ammu krishnan
@ammukrishnan
QA and training leader specializing in US banking mortgage quality, SLA reporting, and continuous improvement.
IndiaWhat I'm looking for
I’m a Lead, Quality and Training professional with 6+ years of QA expertise and 8+ years of experience in customer service, focused on US banking & mortgage operations. I ensure quality standards through SLA/SOP adherence, regulatory compliance alignment, and actionable insights from VOC and performance data.
In my current role as a Quality Analyst at Infosys BPM Ltd, I manage end-to-end Quality Assurance for US – Mortgage, Deposit Operations, and Service Delivery. I prepare and publish SLA, SOP, ATA (Accuracy Trend Analysis), and PCA (Process Capability Analysis) reports monthly for stakeholder reviews (QBR/MBR), drive Lean-based quality improvement projects, and reduce returns % by 0.9 (from 2%). I also perform Root Cause Analysis (including 5y and fish bone), implement CAPA, and devise FMEAs to manage process risks and support CCAT/Risk Compliance audits.
Previously at Concentrix India Pvt Ltd as Lead, Quality and Training, I conducted quality audits across LOBs, performed Survey Analysis/VOC, and led joint call monitoring with Operations, Training, and Client teams. I supported risk visibility with hygiene audits, performed TNI for respective LOBs, and served as a Backup Trainer—training three batches during trainer absence with 98% throughput—while driving interventions for bottom quartile associates.
Experience
Work history, roles, and key accomplishments
Quality Analyst
Infosys BPM Ltd
Aug 2024 - Present (1 year 11 months)
Managed end-to-end quality assurance for US mortgage and banking processes, ensuring compliance with regulatory and client SLA requirements. Produced SLA/SOP/ATA/PCA reports, led Lean-based quality improvement projects, and performed root cause analysis and CAPA to reduce operational issues.
Performed quality audits and provided monitoring-based feedback across multiple lines of business. Conducted VOC/survey analysis, root cause analysis for misinterpreted calls, and supported training through call monitoring and training needs identification.
Quality Analyst – Customer Experience
Skill Lync Pvt Ltd
May 2022 - Apr 2023 (11 months)
Improved customer and learner experience through quality dashboards, call monitoring, and analysis of DSAT and free-text feedback. Conducted recovery calls, recovery-oriented RCA, and published daily ACPT/DSAT reporting to support continuous improvement.
Worked across customer support and escalations, then progressed into senior quality analysis with ownership of audits, calibration, and KPI monitoring. Conducted RCA and corrective actions, including BOT-related analysis and workflow auditing, to improve CSAT and quality benchmarks.
Technical Support Engineer
CSS Corp Pvt Ltd
Sep 2018 - Dec 2018 (3 months)
Provided technical support by responding to customer tickets and handling escalations based on an escalation matrix. Maintained high CSAT through customer-centric troubleshooting and record management.
Associate Customer Support
Quscient Technologies
Jul 2018 - Sep 2018 (2 months)
Supported students with course selection, eligibility guidance, and onboarding by reviewing study history and maintaining knowledge resources. Coordinated recruiting/orientation activities and supported student onboarding preparation including documentation guidance.
Education
Degrees, certifications, and relevant coursework
Sri Sairam Engineering College
Bachelor of Engineering, Electrical and Electronics Engineering
2014 - 2018
Grade: 72%
Completed a Bachelor of Engineering in Electrical and Electronics Engineering (72%) from 2014 to 2018.
Velammal Matriculation Higher Secondary School
Higher Secondary School, Biology
2013 - 2014
Grade: 94%
Completed Higher Secondary education in the Biology stream (94%) from 2013 to 2014.
Velammal Matriculation Higher Secondary School
High School, Biology
2011 - 2012
Grade: 96%
Completed High School education in the Biology stream (96%) from 2011 to 2012.
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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