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Jaishree Reddy

@jaishreereddy

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I lead customer support operations, improving quality, efficiency, and customer outcomes through data.

India

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What I'm looking for

I'm looking to lead customer experience or support operations where I can develop teams, use data to improve quality and efficiency, resolve operational issues at the source, and deliver stronger customer outcomes.

At Google Operations Center, I lead 25 customer-support associates, owning daily operations, workload allocation, escalations, SLAs, and team performance across CSAT, AHT, FCR, quality, productivity, and compliance.

I turn operational data into action through KPI monitoring, MIS dashboards, performance reporting, forecasting, root cause analysis, and targeted coaching. I also partner with Operations, Quality, Training, Recruitment, and HR to improve workflows and drive change.

Previously, I strengthened service standards as a Senior Quality Assurance Analyst at Google Operations Center and as a Quality Analyst at Genpact, leading audits, calibrations, compliance reviews, training, and improvement recommendations.

My Lean Six Sigma projects reduced AHT by up to 25%, increased FCR by 20%, improved quality scores by 10%, and reduced redundant queries by 30%. I bring hands-on people leadership, operational discipline, and a focus on better customer and team outcomes.

Experience

Work history, roles, and key accomplishments

Current

Acting Team Lead

Current

Google Operations Center

Jan 2024 - Present (2 years 8 months)

Directly manage and motivate 25 customer-support associates, setting individual and team goals for CSAT, AHT, FCR, quality, productivity, and compliance. Own day-to-day operations and lead weekly 1-on-1s, team meetings, and coaching sessions.

Team Leadership People Management Coaching and Mentoring Performance Development Escalation Management SLA Management CSAT AHT FCR Speed And Quality Metrics Compliance MIS Reporting KPI Dashboards Root Cause Analysis Lean Six Sigma Change Management Cross Functional Collaboration

Senior Quality Assurance Analyst

Google Operations Center

Jan 2022 - Jan 2024 (2 years)

Ran calibration sessions and quality audits across a large customer-support organization to maintain evaluation accuracy and consistent service standards. Performed root cause analysis on quality and compliance gaps and implemented corrective and preventive actions.

Quality Audits Calibration Sessions Root Cause Analysis CAPA Quality Trends Training Needs Identification MIS Reporting Dashboarding SOP Adherence Regulatory Compliance

Quality Analyst

Genpact India

Oct 2019 - Oct 2022 (3 years)

Evaluated customer calls and chats, delivered real-time agent feedback, and monitored adherence to quality and compliance frameworks. Managed client escalations, dip checks, randomized audits, and compliance reviews while maintaining high accuracy standards.