Vinod Kumar Rodda
Quality Analyst | Call Quality Auditing | Process Improvement
Results-driven Quality Analyst with 3+ years of experience in quality assurance, call monitoring, and process improvement. Proven track record of enhancing agent performance through data-driven insights and coaching. I am passionate about developing quality dashboards, conducting root cause analysis, and collaborating with cross-functional teams to optimize customer experience and operational efficiency.
🎓 Education
- Malla Reddy College of Engineering, Hyderabad Bachelor of Technology (B.Tech) in Computer Science and Engineering 2017 - Present
- Sri Chaitanya Junior College, Kukatpally, Hyderabad Intermediate in Mathematics and Science 2015 - 2017
💼 Work Experience
| Period | Position | Company |
|---|---|---|
| Jan 2023 – Feb 2026 | Call Quality Analyst | Essencea Infoserv, Gachibowli, Hyderabad |
| Aug 2022 – Jan 2023 | Customer Care Professional | Essencea Infoserv, Hyderabad |
⚡ Professional Skills
Quality Assurance & Auditing
Microsoft Excel (Advanced)
Google Sheets & IMPORTRANGE
Root Cause Analysis (RCA)
Process Improvement & Coaching
Ameyo Call Monitoring Platform
🏆 Key Achievements
- Developed automated quality KPI dashboard integrating multiple data sources, reducing manual reporting time by 60%
- Successfully reduced average case handling time through process optimization and elimination of redundant workflows
- Maintained 95%+ audit accuracy while processing daily quality evaluations across multiple client programs
- Conducted daily 30 quality audits of customer calls, evaluating agent performance against client guidelines
- Monitored and assessed a team of 25 agents on process compliance, system navigation, and communication parameters
- Delivered actionable feedback and coaching sessions to drive performance improvement
🗣️ Languages
English
Fluent
Hindi
Fluent
Telugu
Native