Abhijith K R

Projects Handling: SPC Freezone, Shams Freezone and Meydan Freezone

• Owned end-to-end Quality and Training programs across 3 projects with 7 Lines of Business each, serving as the primary point of contact for offshore clients and vendor teams to drive operational quality improvements.
• Led and managed 2 Quality Team Leaders and 2 Training Team Leaders who have 40 Quality Analysts and 15 Trainers respectively in a scaled operations environment, overseeing audit governance, training execution, capacity planning, and performance consistency.
• Drove a data-driven quality strategy by analyzing QA and training data to identify trends, root causes, and performance gaps; owned solutions through execution and measurable outcomes.
• Partnered cross-functionally with Program Managers, Operations leaders, offshore clients, and Training teams to design and deploy targeted training interventions aligned to quality findings.
• Established and governed quality frameworks, SOPs, audit guidelines, technical documentation, and ATA programs to standardize audits, improve inter-rater reliability, and ensure compliance at scale.
• Led automation of QA workflows, dashboards, and reporting, reducing manual effort and delivering a 20% increase in QA productivity and operational efficiency, while enabling executive-ready data storytelling.

Projects Handled: Google Ads & DoorDash

• Led Quality and Training initiatives for Google Ads and DoorDash programs, improving overall quality scores by 20% and strengthening customer satisfaction outcomes in a scaled operations environment.
• Analyzed QA data and operational workflows to identify root causes of performance gaps, driving a 15% reduction in error rates and a 20% improvement in agent adherence through targeted interventions.
• Managed, trained, and mentored a team of Quality Analysts, improving audit consistency and increasing team performance stability by 25%.
• Implemented data-driven quality frameworks, audit methodologies, and compliance checks aligned with service guidelines and operational requirements.
• Delivered executive-ready quality insights and performance reports to senior stakeholders, enabling informed decision-making and continuous process improvements.

Projects Handled: SiriusXM, The Real Real, Thames Water, Coinbase

• Designed and implemented scalable QA frameworks and quality policies across telecommunications, e-commerce, and BFSI programs, ensuring consistent audit standards and compliance.
• Achieved 95% adherence to quality benchmarks through structured audits, governance controls, and continuous performance monitoring.
• Partnered with operations and training teams to identify performance gaps and support training design and delivery, including SOPs and quality reference documentation.
• Built interactive dashboards and KPI reports using Looker Studio and Tableau to provide visibility into quality trends and training effectiveness.
• Led calibration sessions, coaching initiatives, and feedback loops with QA analysts and frontline teams to close performance gaps and improve service quality.
• Presented data-driven insights and recommendations to leadership, improving process efficiency and supporting operational success.

• Performing routine audits to analyze and interpret data, identifying trends and areas for improvement, and providing recommendations for process optimization
• Creating and executing quality assurance processes to ensure accurate and reliable data collection for reporting purposes, emphasizing data integrity and adherence to standards
• Designing and implementing metrics and key performance indicators (KPIs) to monitor and track quality and performance metrics, enhancing data-driven decision-making
• Conducting root cause analysis to identify and resolve issues pertaining to data quality and accuracy, ensuring data reliability and trustworthiness
• Developing training materials and delivering end-user training and support to ensure proficient utilization of analytics tools and reporting platforms, enhancing user proficiency and data accessibility

• Facilitated requirement gathering, analysis, and understanding of client needs, tailoring solutions to specifications
• Provided consultancy on telecom products aligning with client objectives, enhancing decision-making
• Offered technical guidance and assistance throughout implementation, ensuring seamless integration and satisfaction
• Monitored adherence to SLAs and KPIs, maintaining high service standards
• Managed escalations, resolving complex issues, enhancing client satisfaction and retention

• Analyzing technical issues and gaps, and delivering optimal solutions
• Offering technical support to clients, promptly troubleshooting and resolving issues efficiently
• Identifying opportunities for upselling and cross-selling company products/services based on client needs
• Maintaining precise records of client transactions using CRM software for accurate data analysis