Bindhu Kethineni

Quality Analyst with 6 years of experience in user feedback analysis, issue categorization, and process optimization across Google applications. Proven track record in reducing issue resolution time through precise tagging, standardized SOPs, and cross-functional collaboration with development teams. Skilled in root cause analysis, quality assurance checks, trend identification, and performance reporting.

Additionally, has completed formal training in internal auditing practices to strengthen compliance and process governance, SOX, DET & OET, Risk Management.

POD Lead - Teleperformace

(2019-12 - 2026-01)

• Served as Subject Matter Expert (SME) for a pod of 25–30 analysts, guiding issue classification and resolution across multiple Google applications.
• Categorized issues according to predefined parameters, including severity, functionality, impact, and overall user experience.
• Conducted a comprehensive issue analysis to ensure accurate identification and classification of reported concerns.
• Leveraged Classifr tool along with Excel and Google Docs to implement standardized tagging protocols for efficient routing, tracking, and issue resolution.
• Proactively identified system bugs through daily analysis of ~1,000 feedback reports and collaborated directly with development teams to drive timely fixes and product enhancements.
• Reduced issue resolution time by designing standardized tags that enabled developers to instantly identify and fix issues, streamlining the entire resolution workflow.
• Maintained established quality standards while managing complex, high-volume feedback cases.
• Performed quality assurance checks to verify tagging accuracy, and ensure adherence to process guidelines.
• Identified recurring issue patterns and analysed trends to support product enhancement initiatives.
• Prepared detailed reports and maintained structured documentation to monitor and evaluate performance metrics.
• Developed and implemented internal process policies to enhance clarity, consistency, and operational efficiency in issue management.
• Created comprehensive Standard Operating Procedures (SOPs) and custom tagging frameworks for feedback analysis, enabling developers to immediately identify and resolve issues during app updates and new feature releases.
• Trained and mentored new team members on tagging protocols, SOPs, and quality standards, distributing workload across the pod to reduce individual report volume and improve overall team accuracy.
• Contributed to ongoing process improvement initiatives aimed at increasing productivity and operational effectiveness.

Bachelor of Technology & Sciences - JNTUH (2018)