Professional Overview
Sunitha Ashok currently serves as a Deputy Manager at HCLTech since April 2024, based in Bengaluru, Karnataka, India. She possesses extensive expertise in Quality Assurance (QA), specifically as a Senior Quality Assurance Specialist with a history of impactful leadership and subject matter expertise in both voice and non-voice processes. Her profile also highlights a creative side as a fashion illustrator, though the primary focus remains on her quality assurance and process management capabilities.
Career and Experience
- HCLTech (April 2024 – Present)
- Role: Deputy Manager
- Responsibilities encompass leading project teams to develop client-centric policies and procedures, implementing initiatives that enhance user satisfaction and increase client retention, and streamlining workflows to optimize efficiency.
- She prepares and delivers monthly service reports (MSR) covering ticket status updates, Critical Performance Indicator (CPI) performance metrics, Weekly performance and Key Operational Metrics (KOM), and shares these insights with clients and internal teams.
- Manages Service Level Agreement (SLA) reporting and feedback loops, ensuring timely one-time closure of tickets and monitors Customer Satisfaction (CSAT) and Dissatisfaction (DSAT) metrics, which she takes action on to drive resolution.
- Regularly creates and disseminates monthly status presentations and conducts thorough KPI analysis, enabling identification and remediation of process and workflow gaps.
- Functions as an individual contributor in audit management, performing quality audits to maintain high performance standards and integrity, providing targeted feedback to improve team scores and customer experience.
- Trains and coaches newly recruited staff, providing knowledge transfer particularly around process adherence and chat transcript quality.
- Accenture (July 2018 – September 2024)
- Held the position of Senior Subject Matter Expert, gaining significant experience over approximately six years across Karnataka, India.
- Roles included comprehensive leadership in quality control, auditing, and performance improvement with a dual focus on voice and non-voice service processes.
Key Skills and Competencies
- Quality Assurance & Audit Management
- Client-Focused Process Improvement
- KPI & SLA Reporting and Analytics
- Team Leadership and Training
- Root Cause Analysis and Problem Resolution
- Multi-Channel Customer Support Processes (Voice & Non-Voice)
- Performance Metric Monitoring (CPI, CSAT, DSAT)
- Presentation and Reporting to Clients and Internal Teams
Achievements and Recognitions
- Recipient of the Client Recognition - Extra Mile Award, acknowledging her exceptional client service delivery and commitment.
- Awarded the NPS Star Award and Chat Quality Recognition, highlighting excellence in customer experience and communication quality.
- Demonstrated impact through product issue resolution via consumer testing, showcasing analytical and problem-solving abilities in operational contexts.
- Played a pivotal role in training and coaching new team members, accelerating onboarding and elevating quality standards.
Education
- Bachelor of Computer Applications (BCA), 2015 – 2018
- _Kristu Jayanti College Autonomous, Bengaluru_
- Additional credentials in Fashion/Apparel Design and Illustration from INIFD Institute, complementing her professional profile with creative multidisciplinary skills.
Location and Network
- Based in Bengaluru, Karnataka, India
- LinkedIn followers: 11 (indicating a moderate professional network)
- LinkedIn profile: [linkedin.com/in/sunithaashok](https://www.linkedin.com/in/sunithaashok/)
Strategic Insights
Sunitha Ashok’s profile combines strong leadership in quality assurance with operational excellence at HCLTech, supported by a consistent track record of measurable outcomes such as enhanced customer satisfaction and efficient ticket resolution. Her ability to deliver detailed performance metrics and reporting, alongside process optimization and staff development, positions her as a key operational stakeholder in client service delivery frameworks within HCLTech.
Given her recent transition to Deputy Manager at HCLTech, she likely has an expanding influence in policy formation and team management. Her previous long tenure at Accenture as a Senior Subject Matter Expert attests to deep industry experience and process expertise, valuable for stakeholders aiming to align with quality frameworks and operational improvements within HCLTech.
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