Position:Site Quality Head Company: FoundeverJob Overview:As the Site Quality Head at Foundever, I lead a dynamic team of Quality professionals across 7 diverse verticals, including Digital OTT platforms, Banking and Collections, and Social Media. My primary responsibility is to ensure that my team effectively supports and conducts audits, driving excellence in performance and helping the business units achieve their KPIs.Key Responsibilities:- Oversee and manage a team of Quality professionals, ensuring consistent and high-quality performance across all verticals.- Conduct regular audits and provide actionable insights to support business objectives.- Develop and execute robust action plans to address key performance gaps and drive continuous improvement.- Facilitate New Hire (NH) and Upskilling training programs for the Quality team, ensuring they are equipped with the latest skills and knowledge.- Collaborate with cross-functional teams to align Quality initiatives with overall business goals.

Team Management:Lead and supervise a team of quality professionals, providing guidance & support for their daily activities specializing in Amazon Sponsored Brands & Videos and Sponsored Books.Provide guidance and support to ensure team efficiency and effectiveness.Foster a culture of continuous improvement, encouraging team members to enhance their skills and performanceOperational Excellence:Streamline operational and quality activities through frequent data analysis.Propose innovative ideas to enhance customer satisfaction and operational efficiencyContinuous Improvement:Identify improvement opportunities within the team and projects.Lead project identification, implementation, and execution for ongoing enhancement.Action Plans and Execution:Design, implement, and execute action plans to address organizational pain areas.Drive initiatives for continuous improvement and operational excellence.Training and Upskilling:Develop & deliver training programs to ensure team members are well-versed in quality standards & processes.Facilitate ongoing professional development to enhance team skills & capabilities.SWD Analysis and Improvement Plans:Conduct SWD (Skill, Will, Drill) analysis to identify gaps at the moderator level.Collaborate with the team to brainstorm improvement plans and execute them effectively.Collaboration with Operations and Policy Task Force:Work closely with operations and policy task force teams.Disseminate updates through Quality Analysts to moderators and highlight policy gaps for resolution.Performance Metrics:Establish and monitor performance metrics to measure team and process effectiveness.Utilize data-driven insights for continuous improvement.Analyze performance metrics to identify trends and areas for improvement.Implement corrective actions and training programs to address quality gaps and enhance overall team performanceStakeholder Engagement:Collaborate with clients and internal stakeholders to understand expe

Identifying project opportunities and working with cross function stakeholders to implement and execute the sameEnd to end planning and execution of the project “Quality Audit optimization” with the focus on auditing customer journey followed by discussion and mitigating gaps with the impacting department (Ops, Logistics, Policy, Design, Training, etc). Focusing on reducing returns, incorrect refunds, delayed refunds, escalations.Evaluating the Quality Systems of partners during the pre-qualification phase.Streamline operational and Quality activities by frequent data analysis and proposing new ideas to the clientsProposing preventive measures, promoting and implementing improvement programs.Planning and assessing project audit results and analyzing of non-conformity.Supervising the definition and implementation of customer satisfaction tools and activities.

Acted as the Quality Head for the site and managed Google, SAP, Reddit Multiple dimensions handling (Centralized Quality Team, Client Management, Business Analysis/Intelligence) Designing Quality framework, SOP and restructuring Identify, Suggest and execute improvement projects Managing QTLS(2), Quality Analysts(14) and Quality Checkers(7) Design, Implement & Execute actions plans for the organization on the pain areas Training & Up skilling supervisees to enhance knowledge and competency Determining training needs of employees; conducting suitable training programs to enhance their operational efficiency leading to increase productivity Review and reengineer internal processes/policies at regular intervals Identify core VOC’s through CSAT & NPS. Facilitate RCA’s and execute problem solvingprocesses to prevent errors/dissatisfaction

Representing the company regarding all matters of qualityHandle responsibilities of communicating the company's purpose, core values, vision to the front employees and Quality analysts and partnersCo-ordinates the definition and distribution of ProceduresPlanning and supervising Quality System Audits and evaluating any necessary corrective actionsProviding necessary assistance and technical expertise to Partners (Tech Mahindra & Concentrix) and to projects concerning matters of quality.Evaluating the Quality Systems of partners during the pre-qualification phase.Streamline operational and Quality activities by frequent data analysis and proposing new ideas to the clientsAllocating Quality personnel to various duties and/or projects.Preparing Management Review meetings of the Quality System.Training all personnel about Quality System management and methodologies and implementing the necessary training Programs for Quality personnel.Proposing preventive measures, promoting and implementing improvement programs.Planning and assessing project audit results and analyzing of non-conformity.Supervising the definition and implementation of customer satisfaction tools and activities.Assisting the Partner Managers on execution phase (Product/Policy/Procedures).Ensuring that analysis of data coming from projects are checked, vetted and forwarded to corporate level.Interfaces with Company representative of Risk and knowledge Management.

Managing multiple projects (US region sales & support) with over 30 designated QAs&Personally coach, train and mentor subordinatesDirect Client interaction, correspondences with client and its customersCompiling reports on team’s performance and customer feedbackWork very closely with team members to solve customer problems.Offer solutions and suggestions for process and product improvement to managementCommunication and being a focal point of dissemination of information from management to team and vice versaDesigning Quality structure, SOP and Business intelligenceWeekly/monthly review call/conference/meeting with the clients/operations on quality performance and ensuring all contractual agreement is met. Come up with action plan and way forwardManage quality and operational activities. Highlight any non-adherence to BAU activities. Keep them updated with daily update through briefing session/mails.Briefing the Associates, TLs and Managers on any updates and on quick wins’ technique to improve their performanceGoverning managers and team leaders (operational) activities such as call taking, call evaluation, ticket closure status etc. to ensure basic hygiene.Managing all Quality activities effectively to ensure all Service Credit bearing metrics are metIdentifying the top focus areas through Root Cause Analysis and work on action plans to curve the areas where improvement is necessaryIdentifying and highlighting loops hole to the clients for training needs and come up with ideas to improve quality/business of the process.Creating PowerPoint presentation on quality performance showcasing weekly/monthly trend on Overall, Tl, Manager wise performance – Identify process gaps and Quality metrics that needs focusthrough call evaluation, precision monitoring and analysis.

Handled a total of 7 Lob’s including voice and semi-voice processFirst point of contact for analysis and inferences (External & Internal)Work with team members and hosted regular meetingsInspired team by discussing with members personally and in a groupConducting crew briefs and de briefs for new hires and production teamsSupporting OJT batches and helping them to follow the Quality metricTrained and coached new hires in the Quality team on monitoring approach, monitoring tools, feedback approach, reports and analysisPrepared QBR and Weekly performance reportCoached and mentored the researchers on a weekly basis for process and personal improvement

Was a top performer and maintained 100% accuracyHandled escalation callsPOC for driving gold callsExcellent team player