014 - 10.2014

Bachelor of Science - Electrical, Electronics And Communications Engineering

Sridevi Women's Engineering College

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Cornel Manchala