Imran Khan Email & Phone Number

Chennai, Tamil Nadu, India

*Driving continuous improvements for Transactional Quality and Delivery.• Developing and managing comprehensive quality control protocols for E-commerce projects, ensuring compliance for US Clients.• Capturing the SLA/SLO metrics and reporting needs of client’s and set-up/Customized processes to seamlessly meet the client’s expectations.• Delivering reports on quality control metrics to internal departments for analysis as well as to clients for consideration in new projects… Show more *Driving continuous improvements for Transactional Quality and Delivery.• Developing and managing comprehensive quality control protocols for E-commerce projects, ensuring compliance for US Clients.• Capturing the SLA/SLO metrics and reporting needs of client’s and set-up/Customized processes to seamlessly meet the client’s expectations.• Delivering reports on quality control metrics to internal departments for analysis as well as to clients for consideration in new projects onboarding.• Managing TNI’s and TNA as per the weekly reviews.• Organizing and conducting internal audits to assess conformance with ISO 9001:2015 (QMS) & 27001:2017 (ISMS) requirements.• Trained and Certified in Six Sigma (Green Belt).• Managing Call, Chat, E-mail Quality & Clients related KPI’s.• Evaluating the effectiveness of TQ interventions.• Training and supervising a team of 24 analysts, 4 leaders & 2 Assistant managers by increasing team efficiency by 40% and improving data collection & execution accuracy.• Responsible to manage and deliver regular training interventions on the floor and measure the success of floor freshers.• Ensuring uniform quality of training being delivered by all training teams in line with the client requirements.• Projects are successfully streamlined and a 30% reduction in data discrepancies for project deliverables.• Analyzing data from production runs and identifying trends or patterns indicative of potential quality problems.• Developing, implementing, and monitoring corrective action plans in response to audit findings and client feedback.• Strategic Planning and completing group projects, working smoothly with operational teams.• Providing excellent service and attention to client's calls or mail conversations.• Maintained open communication with team members and stakeholders, resulting in successful project outcomes. Show less

Bengaluru, Karnataka, India

* Auditing and reviewing daily query handlings done by team.* Ensure current service quality specifications of voice process & manage healthy customer relations.* Revise department complaints and implement corrective actions for clarity and fullness in investigations.* Preparing RCA’s for the required process audits, Suggesting the action plans & the Observations to help in improvising the process gaps.* Handling and Improving current procedure and SOPs, Providing… Show more * Auditing and reviewing daily query handlings done by team.* Ensure current service quality specifications of voice process & manage healthy customer relations.* Revise department complaints and implement corrective actions for clarity and fullness in investigations.* Preparing RCA’s for the required process audits, Suggesting the action plans & the Observations to help in improvising the process gaps.* Handling and Improving current procedure and SOPs, Providing Suggestions for maintaining optimum Quality for correct resolution of query and complaints.* To build and to ensure operating procedures are well-versed to end-users and adhere to compliance, efficiency, and clarity.* Handling queries and providing appropriate solutions & suggestions to different departments on a daily basis with continuous follow ups as per the Business requirement.* Identifying High and Low performers and suggesting and executing Improvement Drives. Show less

India

* Handled the listing department which is the core part of e-commerce.* Listing & Cataloging, Quality-Check, Data Analysis, Product Classification.* E-Commerce, Seller/Customer Management.*5-Why RCA, Feedback Sharing, Quality Drive, Briefing session, Side by Side Barging, Calibration Call Excel-Chart.* Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize user satisfaction level.* Rectify issues from… Show more * Handled the listing department which is the core part of e-commerce.* Listing & Cataloging, Quality-Check, Data Analysis, Product Classification.* E-Commerce, Seller/Customer Management.*5-Why RCA, Feedback Sharing, Quality Drive, Briefing session, Side by Side Barging, Calibration Call Excel-Chart.* Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize user satisfaction level.* Rectify issues from different issue tracker & revisit the Data for Quality Output.* Managing and handling relationships with the major corporate clients.* Preparing the analysing report every day to improve the process for Flipkart.* Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher goals.* Excellent knowledge of Seller Support Queries, Category Operations and Executions.* Undertaking responsibilities of removing unnecessary procedures in process for efficient functioning.* Tracking performances of the team members and suggesting areas of improvements, facilitating & imparting training and monitoring the improvements on a continuous basis.* Maintaining & ensuring stringent adherence to quality standards, identifying gaps and opportunities.* Realizing process improvements, applying different techniques in different business processes to enhance productivity & profitability.* Mapping business requirements and coordinating the development and implementation of processes inline with the pre-set guidelines, spearheading process transition initiatives.* Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Show less

India