# Chaitanya Swamy

Chaitanya Swamy is a remote worker on Himalayas, Quality Analyst / Team Lead at Tanama Software Private Limited, based in India.

Source: https://himalayas.app/@chaitanyaswamy

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 185k+ INR |
| Job categories | Service Desk Quality Lead, Team Lead |
| Skills | Service Desk QA, SLA Compliance, Quality Evaluation, Calibration Sessions, Root Cause Analysis, Continuous Improvement, Incident Management, Performance Management, ServiceNow, Genesys, Citrix, Microsoft W365 Cloud PC, Active Directory, PowerShell |

## About

```text
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

### Quality Analyst / Team Lead

Tanama Software Private Limited. Dec 2022 - Sep 2025

```text
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.
```

Skills: ServiceNow, Genesys, Quality-Assurance, SLA-Compliance, Root-Cause-Analysis, Stakeholder-Management, Training, Coaching

### Customer Support

Flipkart. Aug 2018 - Jan 2019

```text
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.
```

Skills: ServiceNow, Incident-Management, Troubleshooting, PowerShell, Customer-Satisfaction

## Education

### B.M.S. College of Engineering

Master of Business Management, Business Management. 2016 - 2018

```text
Master of Business Management degree from B.M.S. College of Engineering, Bengaluru, from 2016 to 2018.
```

### Alva's College

Bachelor of Computer Application, Computer Application. 2013 - 2016

```text
Bachelor of Computer Application degree from Alva's College, Moodbidri, from 2013 to 2016.
```

## Tech stack

- PowerShell
- Genesys
- Citrix
- ServiceNow

To contact Chaitanya, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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