UDUMALA AKHILA REDDY
Singapore
Summary
Results-driven professional with a proven track record in training, quality management, and project leadership. Skilled in global team collaboration, vendor management, and process optimization. Adept at driving continuous improvement and achieving exceptional accuracy. Ready to contribute expertise to elevate team competency and operational excellence.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Training Project Manager
ByteDance
03.2023 - 11.2023
- Managed end-to-end execution of the Training Program for Global CX Operations teams, overseeing content assimilation and delivery
- Collaborated closely with vendors on product trainings, ensuring the effective transfer of knowledge and skills to enhance team performance
- Ensuring alignment of external vendors with organizational goals and needs
- Successfully facilitated the onboarding of 10 batches of new hires in collaboration with vendors
- Implemented streamlined onboarding processes, ensuring seamless integration and enhanced productivity for newly hires
- Playing a pivotal role in vendor management, identifying, engaging, and sourcing external vendors for business/skill-related trainings
- Initiated and led weekly calibration sessions with vendors to address their training needs, ensuring alignment with project requirements and objectives
- Spearheaded the Customer Satisfaction (CSAT) initiative, conducting root cause analysis (RCA) for issues raised in CSAT tickets
- Generating comprehensive reports and deriving actionable insights to drive continuous process improvement
- Proactively addressed training needs arising from Quality Audit feedback or product knowledge gaps, contributing to the overall improvement of team competency.
Training & Quality Specialist
Bytedance
05.2022 - 10.2022
- Handling Training and Quality for the team
- Follow company guidelines for auditing
- Calibrate with cross-sites(USA/CA/KL/AU/NZ) regarding policy iterations
- Hands on experience on Ms office
- Excel reporting for Business reviews
- Assigned tests and quizzes to measure information retention of employees
- Prepared engaging, useful course resources and materials, enhancing agents understanding and competence
- Provided training for new hires to complement workforce
- Making sure the refreshers and trainings are scheduled as per requirements
- Making policy decisions as a part of process improvement
- Attend and prepare Weekly business reviews
- Handle escalations by tracking the progress and closing them end to end
- Data Analysis of the team's performance
- Drove for 98% team accuracy and achieved it consistency for 4 months and is ongoing
- Conducting feedback sessions for agents to improve their performance.
Quality Analsyt Manager
Genpact
06.2021 - 03.2022
- Worked as Quality Manager for the site
- Handled Quality for the site and managed cross site calibrations
- Quality Team Lead for 8 Quality Analysts
- Hands on experience in business review reports including pivot tables and data analysis
- Experience handling data in Tableau
- Streamlined the Quality process for the site
- Achieved 98% overall site accuracy in terms of performance
- Drived insights for process improvement
- Handled the performance metrics and attendance for quality analysts as part of team leader role
- Partnered with cross site Quality managers for calibrations
- Optimised quality training for new quality analyst
- Trained and mentored employees to maximise team performance
- Prepared business review reports and lead vendor meeting on site quality.
Quality Analyst
Genpact
10.2018 - 05.2021
- Worked for a renowned social media client for Trust and Safety Process
- Streamlining the process by calibrating among other country sites
- Coordinated and participated in internal and external quality management system audits to guarantee product and quality specifications
- Worked as site QA POC for Janus and Message Tag Queues
- Solely handled quality of Message Tag Queue and maintained 99% overall quality score
- Handled quality for a team of 40 members
- Trained new joiners on Policy guidelines and QA roles and responsibilities
- Adhering to organizations policies for auditing purposes
- Day-to-day monitoring and providing feedback on team member's performances
- Strong knowledge in Business review reporting and excel reports
- Assist developers/clients with SQL
- Provide insights to help improve user experience and process quality improvement
- Calibrating among site and cross-site on initiatives to improve the process
- Used data to build insights for process improvement.
Education
Computer Science Engineering -
Jawaharlal Nehru Technological University
01.2018
NRI Junior College
01.2014
Rosary Convent High School
01.2012
Skills
- Quality Analsyt Manager
- Project Management
- Site quality assessing
- Team management
- Vendor Calibrations
- Business review reporting
- Six Sigma & Lean certified
- Microsoft Office
- Microsoft Excel
- Excel Reporting
- SQL
- Data Analysis
- Documentation Skills
- Customer Service
Certification
- Best Performer of the Quarter award - Q4
- 2019 Cheers Award for consistency outperforming - Q2 2021
- Six Sigma and Lean Certified.
- Microsoft Excel Certified
- NUS Data Analytics certification
Languages
English Native Speaker
Telugu Native Speaker
Hindi Native Speaker
Disclaimer
I hereby declare that whatever information is given is to the best of my knowledge. Akhila Reddy.
Timeline
Training Project Manager
ByteDance
03.2023 - 11.2023
Training & Quality Specialist
Bytedance
05.2022 - 10.2022
Quality Analsyt Manager
Genpact
06.2021 - 03.2022
Quality Analyst
Genpact
10.2018 - 05.2021
Computer Science Engineering -
Jawaharlal Nehru Technological University
NRI Junior College
Rosary Convent High School
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