Likitha Poludasu
Quality Assurance Specialist
- Role
- Quality Assurance Specialist at Milestone Technologies, Inc.
- Location
- Hyderabad, TG, IN
- LinkedIn followers
- 500 followers
About Likitha Poludasu
Finding creative solutions to problems is something I have always enjoyed. As a kid I…
Experience
Quality Assurance Specialist
Dec 2024 — Present · Hyderabad, IN
Experienced QA professional supporting multiple technical teams. Focused on driving operational excellence, improving agent performance, and enhancing end-user satisfaction through detailed audits, coaching, and data-driven insights.Key Responsibilities: •Ticket Auditing: Conducted daily QA audits on incident and service request tickets across all support teams to ensure adherence to process and quality standards. •Agent Coaching & Feedback: Delivered personalized coaching sessions and actionable feedback to enhance individual and team performance. •Performance Tracking: Maintained detailed Excel trackers to monitor agent KPIs, QA scores over time. Quality feedback Trend Analysis: Performed deep-dive analyses into DSAT (dissatisfaction) cases, identifying root causes and trends to improve customer experience. •Cross-Team Collaboration: Partnered with leads from multiple support domains to align quality efforts with evolving business and technical needs. •QA Reporting: Created and presented impactful QA insights, and presentations for leadership reviews and monthly service delivery calls. •Continuous Improvement: Flagged recurring issues and improvement areas, enabling teams to proactively resolve quality gaps and streamline support processes.Tools Used:ServiceNow | Internal QA platforms | Collaboration tools (Teams/Slack)|google workspace |Microsoft suite
Education
Loyola Academy Hyderabad
B.sc Computer Data Science and Data Analytics Engg
2018 — 2021
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