V.S Vineeth
Quality Analyst
Hyderabad
Summary
Detail-oriented Quality Analyst with 3 years of experience at Genpact in driving customer support quality through call audits, agent coaching, training delivery, and client interaction (PSM). Strong expertise in quality governance, compliance, process improvement, and knowledge management, with a proven ability to support operational excellence and client satisfaction.
Overview
3
3
years of professional experience
5
5
Languages
Work History
Customer Service Quality Analyst
Genpact Private Limited
12.2022 - Current
- Lead end-to-end quality audits across calls, chats, and tickets, ensuring adherence to client quality frameworks, SLAs, and compliance standards.
- Mentor and coach agents through structured feedback sessions, performance improvement plans, and quality deep dives.
- Drive quality calibration sessions with Operations, Training, and Client stakeholders to ensure scoring alignment, and audit accuracy.
- Conduct new hire onboarding training sessions and refresher programs, improving time to proficiency and reducing early-stage errors.
- Analyze quality data to identify trends, defect drivers, and root causes, recommending corrective and preventive actions.
- Own and maintain the Knowledge Base (KB), SOPs, and training content, improving process clarity and first-time-right resolution.
- Lead daily huddles and quality reviews, sharing insights, best practices, and improvement actions with teams.
- Support internal and external audits, ensuring compliance readiness, and successful audit outcomes.
- Prepare and present weekly and monthly quality dashboards and reports for leadership and clients.
Education
Bachelor of Commerce -
Osmania University
Hyderabad, India 04.2001 -
Higher Secondary Education -
Kendriya Vidyalaya
Hyderabad, India 04.2001 -
Skills
- Client Interaction and Quality Performance Reviews (PSM coordination)
- Worked with clients on various analysis and for KB improvements
- Closely collaborated with the content team to make changes in the Help centre articles and KB
- Root Cause Analysis (RCA) and quality trend identification
- Knowledge Base (KB), SOP, and process documentation management
Additional Information
Interests:
Basketball (University Team Player),
key achievements
- Promoted to Process Developer in recognition of consistent quality performance, strong process knowledge, and ownership.
- Received client appreciation for audit accuracy, quality insights, and contribution to continuous improvement initiatives.
- Strengthened quality governance and calibration alignment across QA, operations, and client teams.
- Recognized internally for effective stakeholder communication, reliability, and attention to detail.
Timeline
Customer Service Quality Analyst
Genpact Private Limited
12.2022 - Current
Bachelor of Commerce -
Osmania University
04.2001 -
Higher Secondary Education -
Kendriya Vidyalaya
04.2001 -