Sudalairaj

About Sudalairaj

Championing Operational Precision & Customer Excellence I don’t just manage…

Experience

1. Quality Team Lead

   iOPEX Technologies

   Nov 2023 — Present · Chennai, IN

   Key Achievements & Impact:• Improved QA scores by 30% and reduced process errors by 28% by redesigning audit frameworks based on the COPC model, ensuring alignment between internal and client quality standards.• Built and delivered frequent analytical reports with actionable recommendations through KPI correlation studies between Quality and Customer KPIs (FCR, ASAT, CSAT, CES, AHT), enabling data-driven coaching and performance interventions.• Reduced external client callouts by establishing robust in-house control mechanisms, including spot audits, call disconnection and hold analysis, RMA reviews, and compliance checks — improving first-time accuracy and stakeholder confidence.• Identified and mitigated key operational risks in one project, implementing preventive actions that improved customer experience by 16% in the following project cycle.• Conducted “No Sale” analysis across two projects, resulting in revenue gains of $10 per call and $2 per call respectively, improving sales performance in application support functions.• Partnered with Product and Engineering teams on three AI-led development projects, contributing to:• AI-driven QA Portal for automated evaluation and analytics• Agentic AI Chatbot improving support response and knowledge management• Enterprise Reporting Dashboard for quality and operational insights• Conceptualized and pioneered the Quality Contest Program to foster a performance and customer-centric culture; led Quality Month Celebrations enhancing QA engagement and cross-functional collaboration.• Served as the Single Point of Contact (SPOC) for client quality governance, managing escalations and driving balanced performance across Quality, CX, and Operational KPIs.• Recognized for strong internal and external collaboration, ensuring effective project delivery, risk management, and continuous stakeholder alignment.

Education

• Anna University Chennai

  Bachelor of Engineering - BE, Electrical and Electronics Engineering

• Immersive Labs

  Cyber Million, Cyber/Computer Forensics and Counterterrorism

Skills

• Transmission Systems
• Power Distribution
• Electrical Wiring
• Ms Office,Internet Savy
• Electronics
• Gps
• Engineering
• Computer Network Operations
• Electrical Engineering