RITESH SONI
Operations & quality leader with 9+ years managing multi-site QA, vendor governance, and DMAIC process optimization across insurance, telecom, and BPO sectors.
SKILLS.EXE
Built 40+ scenario edge-case matrices (interrupted speech, off-topic questions, hallucination traps, non-compliant prompts). Established scoring rubrics holding variance under 5% vs senior auditors.
Deployed speech-to-text validation pipelines to ingest and audit 100% of connected calls, transitioning QA from manual low-percentage sampling to targeted coachable exceptions.
Rigorous root cause analysis using 7 QC tools, 5 Whys, Fishbone diagrams, Pareto analysis, FMEA, and PACT methodology to close systemic performance gaps.
Led quality and training operations across 6 to 8 outsourced BPO partner sites pan-India. Ran auditor calibrations and enforced strict SLA compliance across 15+ team members.
Directed AI coding agents (OpenCode, Claude Code, Antigravity) with functional specs, architectural prompts, and strict UAT to build and ship Logpile (desktop app).
Hands-on telemetry and telephony governance across Nice, Ameyo, X-Lite, Microsoft Dynamics (UCRM), and Power BI dashboard reporting.
QUEST_LOG.BAT
HDFC Life — Deputy Manager – Quality & Training Operations
SELECTED_WORK.DAT
LOGPILE
Free, open-source offline Windows game launcher. Conceived features, design, and release architecture; directed AI coding agents (OpenCode, Claude Code, Antigravity) with functional specs. Indexes Steam, Epic, and GOG libraries into a local SQLite database with zero telemetry, under 110ms cold start, and no background CPU/GPU usage.
GENAI CALL AUDIT AUTOMATION
Constructed comprehensive edge-case testing matrices across 40+ conversational scenarios for enterprise voice bots. Evaluated accuracy, compliance, and hallucination rates while keeping score variance under 5% against senior auditors. Deployed STT pipelines to audit 100% of connected calls.
DMAIC COMPLAINT PORTAL OPTIMIZATION
Executed DMAIC Six Sigma project to re-architect customer complaint workflows for JioFiber. Reduced inbound call volume by 15% and lifted CSAT by 25%. Retrained chatbot response trees using verified customer complaint patterns.
PLAYER_LORE.TXT
I am an Operations and Quality leader with over 9 years of experience auditing high-volume, messy operational inputs — from human call center interactions to complex GenAI voice bots — and holding them to measurable standards.
At HDFC Life, I directed quality and training operations across 6 to 8 outsourced BPO partner sites pan-India. I engineered new audit sheets from scratch, red-teamed enterprise voice bots across 40+ conversational scenarios, and deployed cloud STT pipelines to audit 100% of connected calls, driving CSAT from 72% to over 90%.
Outside the corporate floor, I am a PC gamer and creator of Logpile — directing AI coding agents with functional prompt architecture to build and ship offline Windows software.