Quality Assurance Team Leader
Resume:
CONTACT :
Manori, Malad West, Mumbai
*****.******@***.***
*********@*****.***
CORE COMPETENCIES
• Quality assurance expertise
• Training and mentoring
• Quality Process Audits
• Team Supervision & Task
Delegation
• Reporting
• Issue Escalation & Resolution
PERSONAL DETAILS
Date of Birth: 22nd November 1986
Marital Status: Married
Nationality : Indian
LANGUAGES KNOWN
English
Hindi
Marathi
Recho Dsouza
PROFESSIONAL SUMMARY
Team Leader in operations management, quality assurance, and team support. Proven ability to oversee day-to-day activities, manage MIS reporting, and foster a collaborative work environment. Known for staying organized, resolving issues effectively, and helping team members stay aligned with performance goals. Currently exploring new internal opportunities as the current process winds down.
WORK HISTORY
Team Leader
Tata Consultancy Services (TCS) – Mumbai, Maharashtra August 2023 – Present
In my current role, I lead a team by managing day-to-day operations, allocating tasks, and tracking progress to ensure team goals are met. I have handled key MIS reports covering attendance, productivity, and quality, which support decision-making and performance monitoring. I routinely follow up on task completion, address any delays or issues, and provide guidance or escalate matters as needed. My responsibilities also include cross-team coordination to maintain process compliance and deliver a smooth workflow. By creating a supportive environment and offering constructive feedback, I help the team consistently improve and meet expectations.
Subject Matter Expert (SME)
Tata Consultancy Services (TCS) – Mumbai, Maharashtra 2017 – 2023
As an SME, I acted as a key resource for the team, offering process- specific expertise and assisting in the resolution of complex queries. I was actively involved in creating and updating training materials and contributing to process documentation that supported new joiners and existing team members. I facilitated training sessions, addressed recurring issues, and provided feedback through structured forms, which were then shared with agents or escalated as necessary. I worked closely with leadership to highlight trends and propose process improvements that enhanced both efficiency and accuracy.
Quality Analyst
Tata Consultancy Services (TCS) – Mumbai, Maharashtra March 2010 – 2017
As a Quality Analyst, my primary responsibility was to audit and assess the work of agents to ensure it met predefined quality standards. I conducted regular quality checks, tracked recurring issues, and shared feedback to support performance improvements. I used internal tools to record observations, and these were communicated back to the agents or escalated when required. My eye for detail and focus on consistency helped maintain high service standards and supported the team in aligning with client expectations.
EDUCATION
Bachelor of Management Studies (BMS)
Mumbai University – Mumbai
Graduation Year: 2007
Higher Secondary Certificate (H.S.C)
Mumbai University – Mumbai
Year of Completion: 2004
Secondary School Certificate (S.S.C)
Mumbai University – Mumbai
Year of Completion: 2002
Date :
Place : Mumbai (Recho Dsouza)
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