Lohith Kumar

Experience

• 

  Cognizant

  Mar 2023 - now

  Manage the task quality process, end to end, rating tasks, reporting bugs etc according to TAT and SLA's. Generate daily/Weekly quality reports on all modules online/offline to be shared with the client.Expert knowledge of the policy documents and keep on top of updates. Maintain required quality performance metrics<=2%.Identify trends in quality from system-Op-user. Conduct feedback sessions both one on one and group setting. Live support function to Operators Working on Google Duplex Operations•Experience in leveraging the Blue Ginger tool, both for outcome reviews and call analysis.•Responsible for evaluating Google AI during client interactions and delegating cases based on AI behaviors for further source code development by our programming team.

  • Quality control

    Apr 2024 - now

  • Process Executive

    Mar 2023 - Apr 2024