Simon

Quality Assurance Associate Manager with 12+ years of progressive experience at Matrimony.com, specializing in internal audits, call quality management, and process optimization. Proven expertise in Six Sigma Yellow Belt methodologies, root cause analysis, and team leadership. Consistently delivered measurable improvements in compliance, customer satisfaction, and operational efficiency. Strong background in data-driven decision-making and cross-functional collaboration.

Associate Manager – Quality Assurance at Matrimony.com (2021-09 – Present)

• Conducted monthly internal audits across 500+ customer interactions, identifying process gaps and non-conformities with 95% accuracy rate
• Designed and implemented quality KPIs and dashboards, enabling real-time monitoring of call quality and first-call resolution metrics
• Led Six Sigma Yellow Belt project using DMAIC approach, achieving 12% reduction in repeat customer calls and improving customer satisfaction scores by 8%
• Implemented root cause analysis for recurring non-compliance issues, driving corrective actions that reduced critical defects by 15%
• Mentored and coached quality team of 9+ members, improving average QA audit scores by 10% within 6 months
• Collaborated with operations and customer service teams to develop and enforce standardized quality procedures and SOP documentation
• Analyzed customer feedback and quality metrics to identify process enhancement opportunities in the product lifecycle

Finance & Service – Quality Support at Matrimony.com (2021-02 – 2024-08)

• Monitored quality compliance across finance and service operations, ensuring 98%+ adherence to SLAs and customer requirements
• Processed and analyzed customer requests, refunds, and service escalations while maintaining quality standards
• Supported new process implementations through quality audits and staff training initiatives
• Created performance reports highlighting quality trends and improvement recommendations for senior management

Escalation Specialist at Matrimony.com (2017-01 – 2020-12)

• Managed high-priority customer escalations with 92% resolution rate within defined SLAs, improving Net Promoter Score (NPS) by 12 points
• Conducted root cause analysis on escalated issues to identify systemic process improvements
• Resolved customer concerns while maintaining service excellence and loyalty, reducing repeat complaints by 18%
• Coordinated with cross-functional teams to implement long-term solutions for recurring customer issues

Trainer Assistant & Quality Coach at Matrimony.com (2020-02 – 2020-07)

• Trained 50+ new customer service representatives on quality standards, product knowledge, and service protocols
• Developed training materials and quality assessment tools to evaluate trainee performance
• Achieved 85% first-attempt quality pass rate among trained employees within first 90 days
• Provided one-on-one coaching to underperforming team members, improving their quality scores by average of 20%

Customer Service Specialist at Matrimony.com (2013-06 – 2016-12)

• Handled 100+ customer inquiries daily with exceptional service delivery and issue resolution expertise
• Promoted additional products and services, contributing to increased revenue and customer lifetime value
• Maintained comprehensive product knowledge and communicated feature benefits to customers
• Processed returns, refunds, and exchanges in strict accordance with company policies
• Provided actionable feedback on product improvements to align offerings with customer needs and market demands

Bachelor of Arts in English Literature – Annamalai University