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![Head of Quality - Director [Americas]](https://d1cg29ukvkl76a.cloudfront.net/media_files/publicmedia/7c1177646f45a1be52497bd138b76394184838ad2cdff98d8b955238e4efe6d8/profile_search-82573_experience_logo.jpg){kind=logo}
[24]7.aiHead of Quality - Director [Americas]
Apr. 2023GuatemalaHead of Quality - Americas | Performance and Process Consultant "Service Promise - Driving a culture of quality in the organization by seeking to attain the highest level of customer satisfaction. This commitment is demonstrated by alignment of right resources, having systematic practices and processes that fulfill the needs of our clients and it's customers". Responsibility Areas : People : Training, Development and Certification of employees in the organization by embracing LEAN Six Sigma and Statistical concepts with governance on application of learning and outcomes Operations Quality : Contractual Adherence, Behaviors correlating to customer experience, RCA, handling E2E critical projects, client management and continual improvement Performance : Centralized performance management team for analysis, business insights and / or handling E2E KPI improvement projects with governance and ensuring controlled state of operations Process : Create Design for success. Assess - Audit current practices and controls of all operations and support functions for corrective actions and standardization to enable processes yielding business outcomes Technology : Leverage tech solutions for improved efficiency, experience and performance with laser focus on costs, ratios, productivity and outcomes [Product Solutions : Digital and Voice Console, Performance Tools, Conversation Insights, Quality Management Suite]
[24]7.aiCustomer Satisfaction and Performance Management - Director
Jul. 2021 - Mar. 2023Bangalore, IndiaPromote customer satisfaction and that positively impacts the financial performance of the organization. Continuous improvement efforts and defect reduction initiatives to maintain and optimize performance, processes, costs for an effective Quality Management System. Team : LEAN Six Sigma, Business Analysts Professionals, Process Experts [Multi region] - Senior leaders for performance and process consultant A) Centralized Performance Management group for analysis and project support on Critical KPI's as appropriate to raise the organizational performance and customer satisfaction levels.
B) Design of early warning systems on performance trends for increased visibility and timely interventions measuring outcomes and governance support
C) Performance Management leveraged by [24]7 Product Solution - Power BI, Tableau etc.
D) Program and Department audits inline with industry standards and best practices for corrective actions, reduction of variance and standardization
E) New site readiness for seamless process implementation Enable Sales and Account Management for prospects and / or growth to existing opportunities with Content, Success Stories and Presentation
[24]7.aiInnovation Labs & BPO Solutions Integration - Senior Manager
Jul. 2018 - Jul. 2021Bangalore, IndiaCollaboration support and project management between two entities of the organization - BPO & Innovation Labs Product along with [24]7.ai leadership teams to enable efficiency, productivity and experience leveraged by [24]7 Products, AI Solutions, Data Sciences and Technology. Solutions : [24]7 Assist Digital Platform, Work Force Optimization [WFO], [24]7 Messenger, Text Mining - Data Science and Analytical Models, Speech to Text, AI Based Recommendations Design --> Testing --> Training --> Measure of Outcomes --> Scale adaption and implementation A) Identification of business cases and mapping tech solutions estimating benefits
B) Design workshops of new product solutions, implementation plan and outcomes
C) Trained BPO on Text Mining models and usage of unstructured data for text mining analysis
D) Alignment to Product Road Map and Project Management
[24]7.aiCorporate Quality Assurance Manager
Jul. 2016 - Jun. 2018Bangalore, IndiaRepresent the organization regarding all matters of quality improvement. Manage and updating the Process Manual and SOP's. Co-ordinate, Plans and Supervise Quality Audits and evaluates any necessary corrective actions to maintain a desired level of excellence.
[24]7.aiCorporate Quality Assurance - Assistant Manager
Sep. 2014 - Jul. 2016Bangalore, IndiaOverseeing all activities and tasks that must be accomplished to maintain a desired level of excellence. Business process management using various methods to discover, model, analyze, measure, improve, optimize, and automate business processes. Though not required, enabling technologies was often used. Working with all support departments and operational stakeholders collaboratively to improve processes, products, services and the culture of the company itself.
[24]7.aiQuality Team Lead
Jul. 2013 - Aug. 2014Bangalore, IndiaQuality Team Lead in charge of the quality assurance for Operations and Clients. Assessing internal practices, procedures, contractual requirements, customer journey breaks, products and outcomes to ensure that quality standards are met. Driving continual improvement and culture of quality in the organization.
[24]7.aiOperations Team Lead
Jul. 2012 - Jun. 2013Bangalore, IndiaPartnering with Product Solutions team to design platform functionalities which enabled improved experience, productivity and performance with design validation, testing and measure of outcomes. Provide leadership, coaching and support to the team and develop plans to achieve the targets. A) Identify areas which can be leveraged by technology
B) Design ideation, training on product features for implementation support and measure of outcomes [Efficiency, Experience, Performance]
C) Team Management - Hygiene, Feedback & Coaching, Support, Performance Goals, Improvement Plans
D) People Development
E) Client Management
F) Collaboration with support teams for support and problem solving
[24]7.aiOperations Assistant Team Leader
Apr. 2011 - Jul. 2012Bangalore, IndiaProvide leadership, coaching and support to the team and develop plans to achieve the targets. A) Team Administration
B) Feedback, Coaching
C) Review of performance, report progress and improvement plans
D) Meeting and exceeding team targets
E) Employee Satisfaction & Retention
F) Improving customer satisfaction
[24]7.aiProcess Trainer
Dec. 2010 - Mar. 2011Bengaluru Area, IndiaPlanning, conducting training sessions for both new and experienced agents, managing the batches, support to keep up the productivity and maintain high levels of customer satisfaction with excellent knowledge of client's processes, procedures and expertise in quality assurance. Responsibilities
a) Developing training materials how-to manuals and instructional videos
b) Preparing procedures and policies regarding sales, service techniques
c) Observing the daily operations of employees and identifying any areas of improvement
d) Liaising with team leaders and managers to conduct on-the-job coaching
e) Measuring the effectiveness of training sessions and preparing individual or team progress reports
[24]7.aiSocial Interactive Media Advisor
Nov. 2006 - Nov. 2010Bengaluru Area, IndiaA Call Center Representative handling digital conversations addressing customers concerns and solving problems to make sure everyone quickly gets the help they need. Objectives :
a) Manage a large volume of chats and emails with knowledge and efficiency
b) Identify and address customer needs, with a goal of total satisfaction
c) Provide expert answers to questions about products, services while presenting the value of our client's product portfolio to customers
d) Follow company guidelines and procedures for communications with minimal supervision
Meet and exceed targets
e) Recommend improvements to company processes for efficiency
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