Ishita Chandra

Qa & Ops Lead @Cognizant

Hyderabad, IN

Led process excellence initiatives by conducting deep trend analyses and identifying quality opportunities to streamline workflows, reduce operational bottlenecks, and increase efficiency through automation and AI-driven solutions- Spearheaded floor support initiatives to ensure day-to-day operational smoothness, driving impactful changes that enhanced service delivery and agent performance across teams- Developed and maintained SOPs, inventing and simplifying processes in alignment with SLA, production, and quality targets—resulting in consistent compliance with business metrics and improved operational throughput- Managed procurement, training, and utilization, ensuring optimal allocation of resources while maintaining a highly skilled and knowledgeable workforce across multiple functions- Drove innovation through prompt engineering and testing, incorporating AI tools to automate repetitive tasks, improve service depth, and reduce turnaround time, ultimately enhancing user experience and delivery speed- Owned client engagement through WBR, MBR, and QBR, including data presentation, business reporting, and insights- Collaborated cross-functionally with engineering, QA, and operations to identify product opportunities and refine launch strategies through A/B testing and stakeholder feedback loops- Authored comprehensive process and product documentation, ensuring transparency, scalability, and alignment across internal and external stakeholders- Championed a culture of quality and compliance, conducting regular audits, leading agent support, and resolving escalations to maintain high client satisfaction and internal accuracy rates- Facilitated client meetings and stakeholder reviews, aligning business goals with performance metrics and strategizing on brand positioning, operational growth, and delivery efficiency.

St.Xavier's College, Kolkata

Bachelor of Science - BS

Institute of Management Technology, Nagpur

PGDM

The Assembly of God Church School - India

High School/Secondary Certificate Programs