RITESH SONI
Operations & quality leader with 9+ years managing multi-site QA, vendor governance, and DMAIC process optimization across insurance, telecom, and BPO sectors. Specialized in enterprise voice-bot red-teaming, 100% STT auditing, and AI workflow automation.
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).
Engineered automated QA pipelines with Python, n8n, and local LLMs alongside operational telemetry across Nice, Ameyo, Microsoft Dynamics (UCRM), and Power BI.
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 100+ 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 100+ 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 design automated QA workflows with Python & n8n, and direct AI coding agents with functional prompt architecture to build and ship offline Windows software like Logpile v1.3.2 (MIT).