Srikanth Satpute

Senior Quality Analyst with 8+ years of experience in BPO and contact center quality management, specializing in quality audits, compliance monitoring, root cause analysis (RCA), and corrective action implementation (CAPA). Proven track record of improving compliance by 18%, reducing escalations by 12%, and accelerating reporting by 30% through data-driven dashboards and process optimization. Experienced in Lean Six Sigma methodologies, performance metrics (CSAT, AHT, FCR), and stakeholder calibration.

Skilled in Excel, Python, SQL, and data visualization to support operational decision-making and quality improvement initiatives.

Senior Quality Analyst at Red.Health (2022-11 – 2025-02)

Senior Quality Analyst at Red.Health conducting comprehensive quality audits and process improvements

• Conducted 500+ monthly quality audits across 200+ agents maintaining 99.5% audit accuracy through CTQ analysis
• Developed 5+ KPI dashboards using Excel and Python reducing management reporting time by 30%
• Standardized QA checklists and SOPs for consistent compliance
• Led calibration sessions translating audit insights into targeted coaching and performance plans
• Implemented Lean Six Sigma methodologies improving operational efficiency by 15%

Senior Quality Analyst at BigBasket.com (Tata Group) (2019-01 – 2022-11)

Senior Quality Analyst managing quality audits and escalation tracking for BigBasket.com

• Analyzed 6000+ monthly quality audits improving compliance by 18% through structured calibration
• Designed 8+ dashboards for quality and escalation tracking to support faster decision-making
• Maintained 99.5% audit accuracy while performing RCA and CAPA on recurring quality risks
• Reduced agent disputes through manager calibration and Voice of Customer analysis

Senior Quality Analyst at GVK Emergency Management (2018-06 – 2019-01)

Senior Quality Analyst evaluating emergency service calls for GVK Emergency Management

• Evaluated 800+ emergency service calls ensuring adherence to response protocols
• Built real-time quality dashboards supporting operational monitoring
• Collaborated with training teams to improve high-stakes contact center performance

Quality Analyst at HDB Financial Services (2016-02 – 2018-04)

Quality Analyst at HDB Financial Services conducting escalation analysis and performance tracking

• Conducted escalation analysis and implemented RCA-driven CAPA strategies reducing escalations by 12%
• Tracked QA metrics for 150+ agents providing onboarding and performance insights

Master Program in AI Engineer – Simplilearn & IBM (2025)

B.E. in Computer Science – Methodist College of Engineering & Technology (2012)