Anisha Kala
@anishakala
I create technical documentation and knowledge bases for mortgage, insurance, and service-management processes.
IndiaWhat I'm looking for
I've created technical documentation, SOPs, user guides, runbooks, and knowledge base articles for mortgage, insurance, and service-management processes at MODER and HCL Technologies. At HCL, I supported migration and integration work and received a Start Award for contributing to the creation and updating of 1,500+ knowledge base articles.
My background also includes quality analysis at Tech Mahindra and Accenture, where I audited voice calls, coached agents, performed 5 Why analysis, managed escalations, and prepared reports and dashboards. I enjoy translating complex process information into clear documentation for technical and non-technical audiences.
Experience
Work history, roles, and key accomplishments
Technical Content Writer – Senior Analyst
MODER
Apr 2026 - Present (4 months)
Created and maintained technical documentation for mortgage and insurance processes, ensuring accuracy and compliance. Developed user guides, SOPs, and knowledge base articles, collaborating with SMEs and cross-functional teams.
Created knowledge base articles and SOPs, managed tickets and service requests, and conducted weekly meetings with managers and clients. Awarded for exceptional contribution to KB creation during migration, updating 1500+ KBs.
Audited real-time voice calls, coached agents, performed 5 Why analysis, and prepared reports and dashboards for management. Received appreciation for maintaining high team performance.
Monitored voice call quality, provided feedback to CSRs, identified workflow improvements, and provided training. Handled escalations and earned recognition for conducting short call audits.
Education
Degrees, certifications, and relevant coursework
Pondicherry University
Bachelor of Technology, Computer Science
2015 - 2019
Pursued a Bachelor of Technology in Computer Science, focusing on software development and engineering principles.
Alagappa University
Bachelor of Computer Applications, Computer Applications
2013 - 2016
Completed a Bachelor of Computer Applications, gaining foundational knowledge in computing and applications.
Maharashtra State Board of Technical Education
Diploma, Computer Engineering
2011 - 2014
Earned a Diploma in Computer Engineering, covering core computer engineering topics.
Central Board of Secondary Education
Higher Secondary Certificate, Science
2011 - 2011
Completed 12th grade with a focus on Physics, Chemistry, and Mathematics.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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