Santhosh Kumar
Dubai
Summary
Results-driven Lead Quality Analyst with over 7 years of expertise in healthcare operations and data analytics, skilled in utilizing Power BI and Six Sigma methodologies. Successfully led a 20-member team to achieve a 30% reduction in errors, significantly enhancing customer satisfaction. Strong skills in process optimization and stakeholder engagement, leveraging data-driven insights to inform strategic decision-making. An innovative technology professional with a proven track record of aligning technical solutions with business objectives and driving projects from inception to completion, contributing to overall organizational growth and success.
Overview
7
7
years of professional experience
Work History
Lead QA
Guidehouse India
01.2023 - 11.2025
- Amplified quality metrics & achieved KPI targets by orchestrating the efforts of a 20-member team, driving process improvements & operational excellence
- Trained and mentored team members, reducing onboarding time by 20%.
- Directed the allocation of work tasks to ensure timely project completion, positively influencing project schedules.
- Optimized stakeholder engagement to assess business system needs through comprehensive technical & business analyses using Power BI, streamlining workflow & enhancing decision-making processes.
- Organized routine calibration sessions to establish uniform evaluation standards.
- Elevated customer satisfaction ratings by instructing 20 new hires on quality processes & customer service best practices, utilizing interactive training modules for effective knowledge transfer.
- Provided coaching and feedback to agents, resulting in improved customer interactions.
- Generated weekly/monthly quality reports, identifying trends and action plans for process improvement.
- Facilitated resolution of team conflicts to foster seamless collaboration & enhance productivity.
- Enhanced strategic decision-making processes by analyzing data trends & reports, utilizing data visualization tools & statistical analysis methods such as Excel & Power BI.
- Resolved 95% of escalated client queries within SLA by leveraging Salesforce CRM to streamline communication & enhance client satisfaction.
Quality Analyst
Access Healthcare
09.2021 - 01.2023
- Conducted call audits and transaction monitoring to ensure compliance with quality standards.
- Delivered targeted feedback & mentorship to agents, driving performance enhancements.
- Executed quality enhancement strategies, resulting in a 30% reduction in errors & improved customer experience through Six Sigma methodologies.
- Compiled weekly & monthly reports on quality metrics, uncovering insights that led to the identification of cost savings opportunities using Excel.
- Conducted root cause analysis (RCA) for denials and initiated corrective actions.
- Operationalized continuous process improvement initiatives in collaboration with operations & training teams, enhancing training procedures for heightened effectiveness via utilization of process mapping tools.
- Prepared weekly/monthly reports on quality metrics, highlighting key insights for management.
- Recognized with the Rewards and Recognition Award for exceptional performance in Q1, Q2 of 2024 & Q2 of 2025.
- Honored with the Rewards and Recognition Award for outstanding performance in Q2 of 2023.
Senior AR Executive
NTT DATA
04.2020 - 09.2021
- Supported & guided junior executives to drive high performance & expand knowledge through impactful mentoring & coaching, emphasizing communication & problem-solving skills.
- Communicated with insurance companies (Medicare, Medicaid, commercial payers) to track claim status.
- Identified billing errors and coding issues, coordinating with the coding team for corrections.
- Contributed to coding audits & collaborated with medical coders for claim corrections utilizing EPIC & Athena one software tools.
AR Executive
Omega Healthcare
01.2019 - 04.2020
- Handled aged AR accounts and ensured maximum reimbursement from payers.
- Resolved claim denials by 20% through managing insurance follow-ups & appeals using Excel & CRM software.
- Ensured compliance with HIPAA regulations & adherence to policies of various payers including private insurance, Medicare, & Medicaid to safeguard data security & uphold ethical handling of sensitive information through implementation of access control measures.
Education
Diploma - Mechanical Engineering
M.A.M Polytechnic College
05.2016
Bachelor of Technology - Mechanical Engineering
Capital University
05.2021
Skills
- QA Auditing
- RCA
- 7 QC Tools
- Six Sigma
- QMS
- ISO
- Power BI
- Excel
- SQL
- Process Mapping
- CRM Systems
- Team Management
- Training
- Performance Coaching
- SOP Creation
Accomplishments
* Recognized with the Rewards and Recognition Award for exceptional performance in Q1, Q2 of 2024 & Q2 of 2025.
* Honored with the Rewards and Recognition Award for outstanding performance in Q2 of 2023.
Languages
English
Bilingual or Proficient (C2)
Hindi
Intermediate (B1)
Tamil
Bilingual or Proficient (C2)
Timeline
Lead QA
Guidehouse India
01.2023 - 11.2025
Quality Analyst
Access Healthcare
09.2021 - 01.2023
Senior AR Executive
NTT DATA
04.2020 - 09.2021
AR Executive
Omega Healthcare
01.2019 - 04.2020
Bachelor of Technology - Mechanical Engineering
Capital University
Diploma - Mechanical Engineering
M.A.M Polytechnic College