Guthala Alekhya

Background

About Guthala Alekhya

Detail-oriented and analytical Quality Assurance Analyst with 8+ years of experience in auditing multi-channel service interactions (voice, chat, and tickets) across IT service desk and healthcare domains, with growing expertise in business analysis. Skilled in evaluating service quality, driving compliance, and implementing ITIL-based practices in incident, problem, and change management. Adept at identifying process gaps, performing root cause analysis, and delivering actionable insights through in-depth reporting and performance trend analysis. Proficient in ServiceNow, Genesys, and Microsoft Office Suite, with hands-on experience in stakeholder communication, training support, and knowledge base management. Demonstrated ability to collaborate with cross-functional teams, translate business requirements into process improvements, and support data-driven decision-making. Known for combining QA expertise with a strategic, business-focused mindset to enhance service delivery, improve operational efficiency, and align outcomes with organizational goals.