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Srivatsava Bammidi

@srivatsavabammidi

Message

Quality Team Lead driving audit governance, CSAT improvement, and team performance with Six Sigma rigor.

India

Message

What I'm looking for

I’m looking to lead quality and audit governance where I can improve CSAT, reduce escalations, and strengthen compliance through data-driven process improvement, calibration, and Six Sigma methodologies—while mentoring QA teams to consistently hit SLAs.

I’m a Quality Leader with 6+ years of experience in BPO, focused on Quality Assurance, audit governance, and team leadership. I’m known for strengthening compliance, improving customer experience, and building high-performing QA teams through coaching and consistent quality frameworks.

I’ve driven measurable results, including reducing escalation volume by 80% (50 → 10 per month) through targeted process improvements. I also led social media escalation quality initiatives, improved CSAT by ~10%, audit score by 15%, and reduced social media escalations by 25%, while maintaining 100% compliance across vendor audits.

In my recent roles, I’ve led Quality Analyst teams in hybrid/WFH environments, managed end-to-end vendor audits, and ensured daily and compliance audits aligned to SLA standards. I run calibration sessions, implement data-driven process improvement plans, and standardize SOP logic and knowledge-base updates to improve agent adherence and performance.

Experience

Work history, roles, and key accomplishments

Current

Quality Team Lead

Current

Zepto

Mar 2025 - Present (1 year 3 months)

Led a team of 7 Quality Analysts supporting 150 agents in a hybrid/WFH environment, ensuring consistent QA benchmarks and SLA adherence. Drove audit governance, end-to-end vendor audits, and social media escalation quality, while running calibration sessions and implementing process improvements.

Quality Assurance SLA Social Media Escalations Calibration

Quality Team Lead

Zepto

Aug 2024 - Feb 2025 (6 months)

Managed a team of 15 Quality Analysts overseeing quality for 350 agents, handling escalation audits across operations. Owned multi-channel quality (social media and customer support), identified process gaps, and delivered actionable insights to improve audit outcomes and customer experience.

Quality Assurance Multi Channel QA Social Media QA Calibration

Quality Team Lead

Conneqt Business Solutions

May 2023 - Sep 2023 (4 months)

Led quality operations across 4 accounts with a 250-agent headcount, ensuring SLA adherence and compliance with defined quality standards. Owned audit planning, OJT monitoring, and calibration governance, and delivered performance reports and improvement strategies to clients.

Quality Assurance SLA Audit Plans OJT Calibration Compliance Management Performance Management

Quality Team Lead

Hexaware Technologies

Jul 2022 - May 2023 (10 months)

Managed multi-location QA operations, standardizing processes and implementing a quality framework to strengthen audit compliance. Produced WTD/MTD/QTD KPI reports, delivered RCAs and coaching frameworks, and reduced process deviations.

Quality Assurance Audit & Compliance KPIs Coaching Process Standardization Compliance Governance

Senior Quality Analyst

Concentrix Daksh Private Limited

May 2017 - Dec 2020 (3 years 7 months)

Audited customer interactions and delivered actionable feedback to improve performance and quality standards. Conducted training sessions and analyzed D-SAT/N-SAT trends to identify root causes and improve customer experience.

Quality Assurance Training & Enablement Root Cause Analysis D SAT N SAT Analysis Coaching KPI Tracking Performance Improvement