Anjana C A
Quality Specialist I
Bengaluru
Summary
Dynamic Quality Management professional with 12 years of expertise across E-commerce (8 years) and Insurance (4 years) domains. Currently spearheading quality initiatives as a Quality Specialist at Amazon, with proven excellence in compliance operations and process optimization. Recognized for implementing innovative quality frameworks and data-driven solutions that consistently drive operational excellence and sustainable business growth. Demonstrates strong leadership in building robust quality management systems while ensuring regulatory compliance and team development.
Overview
12
12
years of professional experience
3
3
Languages
Work History
Quality Specialist I
Amazon Development Center
10.2021 - Current
- Architected and implemented Quality Management Framework for global PSC Seller Appeals Program, improving operational efficiency by standardizing processes across regions
- Led development of centralized reporting platform, streamlining Weekly/Monthly/Quarterly business reporting processes
- Manage resource allocation and capacity planning to maintain 100% SLA compliance
- Drive continuous improvement initiatives through data analysis, resulting in enhanced accuracy and cost-effective solutions
- Spearhead quality monitoring program, achieving significant reduction in non-compliance issues
- Partner with stakeholders to identify and mitigate potential risks, implementing preventive measures
- Lead training initiatives and performance improvement programs for team members
- Conducted detailed root cause analyses following any non-conformance events, leading to swift identification and mitigation of potential risks.
- Enhanced team performance through regular training sessions and knowledge sharing, resulting in an increase in overall efficiency.
- Analyzed data from various sources to identify trends impacting product quality, making strategic recommendations for improvements based on findings.
Quality Analyst
Amazon Development Center
01.2019 - 09.2021
- Pioneered the integration of Seller/Business Appeal processes into quality framework, establishing standardized procedures across global operations
- Designed and deployed a unified rationale documentation system across multiple nodes, enhancing operational consistency
- Executed comprehensive quality audits and data analytics, identifying trends that led to substantial error reduction
- Orchestrated training programs for global quality auditors, implementing standardized audit protocols to ensure consistent evaluation methods
- Architected and launched an escalation management framework with precise SLA definitions, maintaining perfect adherence rates
- Developed an extensive keyword taxonomy system, significantly improving automated rule detection and coverage accuracy
- Spearheaded in-depth root cause investigations of systemic issues, resulting in implementation of preventive measures and process enhancements
- Generated strategic quality analytics reports for executive leadership, facilitating data-driven decision making and process optimization
- Maintained robust communication channels with leadership, delivering real-time insights on quality metrics and operational challenges
- Fostered cross-functional collaboration to design and implement targeted quality improvement initiatives, driving operational excellence
Senior Product Compliance Associate
Amazon Development Center
07.2017 - 01.2019
- Championed organizational compliance culture through comprehensive training initiatives on regulatory frameworks, industry standards, and corporate governance policies
- Engineered and deployed a centralized compliance monitoring system, optimizing regulatory inquiry management and reducing response times by X%
- Cultivated strategic partnerships with regulatory bodies, establishing proactive communication channels that streamlined audit processes
- Instituted robust oversight mechanisms for employee trading compliance, ensuring adherence to regulatory requirements and mitigating risk exposure
- Spearheaded end-to-end product compliance evaluations and seller reinstatement protocols, maintaining marketplace integrity standards
- Architected comprehensive Standard Operating Procedures (SOPs) and learning resources, elevating team performance and operational consistency
- Orchestrated daily team operations with stringent SLA adherence, achieving X% compliance rate across key performance metrics
- Designed and implemented enhanced safety validation protocols for non-compliant products, strengthening customer protection measures
Senior Process Associate
Gallagher Service Center LLP
05.2013 - 06.2017
- Orchestrated end-to-end policy review processes, ensuring accuracy and compliance with regulatory requirements and company standards
- Managed daily workflow allocation for team of 5 associates, maintaining 98% SLA adherence across operations
- Conducted comprehensive policy audits and reconciliation, verifying policy details against applications and system records
- Streamlined month-end closing procedures, implementation of automated tracking systems.
- Led quality assurance initiatives, analyzing error patterns and conducting regular review sessions to enhance team performance
- Developed and maintained detailed process documentation, including SOPs and training materials for new procedures
- Mentored and trained new team members, resulting in reduced onboarding time and improved team efficiency
- Generated and analyzed daily, weekly, and monthly performance reports for stakeholder review
- Managed client communications and escalations, maintaining professional relationships while ensuring timely resolution
- Initiated process improvement projects, identifying and eliminating redundancies in workflow
Education
BBA - Human Resources Development
Bachelor of Business Administration
Bengaluru, India 04.2001 -
Skills
Quality Management Systems
Process Improvement
Team Leadership
Project Management
Risk Assessment
Training & Development
Performance Monitoring
Stakeholder Management
Compliance & Audit
Timeline
Quality Specialist I
Amazon Development Center
10.2021 - Current
Quality Analyst
Amazon Development Center
01.2019 - 09.2021
Senior Product Compliance Associate
Amazon Development Center
07.2017 - 01.2019
Senior Process Associate
Gallagher Service Center LLP
05.2013 - 06.2017
BBA - Human Resources Development
Bachelor of Business Administration
04.2001 -
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