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Chaitanya Swamy

@chaitanyaswamy

Service Desk Quality Lead at Tanama Software Private Limited who raised QA scores from 90% to 94%.

At Tanama Software Private Limited, I served as a Quality Analyst / Team Lead and primary liaison between the Service Desk and internal teams. I conducted calibration sessions and monitored Genesys calls to support consistent QA evaluations and SLA adherence.

I spearheaded a Continual Improvement initiative that raised average QA evaluation scores from 90% to 94% over four months. At Flipkart, I managed incidents in ServiceNow and configured desktop systems to restore user functionality.

Experience

Work history, roles, and key accomplishments

Quality Analyst / Team Lead

Tanama Software Private Limited

Dec 2022 - Sep 2025 (2 years 9 months)

Acted as subject matter expert and liaison between Service Desk and internal teams, monitored agents via Genesys, conducted calibration sessions, and drove quality assurance and engagement initiatives.

ServiceNow Genesys Quality Assurance SLA Compliance Root Cause Analysis Stakeholder Management Training Coaching

Customer Support

Flipkart

Aug 2018 - Jan 2019 (5 months)

Managed end-to-end incident lifecycle using ServiceNow, executed scripts and configured desktop systems, and consistently met ticket quality standards while ensuring high customer satisfaction.

ServiceNow Incident Management Troubleshooting PowerShell Customer Satisfaction