Adarsh Bhatt

A Quality Manager lead projects/initiatives on process improvement and defect eliminations. Few of my recent contributions are listed below.

• Lead a project on Quality & Training synergies, Integrated QA interventions into the New Hire curriculum, reducing onboarding time and improving performance outcomes.
• Developed and implemented the Smile Stories program, leveraging speech analytics to identify and validate exemplary customer interactions while minimizing manual effort. As a result it saved 4 FTE worth.
• Supported project Andon (Large scale Defect elimination initiative) by collaborating with program managers to ensure process accuracy and identify areas for improvement. So far 5 high impact defects are identified and resolved and overall Andon accuracy improved to 22% from 7.5% in 6 months.

As a Quality Analyst, I contributed to Performance Improvement Governance by leading and driving key initiatives:

• Mis-transfer Reduction: Lead global project to minimize mis-transfers, Achieved 10% reduction in CS-IND as pilot then worked with global program team to implement solution in WWCS.
• Abuse Prevention and Reduction: Lead governance frameworks and shared actionable data driven insights with operations enabling them to take effective, corrective actions.
• Response and Offer Rate Optimization: Established governance mechanism to improve response and offer rate for international Phone process, as result significant improvement of 6% in offer rate was observed which intern improve operational performance.

• Worked as Resolution Specialist (Team Lead) for domestic phones, international phones and International MessageUs processes. Key responsibility were to guide CSAs on correct process and policies and managing operational, productivity matrices of team members and delivering effective feedbacks to help them improve and achieve goals

• Joined Amazon as a CSA for NA Retail Email skill associate and promoted to the L3 position as Resolution Specialist within 6 months