Nitya Tanuja

Proven expertise in Quality Assurance, Team Leadership, Service Delivery, Process Improvement, Root Cause Analysis (RCA), Client Relationship Management, and Operational Excellence. Skilled in driving quality initiatives, leading cross-functional teams, conducting audits, mentoring employees, and delivering business outcomes through data-driven decision-making. Strong track record of improving quality performance, reducing operational errors, enhancing customer experience, and supporting organizational growth.

Team Lead - Cognizant Technology Solutions

(2018-07 - 2026-02)

• Reduced operational errors by 30% through targeted quality improvement initiatives and coaching programs.
• Led quality governance and service excellence initiatives supporting global service desk operations.
• Collaborated with operations, training, quality, and knowledge management teams to improve performance and customer experience.
• Successfully managed stakeholder communications through Weekly, Monthly, and Quarterly Business Reviews.
• Led quality assurance programs to ensure adherence to client and organizational standards.
• Conducted quality audits and performance evaluations to identify improvement opportunities.
• Performed Root Cause Analysis (RCA) and implemented corrective action plans.
• Facilitated calibration sessions with clients and operational teams to maintain scoring consistency.
• Prepared quality reports, dashboards, KPIs, and business performance presentations.
• Conducted certifications, mock calls, and onboarding programs for new hires.
• Managed dispute resolution processes and reviewer feedback mechanisms.
• Partnered with stakeholders to improve quality processes and operational efficiency.
• Conducted team huddles, coaching sessions, and performance reviews.
• Supported knowledge management initiatives through process documentation and continuous improvement recommendations.

Senior Quality Analyst - Accenture Solutions Pvt. Ltd.

(2017-07 - 2018-07)

• Developed Excel-based dashboards to track audit performance and provide actionable insights.
• Improved reviewer performance through structured coaching and quality interventions.
• Conducted quality audits and identified process improvement opportunities.
• Performed quality audits and compliance reviews.
• Conducted Root Cause Analysis for quality deviations and operational errors.
• Collaborated with stakeholders to execute quality improvement initiatives.
• Facilitated client review meetings and performance discussions.
• Trained and mentored new employees on quality standards and process requirements.
• Managed reviewer disputes and escalations.
• Supported operational teams in achieving productivity and quality targets.

Quality Analyst - GlobalLogic

(2016-05 - 2017-07)

• Achieved 100% productivity and quality targets.
• Received Recognition & Rewards (R&R) Award for outstanding performance.
• Contributed process improvement ideas that enhanced team efficiency and collaboration.
• Conducted quality audits and monitored team performance.
• Prepared weekly quality observation reports and improvement recommendations.
• Facilitated one-on-one coaching sessions with reviewers.
• Conducted process knowledge transfers and calibration sessions.
• Participated in client meetings and project review discussions.
• Recommended enhancements to internal tools and workflow processes.

Business Support Executive - OMICS International

(2015-10 - 2016-05)

• Managed customer inquiries through phone, email, and chat support channels.
• Resolved customer issues and complaints while maintaining service quality standards.
• Consistently achieved KPIs including CSAT and Average Handle Time targets.
• Assisted customers with product and service-related inquiries.
• Mentored new team members on customer service best practices and CRM navigation.

Bachelor of Technology (B.Tech) - Computer Science & Engineering - SVP College of Engineering