Aiswariya Sawan

Quality Management
Manage overall quality processes and assume accountability for the Business Unit's quality management practices
Establishing standards governing clients interaction and implementing monitoring programs
Ensure that the standards of the Quality Management Framework are applied and managed effectively within the Business Unit/s
Designing training programs based on the non-conformance identified which will help bridging the process gaps
Identify and escalate risks and quality issues in order to resolve them as efficiently as possible.
Conducts regular Voice of Customer sessions within the business unit to ensure an understanding of quality standards and requirements
Meets with the Operational Management team regularly in order to provide feedback on quality performance, trends and focus areas.
Manages delivery of customer experience program by analyzing data in order to identify key priorities and aligns the quality program and coaching activities to assess and develop identified areas.
Devise quality control measures in line with clients requirement and business needs
Conduct RCAs, implement CAPA, provide actionable insights and recommendations to business based on observations from escalations, VOC and Quality Monitoring data.
Identify, Analyze, Suggest, Develop, Implement and Evaluate solutions to boost customer experience and reduce customer effort or pain
Quality Control
Conduct regular calibration sessions to ensure the validity and reliability of results
Conducts regular audits to ensure validity and reliability of results
Ensure disputes and complaints are effectively managed and tracked
Create associate development plans and BQM process as part of Performance management system
Reporting and Standards
Report the highlighted Business and Compliance performance results to operations team
Develop and deliver reports to meet the Business Unit's and Client's requirements
Identifies, establishes and conducts reporting and analysis on Business Unit interventions
People Management
Coach and provide ongoing support to the team of Quality Analyst
Manage direct reportees performance, Document their Performance & Personal Development Plans
Provides regular feedback on performance
Develop performance promises for all direct reportees and conducts midyear and annual reviews

• Ensure that products available on the catalog satisfy legal and safety requirements in accordance to the guidelines across global marketplaces
• Proactively identify risks involved for Amazon while doing business in various countries and enable smooth flow of products across international borders
• Report violations of rules, regulations, policies, and procedures by evaluating or recommending the initiation of investigative and corrective procedures
• Identify root cause of defects and find areas of improvements in the process being audited Provide ideas for process improvements to enhance process efficiency and quality Responsible for protecting customers from products that are illegal, hazardous, unsafe, or otherwise prohibited /regulated by Law and Amazon policies
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork

• Monitor calls and share observations with client, operations and training team
• Conduct call calibrations to ensure all departments have same understanding of process Conduct dipstick to check compliance of updates and provide refresher trainings Certification of OJT batches
• Conduct mock calls and mystery audits Conduct training and team hurdles Conduct kaizen test monthly
• Attend induction, meet new hires and brief them about quality team
• Additional Responsibility: Was part of Employee Connect team – Organize birthdays, RnR, Cultural Activities, etc.

• LG Inbound Job Responsibility:
• Monitor calls Conduct mock calls
• Conduct training and team hurdles
• Prepare Business Report and TNA reports on weekly basis
• Attend induction, meet new hires and brief them about quality team
• Additional Responsibility: Collate Salary issues, attendance issues of the team and forward it to the concerned department
• Prepare a weekly roaster
• Manage Leave planner.

• Responsibility: Deal with billing issues for mobile and broadband contracts
• Additional Responsibility: Case and error management, conduct daily briefing, maintaining records of team members and conduct training sessions

• In USCC and then moved to Balboa
• Job Responsibility: USCC – Deal with banking activities of Citibank (US) clients
• Balboa – Deal with auto insurance policy documentation and claims Additional Responsibility: Was Transport Spoc for team