Deepak Kapoor Email & Phone Number

Los Angeles, California, US

• Lead a global team of 6 Quality Program Managers (3 regional, 3 global), 3 Team Leaders, 3 external vendor onboarding businesses, a Global QaaS Vendor Partner, and 4 Quality Specialists, ensuring seamless collaboration.
• Manage global Quality support operations by implementing process improvement methodologies that enhance product performance, vendor relationships, and customer experience.
• Synthesize data from multiple channels to capture the voice of the customer (VOC) and provide actionable insights to internal sales team, product and internal engineering teams, influencing the roadmap and addressing.
• Collaborate with L&D teams to leverage customer feedback(Survey data or insights) and improve process and product knowledge for the Sales team and SMB advertisers, enhancing their ability to increase the revenue for.
• Established the business process improvement framework by utilizing business vision & functional goals with a technological understanding and exceptional relationship management, fostering revenue growth, cost savings.
• Designed & developed new Quality as a Service (QAAS) model to support existing accounts with a new service line.

Los Angeles, California, US

• Lead a global team of 6 Quality Program Managers (3 regional, 3 global), 3 Team Leaders, 3 external vendor onboarding businesses, a Global QaaS Vendor Partner, and 4 Quality Specialists, ensuring seamless collaboration.
• Manage global product support operations by implementing process improvement methodologies that enhance product performance, vendor relationships, and customer experience..
• Synthesize data from multiple channels to capture the voice of the customer (VOC) and provide actionable insights to internal sales team, product and internal engineering teams, influencing the roadmap and addressing.
• Collaborate with L&D teams to leverage customer feedback(Survey data or insights) and improve process and product knowledge for the Sales team and SMB advertisers, enhancing their ability to increase the revenue for.
• Perform statistical analysis to identify trends, variation, co-relation, outliers, quantiles, etc
• Established the center of excellence culture for business improvement and implemented the automation process to improve customer experience revenue and reduce the operational cost

• Achievements:
• Established the Quality Framework for SBG and client services business to achieve high customer satisfaction and higher product sales.
• Developed a process model & dashboard to provide actionable insights to the client on various processes & metric improvement area’s for higher revenue
• Awarded for top Performer and Client for 2020 performance.Roles and Responsibilities:
• Global role supporting all Regions (APAC, EMEA, LATAM and NA) in the assimilation of process improvement methodologies for improving product, processes, vendor performance and solving customer facing problems.
• Created business process improvement by utilizing business/client vision & functional goals with a technological understanding and exceptional relationship management, fostering revenue growth, cost savings, and.

Singapore, Singapore, SG

Pittsford (Rochester), NY, US