LOGANANTHARAJAH ARUMUGAM
Team Lead / Quality Analyst / Team Coach
Petaling Jaya
Summary
Seasoned IT professional with 7+ years of experience in technical support, system operations, and quality assurance. Experienced in dynamic environments such as gaming and global technology services. Successful in root cause analysis, SOP implementation, and improving policy compliance through training and audits. Skilled in cross-functional collaboration, incident management, and performance reporting. Seeking a role in IT Audit within the banking sector to utilize analytical prowess, regulatory knowledge, and dedication to operational excellence.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
5
5
Certifications
3
3
Languages
Work History
Team Leader / Team Coach (Trust & Safety)
Accenture Malaysia
09.2024 - Current
- Coaching a team of 15 analysts, providing guidance and coaching for quality assurance efforts throughout the months.
- Attrition Management.
- Agent Scorecard Validations.
- Forecast and Scheduling.
- RCA Analysis and Weekly Business Reporting.
- Guide analysts on policy compliance to ensure content accuracy and quality.
- Centralize project documents across workflow and tracking activities for reporting purposes.
- Provide technical and policy-related support for a team of analysts.
- Act as the point of contact for client (external) and internal escalations.
- Conduct policy-related floor support for analysts.
- Daily side-by-side audits and error-coaching sessions.
- Analyze error trends, and address systemic problems through a daily huddle.
- Track the team's daily KPI, tardiness, and manage coverage across the workflow.
- Manage work etiquette and behavior to ensure efficiency and productivity.
- Act as the point of contact during client sync-meeting conference calls.
- Support backlog reduction efforts, if needed.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Quality Analyst / Team Coach (Trust & Safety)
Accenture Malaysia
09.2023 - Current
- Coaching a team over 15 analysts, providing guidance and coaching for quality assurance efforts throughout the months.
- Preparing and presenting monthly team scorecards to track team's performance and quality.
- Facilitating scorecard briefings for new joiners, ensuring a smooth onboarding experience.
- Performing audit of junior analyst tasks to ensure accuracy and adherence to guidelines.
- Preparing monthly quiz to assess team knowledge and ensure policy alignment.
- Conducting regular huddles to address errors found during audit.
- Working closely with team leads to provide solutions or ideas to improve the understanding of the policies.
- Preparing weekly reports on quality data to track performance and identifying trends.
- Preparing Root Cause Analysis (RCA) documentation for every errors found during audit and implementing corrective action.
- Weekly meeting with QA lead to discuss issues related to error patterns, exploring potential solutions and ensuring alignment with policies.
Subject Matter Expert (SME)
Accenture Malaysia
09.2022 - 09.2023
- May help the team by resource planning in order to optimize set goals and objectives for each team member and ensure individuals meet their targets.
- May deliver new hire training and refresher training, make recommendations for changes and enhancements to existing training content, and assist in design and creation of relevant training material.
- Ensure proper documentation, notification, escalation, tracking and follow up.
- Perform incident notification and escalation to ensure problems requests issues are communicated.
- May identify root causes of dissatisfaction and recommend solutions to improve overall satisfaction
- Liaise with other support teams or product teams.
- Develop and maintain product knowledge, industry knowledge, and business and professional skills by participating in on the role training and classroom training.
- Share information required for the team to be successful.
- Provide functional and or technical support
Business Process Analyst
Accenture Malaysia
08.2020 - 09.2022
- Cross-team collaboration and communication to meet aggressive review deadlines across the security queue, various dashboards and any security incidents/projects.
- Leverage expertise to thoroughly review at app and developer levels.
- Identify specialized violation types via multiple tools to keep the platform malware free.
- Escalation focused workflows from various stakeholders with a client focused mindset.
- Ability to identify gaps within workflows and processes in addition to providing input to relevant stakeholders.
- Recognize recurring spam trends from malicious developers that attempt to hide policy violating content.
IT Executive
Resort World Genting, Genting Malaysia Berhad
09.2017 - 08.2020
- Worked under the Casino Application Support (CAS) team to handle a crucial application for Casino Gaming (DynamicReporting System). DynamicReporting System is most importantapplication at Resort World Gentingas it is widely used by all employees and for every transactions that is being done.
- Worked under the Casino Operation Support (COS) team to handle Casino gaming hardware and applications. COS team is the team that always deal with the end-usersespecially Casino Operation as it is essential for them to ensure the operation does not have any issues since it is a 24 hours business.
- Worked under the Point-of-Sales (POS) team to handle on the resort cashiering/kiosks systemsdoes not have issuesso the customers have the satisfaction when using our kiosks systems.
- Worked under the Genting Hospitality PropertyManagement System (GhPMS) team to ensure the hotel systems are working well andcustomers are able to check-in/out.
- Supported both COS and CAS teams by transferring knowledge to new employees for any applications that are under above mentioned 2 teams.
- Assisted both COS and CAS teams on supporting the Casino Operation when there was an emergency that would affectthe revenue of the casino.
- Created Standard Operating Procedures (SOPs) for both teams as a guide for new employees.
- Trainer for all new employees under the Resort Application Management teams including (COS/CAS/POS/GhPMS/Theme Park) IT support.
Education
Bachelor - Computer Science, System Networking
Universiti Tenaga Nasional
Bangi, Selangor, Malaysia 01.2015 - 01.2017
Diploma - Computer Science
Universiti Tenaga Nasional
Bangi, Selangor, Malaysia 01.2012 - 01.2015
Skills
Certification
CCNA: Routing & Switching Essentials
Awards
TOP PERFORMER ANALYST, SEPT 2021 & SEPT 2022 : Recognized for outstanding vigilance in identifying and eliminating violating content, thereby ensuring no security risk for end users.
TOP SME - MARCH 2023 & TOP TEAM COACH/QUALITY ANALYST - NOVEMBER 2024 : Recognized for an exemplary commitment to assisting analysts in remaining current with the latest policies and fostering a culture of continuous learning.
PERSONAL ATTRIBUTES
- Able to communicate well with different teams, flexible with various types of tasks and able to give undivided attention solely for work.
- Able to adapt with new working environment with a short span of time to ensure there are no disruption in operation.
Timeline
Team Leader / Team Coach (Trust & Safety)
Accenture Malaysia
09.2024 - Current
Quality Analyst / Team Coach (Trust & Safety)
Accenture Malaysia
09.2023 - Current
Subject Matter Expert (SME)
Accenture Malaysia
09.2022 - 09.2023
Business Process Analyst
Accenture Malaysia
08.2020 - 09.2022
IT Executive
Resort World Genting, Genting Malaysia Berhad
09.2017 - 08.2020
Bachelor - Computer Science, System Networking
Universiti Tenaga Nasional
01.2015 - 01.2017
Diploma - Computer Science
Universiti Tenaga Nasional
01.2012 - 01.2015