Amit Kumar

• Project : Walmart Dup Check
• Overseeing a team of 16 QAs, 1 QTL and 1 trainer ensuring adherence to quality standards.
• Building and maintaining internal quality infrastructure in addition to Walmart’s existing system to ensure real-time performance management.
• Managed stakeholder relationships and presented regular updates on quality metrics and improvements.
• Focused on continuous improvement through operational analysis and process enhancement, driving real-time quality control, and proactive issue resolution.

• Projects : Google DACA, YouTube & ACI
• Managed a team of 46 Quality Analysts and 3 Team Leads.
• Led end-to-end stakeholder management from a quality perspective, ensuring alignment with client expectations.
• Conducted operational analytics and metrics variation analysis to identify trends and areas of improvement.
• Focused on process improvement initiatives and developed quality infrastructure for enhanced real-time quality control.
• Responsible for QA Headcount Fulfillment by managing attrition and shrinkage

Project: Google Shopping and Hotel Ads - E-commerce.

• Handling a team of 40 quality analysts and 2 Associate Team Leads.
• Having a portfolio of 6 different workflows/teams within Google Commerce.
• Responsible for process improvement project initiation and completion.
• Responsible for QA headcount fulfillment by managing attrition and shrinkage.
• Ensuring real-time content sample review and feedback delivery by QAs.
• Handling Clients in Weekly, Monthly, and Quarterly Business Review from the QA standpoint.
• Handling client escalations.
• Monitoring and evaluating internal operational processes.

• Project: Amazon Seller & Vendor Services, North America and UK
• Handling a team of 45 quality analysts and 2 quality team leads
• Producing statistical reports on quality standards
• Reporting to upper management on quality standard issues
• Monitoring and evaluating internal operational processes.
• Handling Client Escalations
• Dip check to ensure coaching and feedback is delivered to the associates by QAs
• Assuring ongoing compliance with quality and industry regulatory requirements
• Evaluate audit findings and implement appropriate corrective actions
• Performing root cause analysis (RCA) for potential outliers in business
• Sensitizing the team on Data Protection and other compliance issues

• Project: Amazon Vendor Services.
• Deliver effective coaching to associates in person and team-wise.
• Collect and compile statistical quality data.
• Analyze data to identify areas of improvement in the available SOPs, and liaise with CIM team to raise Gemba tickets.
• Prepare weekly write-ups for metrics variation.
• Prepare reports to communicate outcomes of quality activities.

• Handling Inbound Calls & Emails of Amazon North America Sellers & Vendors.
• Queries include the correction of the attribute information on the product detail pages of Amazon Shopping Website, reimbursements for FBA lost and damaged units in the warehouse, Account Reinstatement, ASIN reinstatement etc.
• Ensuring first call resolution with deep research and calculation.
• Ensuring more than 95 % of the positive response rate with less than 10 minutes of contact handling time.