Astha Kothari

Senior Quality Lead with 14+ years of experience in BPO operations quality, audit governance, and process excellence across SaaS, EdTech, E-commerce, Financial Services, and Telecom. Experienced in leading quality functions, managing QA teams, conducting audit methodologies, performing root cause analysis, and delivering comprehensive reports and recommendations to stakeholders. Strong background in establishing and maintaining quality standards, driving corrective actions, ensuring compliance with quality and regulatory requirements, and implementing process improvement initiatives across global operations.

Immediately available | Open to Quality Manager and Quality Lead roles.

Senior Quality Lead - Vimeo Technologies - Remote

(2022-08 - 2026-01)

• Managed quality operations across Core, OTT, KYC, and Trust & Safety functions — establishing and maintaining quality standards, audit frameworks, and calibration models across APAC, EMEA, and AMER.
• Led and managed QA analysts (QA I & QA II) — providing guidance, coaching, and support to strengthen audit consistency and team performance.
• Conducted audit methodology across customer interactions, identifying process gaps and areas for improvement — developing comprehensive reports and recommendations for leadership and stakeholders.
• Performed root cause analysis on quality issues and escalation trends — driving corrective and preventive actions in collaboration with Operations and cross-functional teams.
• Ensured compliance with quality standards and regulatory requirements across KYC and Trust & Safety functions — maintaining audit readiness and documentation accuracy.
• Identified critical receipt-download defect through quality audits and drove cross-functional resolution, resulting in 7.45% CSAT improvement.
• Worked on global rollout of Zendesk QA (Klaus) — designed scorecards, audit workflows, and governance frameworks adopted across all regions.
• Delivered WBR/MBR reporting covering QA scores, KPIs, BQ, CSAT, SLA, and escalation trends to senior leadership.
• Recognition: Two-time "Pat on the Back Award" for quality excellence.

Senior Quality Analyst – Sales - Unacademy - Remote

(2021-01 - 2022-07)

• Audited inbound and outbound sales calls to evaluate quality standards, process adherence, and communication effectiveness.
• Worked on the Referral Revenue Pitching project — evaluating pitch quality and contributing to improvements in lead conversion.
• Applied Pareto analysis to identify high-impact quality gaps and drive improvement in QA scores across the team.
• Conducted coaching and feedback sessions with sales associates based on audit findings to improve performance.
• Facilitated calibration sessions to ensure consistency and alignment in quality evaluations across the team.
• Maintained dashboards and reports tracking key quality metrics and KPIs — consistently overachieved personal QA targets.

Quality Analyst - Conneqt & Teleperformance (Myntra Process)

(2018-08 - 2020-12)

• Implemented automated refund triggers, reducing ticket volumes and improving SLA and CSAT.
• Delivered QA scorecards, calibrations, and coaching to boost agent performance.
• Awarded Best Coach for Quality Performance.

QA / Team Leader - Tata Business Support Services (Yes Bank)

(2017-11 - 2018-07)

• Led QA operations for credit card support, ensuring audit readiness and regulatory compliance.
• Drove NPS improvement initiatives by analyzing detractor feedback and strengthening call quality.

Escalation Supervisor / QA - HGS & Mphasis (Idea Cellular)

(2012-06 - 2017-10)

• Managed high-priority escalations and QA audits, improving SLA compliance and floor efficiency.
• Led AHT baselining project, optimizing handle time without compromising quality.
• Recognition: Mphasis Value Award and Best QA at HGS.

PGDM - Operations - Symbiosis Centre for Distance Learning (2022 - 2022)

M.Com - DAVV, Indore (2016 - 2016)

B.Com - DAVV, Indore (2014 - 2014)