Muthu Kumaran Email & Phone Number

Oversee the supply side to ensure production continuity and any on-demand production needs Effectively mediate between AXUS Ops managers and Service Provider managers to remediate quality concerns Effectively collaborate and work across divisions including Operations, Training, Quality, and Product Actively drive any initiative on IT and site compliance requirements as needed by the IT team. Track and ensure service provider initiatives are in line with production and growth requirements and monitor progress along with the concerned departments Monitor adherence to SOW and MSA guidelines and agreements Manage business performance and strengthen relationships between Augmedix and the Service Providers Lead business reviews and ensure service levels meet contractual targets through regular monitoring and reporting Provide feedback to improve processes, quality, and performance at service provider sites Identify problems, trends, and take corrective actions based on analysis Anticipate and handle complaint escalation, being the first point of contact for crisis management Work with internal teams to improve Standard Operating Procedures among stakeholders

Oversee the supply side to ensure production continuity and any on-demand production needs Effectively mediate between AXUS Ops managers and Service Provider managers to remediate quality concerns Effectively collaborate and work across divisions including Operations, Training, Quality, and Product Actively drive any initiative on IT and site compliance requirements as needed by the IT team. Track and ensure service provider initiatives are in line with production and growth requirements and monitor progress along with the concerned departments Monitor adherence to SOW and MSA guidelines and agreements Manage business performance and strengthen relationships between Augmedix and the Service Providers Lead business reviews and ensure service levels meet contractual targets through regular monitoring and reporting Provide feedback to improve processes, quality, and performance at service provider sites Identify problems, trends, and take corrective actions based on analysis Anticipate and handle complaint escalation, being the first point of contact for crisis management Work with internal teams to improve Standard Operating Procedures among stakeholders

Bengaluru, Karnataka, India

Involved in small to midsize healthcare/clinical documentation projects from the UK.Led and managed a team of individuals involved in crafting scripts/transcripts aiding in improving efficacy for an AI tool in healthcare.Leading and managing a team of individuals involved in subtitling/CC for multiple languages.

• Manage a team of 50 independent contractors.• Responsible for day-to-day supervision and management of operations.• Planning and designing strategies to achieve projected quality and targets.• Evaluate feedback reports and convey the same to the team members.• Facilitate weekly team calls/meetings.• Monitoring and allocation of workload to team.• Responsible for P&L.

Bangalore

• Manage a team of 85 plus channel sales associates over 5 different locations of Bangalore, Coimbatore, Hyderabad, Kolkata and Abu Dhabi.• Designed and implemented sales plans that consistently increased revenue 15% plus every quarter.• Developed, tested and implemented sales strategies to further personal and team success.• Have been instrumental in generating a turnover of 7 CR over the last 3 years.• Been instrumental in grooming, training, and mentoring associates to function as independent entities and contribute to overall revenue.• Champion turnover was achieved by I and team in the Time Share Unit vertical.• Ensure excellent after sale service provided to customers, which in turn leads to more referrals and sales.

Bengaluru Area, India

• Single point of contact to clients for quality of work delivered in accordance with SLA.• Responsible for post-delivery quality of 23 Clients (5 prestigious multi-million dollar clients) per SLA.• Responsible for envisioning, planning, and leading the implementation of quality management initiatives in the organization with the objective of optimizing business performance in alignment with the vision and mission of the company.• Delivered and maintenance of quality norms across all projects. Implemented procedures to aid and improve business performance.• Prevented non-conformance and customer complaints, coordinating with Operations to develop corrective/preventive actions within suitable time frames.• Ensured that corrective actions are delivered as per plan, and all non-compliance issues are resolved on time• Devising and achieving quality assurance operational objectives by contributing information and analysis to strategic plans and reviews.• Develop quality assurance plans by conducting analyses, identifying critical control points and preventive measures.• Validate quality processes, determining operational and performance qualification, writing and updating quality assurance procedures.• Maintaining and improving service quality, compliance audits. • Develop Quality Management Systems, and develop and train a high-performance team in line with the organizational philosophy.• Collaborated, negotiated and engaged with key stakeholders to facilitate compliance with the quality strategy and delivery within the stipulated timelines.• Recommended solutions without compromising on quality of service, while optimizing costs and ensuring the organization's margin optimization objectives are met• Mentoring and training a team of 50 quality analysts in terms of effective work execution.• Collaborate, negotiate and engage with key stakeholders to facilitate compliance with the quality strategy and delivery within the stipulated timelines.

• Operating as lead point of contact for any and all matters specific to customers.• Participate in planning and development of overall operational objectives and goals for services provided to client.• Build and maintain strong, long-lasting customer relationships.• Ensuring timely and successful delivery of service per customer needs and objectives.• Communicate progress of monthly/quarterly initiatives to internal and external stakeholders.• Forecast and track key account metrics.• Focusing on growing and developing existing clients.• Act as key interface between the customer and operations team.• Be in constant engagement with operations team in terms of achieving service deliverables.

• Responsible for day-to-day supervision and management of operations.• Provide leadership and direction to onsite staff (onshore labor).• Performance management.• Planning and designing strategies to achieve projected quality and targets.• Evaluate feedback reports and convey the same to the team members.• Make sure that team members acquire necessary skills and performance attributes, in line with business and personal development needs and to identify the training needs of the team.• Analyzing and improving team’s productivity.• Facilitate weekly team calls/meetings.• Monitoring and allocation of workload to team.• Proper manpower planning of team mainly on vacation and/or high volume work efforts.• In charge of quality checking and providing feedbacks to the team members and management, so as to increase the productivity of team and streamline the process.• Make sure that service measures are met in accordance within specified Turn Around Time (TAT).• Reviewing statistical data on productivity levels and performance, making recommendations and taking actions as required.

• Expected to work on the accounts specified by the group leader.• Proofreading and spell checking of all documents.• Responsible for checking quality of production team.• To co-ordinate with other team members and ensure quality output on time.• To ensure a quality of 99%-100% in all the documents to edit and also achieve the line count target set by the management.• Responsible for the end quality of the file, QAs are also equally responsible with regard to insertion of correct templates, demographic information, and formatting of the document.

Began my career in this organization and played a multitude of roles ranging from a medical transcriptionist to that of a supervisor over a period of 4 years.

Bachelor Of Science - Bs, Physics

Education record