MS Office, Advanced Excel
Prasad VVD
Quality Team Manager
Hyderabad
Summary
Accomplished Quality Manager at Amazon Development Center Pvt Ltd, adept in leveraging deep data analysis and mining to drive process improvements and efficiency. Skilled in leadership, fostering a culture of excellence and continuous improvement. Demonstrated success in enhancing quality assurance, streamlining workflows, and boosting team performance through effective training and recruitment.
Overview
17
17
years of professional experience
Work History
Quality Manager
Amazon Development Center Pvt Ltd
2022.07 - Current
- As a Quality Manager, responsible for driving Performance Improvement Plan (PIP) for Shipping and Delivery Support Business with 1500 L2 HC.
- The SDS Performance Improvement Program (PIP) consistently enhances the performance of shipping and delivery associates by identifying and coaching bottom performers through a network standard and automated outlier selection methodology. This methodology raises the bar on Quality (RAP) and Efficiency (ACHT).
- As part of the program, collaborated with Business Intelligence & Data Analyst teams to streamline the process and build a structured performance dashboard using ETL, Excel & Macros.
- Designed customized Sharepoint for the Operations to create and document SMART plans for L2 associates in PIP. This has led to improved CSA performance, better customer experience, decreased time spent by Team Managers on reporting and increased attention paid to site deliverables.
- Methodize reporting and performance tracking mechanism implemented to lower frontline TM bandwidths. This includes automated performance alerts using Excel, Macros & Chime burst.
- Designed and Launched Wikis for PIP SOP & Productivity metrics for everyone’s visibility to understand the methodology.
- Partnered up with Operations & PXT in dealing the Refer to HR cases for not meeting the performance goals and help them in making decisions by providing the supporting data.
- Adapt to the business needs and upgrade the existing performance framework in a timely manner. Launched PIP-2.0, PIP-3.0 & PIP-3.1 versions of PIP framework.
- Perform Data Analysis through various dip checks, publish the sample PIP batch to support the new mechanism and launches.
- Coordinate with the Global PXT to share the insights on PIP data, which is further leveraged to validate the IJP, SME, ADHOC projects eligibility and the re-hire status.
- Manage and develop a team of 20 Quality & Compliance Analysts (L3), fostering their professional growth through coaching, mentoring, and feedback.
- Ensure compliance with policies and procedures through targeted audits and reporting violations for corrective actions.
- Support Team Manager coaching by reviewing communications, re-auditing contacts, leading calibration sessions, and conducting coaching certification.
- Define contact samples, analyze inputs, and report on issues, releases, and priorities for sustainable improvements.
- Build Weekly Business Review dashboards for the Leadership and contribute to business reviews through data storytelling and proficient written communication.
- Conduct daily stand-ups with team to align on priorities and address any roadblocks. Review audit findings and coaching opportunities identified by Quality Analysts. Analyze data and customer contact patterns to identify areas for operational improvements.
- Collaborate with Business Intelligence team in developing the Holistic Coaching Recommender dashboard in Quicksight for the front-line Team Managers to identify the direct Invalid contacts of associates and coach them on the behavior.
- Built logics across all the KPIs RAP, ACHT, HRR, Concessions through regular audits and incorporated the logics in the Holistic Coaching Recommender Quicksight/tableau dashboard for the team managers. This has lowered the managers bandwidth in coaching the associates through single source instead of approaching multiple dashboards.
- Designed scalable mechanisms in driving the Productivity metrics like ACHT & HRR for entire SDS business including India & Philippines. The mechanism involves weekly reporting on the business standings, define Outlier index, build logics to identify the Invalid contacts among the total volume handled, design sharepoint inline with the HR disciplinary GRID to coach the associates weekly.
- Launched C3A Mechanism (Coaching-Coaching-Coaching-Action) post taking alignment with Leadership & PXT teams. This mechanism brings the uniformity in taking actions on the repeated associate outliers across 21 sub-metrics of KPIs ACHT, HRR, LPH.
- Provide any data related insights to the operations in decision making.
- Lead the Calibration sessions with Quality and Compliance analysts for L2 & L4 population on the Quality, Compliance & Productivity metrics.
- Upskill the Quality & Compliance analysts through Learn & Grow program to be ready for the next level. 6 Quality and Compliance Analysts has become Team Managers since Q2, 2023.
- Through LEAP connects On-boarded the new hires (L2 & L4 employees) to SDS teams on Quality & Compliance metrics.
- Through Audit sampling from various segments of SDS business, identified the uncontrollable aspects impacting the KPIs and generated 23 problem statements. Through effective collaboration with the stakeholders by providing insights on problem statement, supporting data, close looped all the problem statements.
- Designed and Launched new Corrective Action Plan (CAP) sharepoint for the SDS India teams, inline with the HR disciplinary GRID.
- Drive the Weekly coaching completion reports along with efficacy on Quality, Compliance & Productivity metrics for the SDS India & Philippines teams.
- Responsible for Quality and Compliance Analyst hiring.
- Attend engagement activities and host bi-weekly 1:1 meeting with direct reports.
- Perform engagement activities and participate in mid-year and year-end talent reviews representing the Quality and Compliance team.
- Championed the document writing. Responsible for writing documents. Owned the Quality documents like PIP SOP, C3A, Productivity, Compliance, WBR, MBR, QBR, Scorecards.
- Supporting the Operations in providing data of L4, L5 & L6 managers on KPIs performance for mid-year and Year ending OLRs.
- Adapt to the business needs and upgrade the existing L2 & L4 scorecards in a timely manner. This includes the Data Analysis & Scorecard publishing monthly.
- Create OPLs on the new mechanisms and launches, assign it to the SDS teams and drive the completion.
RCO Manager I Investigations
Amazon Development Center Pvt Ltd
2021.05 - 2022.07
- As an Investigation Manager in RCO (Registration and Compliance Operations) business, responsible for on-boarding sellers to Amazon through identify verification.
- Manages a team of 20+ language L3 & L4 investigators.
- Focuses on meeting functional KPIs like MDDR (Quality) & IPH (Productivity).
- Enhanced Seller satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Ensured high level of confidentiality is maintained while handling the seller documents and has promoted the compliance to investigators.
- Piloted the SOE migration across RCO teams and ensured smooth transition.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Owned RCO Global teams NPT/Shrinkage/Dry Queue Utilization. Developed reporting mechanism through ASPECT tool.
- Partnered with MENA Marketplace stakeholders in re-designing the SOP for bank statement removal.
- Designed Wiki for On-boarding the new hires to know about the RCO business, which has made part of ALA Onboarding sessions.
- Lead Quality WBRs for global RCO teams weekly.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives. Responsible for Hiring investigators (L3 & L4) external & IJP across the functions in RCO.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Drove operational efficiency through data-driven decision-making processes, leveraging analytics tools for informed strategy development.
- Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Perform engagement activities and participate in mid-year and year-end talent reviews.
D2AS Team Manager
Amazon Development Center Pvt Ltd
2016.06 - 2021.05
- As D2AS team manager, handled Digital & Device product lines for NA marketplace.
- As a Team Manager, responsible for 20+ L2 associates and their KPI performance (Quality/Productivity/Compliance/Efficiency)
- Lead multiple projects as part of Business and KPI improvement for the segments like Amazon Videos, Amazon Music, Digital Software and Video Games, Fire TV.
- Owned Transfers project globally. Responsible for the transfers improvement in D2AS.
- Lead SAKE project on D2 to Primary transfers as a Team Manager representing D2AS in collaboration with ACES and Program team.
- As a Thrive mentor, onboarded multiple Holiday Team Managers and awarded by ALA team as best Thrive Mentor.
- Lead L2 associate hiring's for D2AS business.
- Through constant Defect analysis and Dive Deep, identified potential problem statements across the business segments, collaborated with the Program Teams and implemented the changes in DYK pages, Message Us bot, introducing self service bot options in IVR, launching new skills to improve customer satisfaction as well as the KPI performance.
- Created several operations metrics dashboards in Tableau for the leaders to track the performance daily. This has reduced the bandwidth of Team Managers in tracking the performance as well as to provide insights on the performance trend and to drive the performance within their teams.
- Designed and created Wikis for the D2AS associates on the process mapping. This process mapping explains the complete contact journey based on each scenarios. Core/Cross support/New hires leveraged these Wiki pages to handle the contacts effectively.
- Effectively utilized tools like Tableau, Heartbeat to drive the performance on a daily basis for the D2AS India team and to provide any insights for the Weekly Business Reviews.
- Responsible for creating Quality Weekly Business Review dashboards along with the insights explaining the hits and opportunities.
- Championed the document writing. Responsible for writing documents. Owned the Quality documents like WBR, MBR, QBR, YBR, SAKE, Transfers and for any new launches.
- Designed scalable mechanisms in driving the Productivity metrics like ACHT & HRR for entire D2AS business.
- Designed customized sharepoints along with setting up work flow. The sharepoints are used to document the coaching's and email to the intended audience.
- Developed performance measurement strategies, identifying areas for improvement.
- Facilitated meetings to communicate team performance goals and results.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Delivered regular team meetings for aligned work towards common goals.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
Team Leader
24/7 Customer Pvt Ltd
2007.04 - 2012.11
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Education
Bachelor of Science - Computers
Sree Chaitanya Degree College (Andhra University)
Vizianagaram, India04.2003
Skills
Deep Data Analysis & Mining
Dashboards, Automation & Data Insights
Stakeholder Management
Quality Assurance & Scorecards
Leadership, Training & Recruitment
Performance Analysis & Process Improvement
Program & Project Management
Quality Management Systems & Quality Training
Problem-solving abilities
Software
Heartbeat
Microsoft Sharepoint
Wiki Designing
ETL Management, Hubble (Query Execution), SQL (Basics - Validate Queries)
Tableau (Validating Data Source, Create logics and build Dashboards)
Languages
English, Hindi, Telugu
Timeline
Quality Manager
Amazon Development Center Pvt Ltd
2022.07 - Current
RCO Manager I Investigations
Amazon Development Center Pvt Ltd
2021.05 - 2022.07
D2AS Team Manager
Amazon Development Center Pvt Ltd
2016.06 - 2021.05
Team Leader
24/7 Customer Pvt Ltd
2007.04 - 2012.11
Bachelor of Science - Computers
Sree Chaitanya Degree College (Andhra University)
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