Heading the Training & Quality verticals of all the accounts with Mervice Infotech in both Kolkata & Bangalore sites. Account types are Mobility Partner, Insurance Sales, Retail Operations & Database management of a Govt. Project.

• Operating with a large team which represents a globally renowned e-commerce platform in India & North America.• Act as a bridge between the vision being envisaged by the senior leadership and the team on ground thus trying to effectively deliver the exact expectations from the organization end. This is effectively driven through proper communications, empowerment & execution strategies.• Keep them motivated in delivering over & beyond the expected goals viz., Throughput, Yield, Cx Satisfaction Index & achieving the learning curve, basis the laid down weekly glide goals, before being handed over to Operations.• Daily governance by way of adherence vs. commitments on daily attendance, performance on business metrics, interventions adherence, compliance posture etc.• Always striving to imbibe the mental model for contributing more, over & above the basics which Training as a vertical should be delivering.• Drive profitability through delivery over and above the targets – Less number of batches against the forecast leading to lesser man-hours invested in interventions to train new people. Instead with the saved hours interventions are planned for performance enhancement.• Collaborate with Operations & Quality into driving efficiency in the account through corrective actions engineered to reduce defects in critical metrics like RAP (Repeat Adjusted Positive Response Rate), SIC Mis-tagging, Transfers and many more.• Always evolve the existing content to bring parity between the learning activities being driven on the ground with the ever-changing nature of the process (es) and customer needs.• Learning curve management by frequently calibrating the insights from top call drivers into the classroom learnings and nesting support.• Client & Internal stakeholder engagement & management

In Amazon, I am leading a team of energetic professionals who help in driving metrics of Moderation Quality of multiple Ad Programs across English & Non-English marketplaces.My current job description is as follows: Ensure content moderation metrics viz., Precision, Incorrect Approvals & Incorrect Rejections are met as per laid down norms Maintain Incorrect Ad Rejections & Approvals below prescribed thresholds in order to ensure business revenue & shopper experience does not impact negatively Influence policy level changes through observations collated from case studies where rejections have happened owing to ambiguity in guidelines. This has a direct impact on Ad revenue. Communicate a meaningful and relevant functional update on a weekly/monthly basis to the Program Management stakeholders through performance flashes at an Ad Program level Weekly connects with Operations team to discuss moderation findings, both at improvement and opportunity level E2PA’s and process recommendations to Policy & BA Teams Knowledge & Growth management of team aligned to me through frequent learning programs both systemic & tool based