Tejeswar Shankar

A dedicated Sr.

Quality

Analyst with over 3 years of experience, adept at enhancing process efficiency and mitigating operational risks through advanced Data Analysis and Quality Analysis. Successfully administered 450+ internal quality audits, significantly improving compliance scores and strengthening quality governance. Leverages proficiency in Statistical Reporting, risk management, and continuous improvement frameworks to drive sustainable operational excellence and elevate customer experience.

Possesses strong Communication and Adaptability skills for effective stakeholder engagement and cross-functional collaboration.

Sr. Quality Analyst at Tech Mahindra (2017-03 – 2026-06)

• Spearheaded quality assurance initiatives, monitoring 6 key production metrics and identifying 4+ consistency gaps, leading to corrective actions that improved overall service delivery performance by 5% within 6 months.
• Generated monthly and quarterly quality dashboards, providing guidance with actionable insights that led to a 2% reduction in critical quality defects within 6 months.
• Executed over 100 manual and automated test scripts, identifying and documenting 2 critical defects that resulted in a 5% improvement in system stability and achieved 95% compliance with regulatory requirements.
• Executed over 4 first article and random inspections annually, resulting in a 6% reduction in quality deviations and ensuring 95% adherence to customer standards and contractual obligations.
• Analyzed operational data trends for 4+ key processes, identifying security risks that led to a 4% reduction in critical incidents and performance gaps that improved system efficiency by 5% within 5 months.
• Developed and delivered 5+ quality training programs in collaboration with management, enhancing employee skills and creating standardized quality documentation frameworks that reduced process errors by 3% over 6 months.
• Provided 6+ quality insights during strategic meetings, directly influencing planning for short-term stabilization initiatives and long-term process optimization, resulting in a projected 5% efficiency gain within 6 months.
• Administered 450+ internal quality audits, identifying systemic gaps and enabling corrective actions that improved compliance scores significantly.
• Reduced repeat defects by 6% and escalations by 5% within 6 months by implementing structured root cause analysis and preventive controls, enhancing process stability.
• Strengthened quality governance by implementing new protocols, resulting in a 6% increase in audit readiness scores and a 5% rise in client happiness ratings within 6 months.
• Navigated high-volume transaction environments by executing end-to-end workflows, ensuring 6% accuracy and reducing processing time by 5% for over 20 daily transactions.
• Served as subject matter expert, providing guidance on policies, procedures, and systems to 400+ users, improving operational consistency and reducing process errors by 5% over a 3-month period.
• Improved SLA compliance by 5% during high-volume periods, reducing average turnaround delays by 2% and supporting an increased workload of 50+ tickets per week.

Process Developer at Genpact India Services (2014-05 – 2017-02)

• Provided advanced technical support, diagnosing and resolving an average of 20 hardware and software issues per week, resulting in a 6% reduction in user downtime and a 5% increase in overall productivity.
• Improved client happiness by 8% through systematic post-resolution follow-ups, reinforcing service quality standards over a 6-month period.
• Improved first-call resolution rates by 4%, reducing repeat tickets by 2% and saving support costs.

Sr. Technical Support Officer at Convergys India Services (2011-07 – 2013-11)

• Resolved an average of 10 technical support tickets daily, encompassing desktop, laptop, and connectivity issues, resulting in a 5% reduction in client downtime over a 6-month period.
• Executed system diagnostics on a critical production system, identifying 4 key root causes and implementing sustainable technical fixes that reduced system downtime by 2% over a 6-month period.
• Improved client confidence by 5% through proactive communication and meeting 90% of resolution timelines for over 100 clients.

Technical Specialist at Yogi Technical Services (2010-02 – 2011-06)

• Executed system diagnostics on a critical production system, identifying 4 key root causes and implementing sustainable technical fixes that reduced system downtime by 2% over a 6-month period.
• Improved client confidence by 5% through proactive communication and meeting 90% of resolution timelines for over 100 clients.

PG Diploma in Data Analytics – International Institute of Information Technology (2020-09 – 2021-10)

MBA in Information Technology – Sikkim Manipal University Distance Education (2015-05 – 2020-02)

Bachelor of Technology in Information Technology – Kurukshetra University (2004-07 – 2008-06)