Guthala Alekhya
Quality Assurance Lead at Wipro
- Role
- Senior Process Executive at Cognizant
- Location
- Hyderabad, IN
- LinkedIn followers
- 500 followers
About Guthala Alekhya
Detail-oriented and analytical Quality Assurance Analyst with 8+ years of experience in auditing multi-channel service interactions (voice, chat, and tickets) across IT service desk and healthcare domains, with growing expertise in business analysis. Skilled in evaluating service quality, driving compliance, and implementing ITIL-based practices in incident, problem, and change management. Adept at identifying process gaps, performing root cause analysis, and delivering actionable insights through in-depth reporting and performance trend analysis. Proficient in ServiceNow, Genesys, and Microsoft Office Suite, with hands-on experience in stakeholder communication, training support, and knowledge base management. Demonstrated ability to collaborate with cross-functional teams, translate business requirements into process improvements, and support data-driven decision-making. Known for combining QA expertise with a strategic, business-focused mindset to enhance service delivery, improve operational efficiency, and align outcomes with organizational goals.
Experience
Senior Process Executive
Jun 2017 — Present · Hyderabad, IN
Experienced in balancing customer service and support objectives with innovative process improvement and execution. Effectively monitors program operation, managing and preparing reports, aggregating data insights and dedicated to eliminate costly weaknesses in operational and production processes. Client-focused and solutions-oriented with strong analytical mindset to deliver product value proposition.
Education
Raghu Institute of Technology - India
Bachelor of Technology - BTech
2011 — 2015
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