---
title: "Santhosh V Salimath - Senior Quality Analyst | Process Lead capacity – IDrive E2 & C2C in Bengaluru | Tal"
description: "Meet Santhosh V Salimath, Leader & Senior Quality in Support Operations | QA, SLA Governance, CSAT, KPI Analytics | Escalation Mgmt, RCA, Process Optimization | Chat/Email/Voice Support | Six Sigma, PMP | Customer Experience & Service Delivery based in Bengaluru. AI stack includes claude code, clau..."
image: "https://tal.club/meet/santhosh-v-salimath/share-image"
---

# Santhosh V Salimath on Tal

## Headline

Leader & Senior Quality in Support Operations \| QA, SLA Governance, CSAT, KPI Analytics \| Escalation Mgmt, RCA, Process Optimization \| Chat/Email/Voice Support \| Six Sigma, PMP \| Customer Experience & Service Delivery

## About

I operate at the intersection of support operations, quality governance, and customer experience, where service failures are diagnosed, corrected, and transformed into scalable systems\. With 16\+ years in enterprise and cloud support environments, I lead quality and support functions that directly impact CSAT, SLA adherence, and operational stability\. My focus is not just auditing performance, but building repeatable, data\-driven frameworks that eliminate inefficiencies and elevate service standards across chat, email, and voice channels\. I work closely with support leaders, product teams, and operations stakeholders to solve high\-friction challenges, ranging from escalation overload and inconsistent quality scoring to gaps in onboarding and process governance\. Some outcomes I’ve driven: • Increased audit coverage by 18%, improving visibility across customer interactions • Reduced escalation backlog by 20% through structured follow\-up systems • Improved coaching effectiveness, raising agent acceptance rates by 15% My approach combines Six Sigma discipline, KPI analytics, RCA, and hands\-on coaching frameworks to create measurable impact, not just reports\. I’m particularly interested in building high\-performing support ecosystems where quality is engineered, not inspected\. If you’re looking to strengthen support quality, scale operations, or solve complex service challenges, let’s connect\.

## Location

Bengaluru

## AI stack

claude code

claude

codex

elevenlabs

gemini

## Work experience

Senior Quality Analyst \| Process Lead capacity – IDrive E2 & C2C at IDrive Software India Pvt Ltd, Feb 2023 \- Apr 2026 · 3 yrs 3 mos, Bengaluru, Karnataka, India, Scope: Employer\-acknowledged Process Lead responsibilities covering support quality, customer\-interaction reviews, team guidance, escalation governance and continuous improvement\. • Owned quality review across support interactions and used SLA, FCR, NRR, DSAT, customer feedback, and audit findings tosurface operational risks, coaching needs, and recurring service issues\. • Used Power BI and automated daily/monthly reporting for IDrive E2 and Cloud\-to\-Cloud to improve visibility into SLA, qualityfindings, and pending escalations strengthening escalation control and cutting the backlog by 20%\. • Reviewed roughly 100 AI\-generated support responses daily across IDrive, IBackup, and RemotePC for technical accuracy,relevance, clarity, language, privacy/PII boundaries, and company information\-sharing norms; improvement recommendations received CEO appreciation\. • Applied cross\-platform product knowledge across Android, iOS, web, Windows, and Mac to reproduce customer\-reported issues, validate behavior, and strengthen escalations to Engineering and Product\. • Created and maintained SOPs, troubleshooting guides, and reusable customer\-response references from recurring product scenarios, strengthening consistency and knowledge reuse\. • Maintained customer communication through extended investigations via interim updates and expectation\-setting, ensuring cases never went silent\. • Supported structured coaching and quality development; became a regular new\-hire trainer, trained or mentored approximately 50–70 engineers, and contributed to second\-round hiring interviews\. • Reduced AHT for complex issues by 30% and DSAT by 10% through escalation\-process redesign and targeted coaching\. • Supported performance and appraisal discussions for Team Leaders and Managers through documented quality reviews, feedback history, and readiness assessments for expanded responsibilities\.

Quality Analyst at IDrive Software India Pvt Ltd, Nov 2017 \- Feb 2023 · 5 yrs 4 mos, Bangalore, • Retained an administrator considering cancellation by explaining technology\-migration trade\-offs and customer impact, preserving approximately 50 downstream customer accounts\. • Helped implement the phased SLA reduction from 24 hours to 1 hour, addressing early team resistance by encouraging adoption and connecting faster response discipline with customer experience and performance outcomes\. • Used customer feedback, escalation context, and quality observations to surface retention risks and support proactive customer handling, contributing to a 12% year\-over\-year reduction in retention issues\. • Audited support interactions for resolution accuracy and process adherence, and refined screening and troubleshooting protocols through stronger product knowledge — reducing complex backup\-issue escalations by 25%\. • Managed complex, multi\-step backup, restore, migration, and sync issues across voice, chat, and email for enterprise and banking clients — often the last line of support before Engineering involvement, working under confidentiality and data\-protection controls\. • Coached a team member transitioning from an internal IT role into customer\-facing support, focusing on common customer issues and effective handling across chat, email, and phone\.

Backup Specialist \- Support at IDrive Software India Pvt Ltd, Feb 2013 \- Oct 2017 · 4 yrs 9 mos, India, • Identified an early gap in the 24\-hour response model — when an assigned engineer was on leave, tickets went unanswered —and began tracking the pattern that led to the later SLA\-improvement initiative\. • Performed cross\-platform issue reproduction and support\-level product validation for IDrive, IBackup, and RemotePC across Android, iOS, web, Windows, and Mac, reproducing customer\-reported behavior and strengthening technical escalations to Engineering — a scope that continued through later Quality roles\. • Contributed to service\-governance practices that reduced ticket\-resolution time by 50%, improved escalation visibility by 60%, and maintained 98% SLA compliance\. • Facilitated structured troubleshooting and issue\-reproduction reviews, helping isolate customer\-reported behavior and improve the quality of escalations provided to Engineering\. • Introduced mentoring and career\-development practices that improved engagement by 20% and reduced turnover by 30%\. • Built reusable customer\-response and troubleshooting references from recurring scenarios, contributing to internal knowledge sharing and training\.

Team Lead – Application Support at Tarang Software Technologies, Jan 2010 \- Feb 2013 · 3 yrs 2 mos, Bengaluru Area, India, Led application support operations managing incidents, access controls, and service queues while maintaining SLA performance\. Focused on operational oversight, escalation handling, and reporting accuracy to align service delivery with project timelines and stakeholder expectations\. Maintained consistent SLA adherence by optimizing incident handling and queue prioritization across support operations

Technical Support Engineer at Aditya Birla Minacs, Dec 2007 \- Jan 2010 · 2 yrs 2 mos, Bangalore, Delivered L1/L2 technical support for Intel products in a high\-volume environment, ensuring issue resolution, service continuity, and adherence to strict productivity, quality, and response\-time benchmarks across voice, chat, and email channels\. Consistently met productivity, quality, and response SLAs in a fast\-paced support environment handling high interaction volumes Resolved technical issues across hardware and software layers, improving service continuity and customer satisfaction levels Maintained strong performance against quality benchmarks through precise issue handling and communication standards Strengthened multi\-channel support capability across voice, chat, and email, improving accessibility and response efficiency

## Education

Executive Master of Business Administration, Information Technology, Karnataka State Open University

BCA, Computer Science, ISME

[View the original profile](https://tal.club/meet/santhosh-v-salimath)

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