Quality Assurance & Process Improvement

Hi, I'm Krishna Jee.
5+ years turning audit chaos into measurable quality.

Assistant Manager – Quality & Training, and founder of KJ Insights. I help BPO, NBFC and fintech teams build audit frameworks, QA dashboards, and RCA-driven coaching that actually moves error rates and CSAT.

Quality Assurance Business Understanding Process Improvement
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Krishna Jee — Quality Assurance and Process Improvement Specialist, founder of KJ Insights
Six Sigma Green Belt
5+ Years in QA
Krishna Jee, founder of KJ Insights
About Me

Quality leadership, from the audit floor to the boardroom.

I'm Krishna Jee, currently Assistant Manager – Quality & Training at Moneycat (Kredito24), where I lead voice and email quality audits, build QA dashboards and MIS, and run RCA-based coaching for a lending operations team.

Over 5+ years I've worked across BPO, fintech and NBFC quality functions — Paisabazaar.com, Conneqt Business Solutions (Samsung process), and Sparsh BPO — designing scorecards, leading calibration sessions, and mentoring QA teams. Outside my core role, I run KJ Insights, bringing that same rigor to organizations that need audit frameworks, dashboards, and process fixes that actually get used.

5+ yrs
In quality assurance & training
15+
Client engagements across audits & training
Six Sigma
Green Belt certified
1:1
Direct, hands-on consulting
Track Record

Results from past quality programs

Numbers from audit and process improvement work at Paisabazaar and Conneqt/Samsung.

+22%
Audit accuracy improvement
-18%
Reduction in critical errors
+20%
Audit-to-coaching conversion
+15%
First-call resolution boost
Experience

Where I've built quality functions

Four roles, one thread — audit rigor, RCA discipline, and reporting leadership actually reads.

Oct 2025 – Present
Assistant Manager – Quality & Training
Moneycat (Kredito24)
  • Created and implemented SOPs aligned to business and compliance requirements
  • Led New Joiner Training, PKT audits, and refresher trainings on calls, emails and quality parameters
  • Built quality dashboards and MIS, including CSAT/DSAT scrubbing and leadership reporting
  • Ran RCA on quality gaps, re-audits (audit of audit), and quality escalation management
Mar 2024 – Jul 2025
Sr. Quality Consultant
Paisabazaar.com
  • Designed Quality Scorecards across multiple LOBs — audit accuracy up 22%
  • Led quality audit governance and RCA — critical errors down 18%
  • Directed calibration sessions with TLs/AMs — audit-to-coaching conversion up 20%
  • Built RCA-based retraining programs — first-call resolution up 15%
Nov 2022 – Mar 2024
Sr. Quality Analyst (Acting Trainer)
Conneqt Business Solutions — Samsung Process
  • Audited customer calls and chat transcripts for compliance and communication standards
  • Assessed tone, empathy, grammar and process adherence across voice and chat
  • Shared recurring error trends with supervisors for targeted coaching
Jun 2020 – Nov 2022
Quality Analyst & Trainer
Sparsh BPO
  • Audited voice and chat interactions for policy and quality compliance
  • Identified performance gaps and delivered actionable coaching feedback
  • Ran calibration sessions to align evaluation criteria across departments
Services

Three ways I can help your team

Paid advisory, scoped to what your team actually needs — from a single audit review to a full reporting rebuild.

🔍

Process & QA Audits

An outside-in review of your audit process, error taxonomy and RCA discipline — with a clear list of what's broken and why.

  • Audit framework health-check
  • Error trend & root-cause analysis
  • Compliance gap review
📊

Dashboards & Reporting Systems

Native, formula-driven Excel or lightweight HTML dashboards that turn raw audit data into leadership-ready views — no macros, fully dynamic.

  • QA / analyst performance dashboards
  • Leadership-ready MIS & reporting
  • Escalation & risk-tier tracking
💬

1:1 Consulting Calls

Direct working sessions to think through a specific quality or process problem — from setting up a new QA function to fixing a reporting bottleneck.

  • QA function setup guidance
  • Process improvement strategy
  • Ongoing advisory retainers
How Engagements Run

A straightforward five-step process

Every engagement — audit, dashboard build, or advisory retainer — follows the same disciplined sequence.

01

Discover

Understand your current process, data sources and where quality is actually breaking down.

02

Audit

Review existing audit trails, error categories and compliance alignment against a clear checklist.

03

Build

Design the framework, dashboard or process fix — dynamic, auditable, and built to survive handovers.

04

Report

Package findings into leadership-ready reporting your stakeholders can act on immediately.

05

Improve

Track the metrics that matter post-fix, and iterate — quality work is never really "done."

Worked With

Quality & training engagements across 15+ clients

Delivered audits, SOP alignment and performance analytics across these accounts during agency-side quality roles.

Air India IndiGo MakeMyTrip Paytm Cash To You Samsung (via Conneqt) Paisabazaar.com Kredito24
Credentials

Certifications & education

Six Sigma – Green Belt

Alison, 2024

Lean Management

Udemy, 2024

Quality Management Foundations

LinkedIn Learning, 2024

MBA

JS University, 2024

Bachelor's Degree

DBRAU, 2021
Let's Talk

Have a quality or process problem worth solving?

Reach out directly — no forms, no back-and-forth. I'll respond personally.

Message on WhatsApp officialkrishnajee@gmail.com