Summary
Overview
Work History
Education
Skills
Projects Completed
Workshops & Certifications
Achievements & Rewards
Disclaimer
Timeline
Generic
Anoop V Manayath

Anoop V Manayath

Kochi

Summary

17 years of experience working in an ITES professional environment. Successfully handled roles in Service Delivery and Quality Assurance. Well experienced in handling weekly and monthly performance reviews with the clients and top management Face to Face and through conference calls/video conference. Well accustomed with service delivery concepts, MS Office tools, manpower planning, scheduling, recruitment process, data analysis and presentation. Good understanding of quality management and methodologies and has successfully completed projects for process/performance improvement.

Overview

18
18
years of professional experience

Work History

Manager Quality

Sutherland Global Services
Chennai/Cochin
12.2021 - Current
  • Currently handling a team of 69 quality auditors who performs quality checks for a leading retail ecommerce company for Customer service and People experience technology services
  • Governance on evaluation plans as per defined sample plan and targets
  • Driving effort reduction and improvement Projects
  • Launching and transitioning new Line of business - Hiring and onboarding of QAs
  • Do RCA and take corrective actions for defects identified during monitoring
  • Provide timely and accurate callout's when big deviations in performance trends are observed.
  • Drive actions for repeated errors or critical errors.
  • Lead sessions with client and internal.
  • Drive awareness of Best-In-Class CE practices through meetings, huddles, etc.
  • With consultants
  • Manage and communicate updates within the program/team
  • Ensure excellent stakeholder management
  • Ensure proper team connect for retention & growth of the talent pool
  • Insightful reports with proper deep dive & RCA to be shared/discussed for improvement of KPIs
  • Proper upskilling of the team through training /coaching session
  • Developed and implemented strategies to increase customer satisfaction and loyalty.
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Established processes to ensure efficient workflow throughout the organization.
  • Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.

Sr. Associate Manager Quality

Sutherland Global Services
Chennai/Cochin
12.2016 - 01.2021
  • Currently handling a team of 28 quality auditors who performs quality checks for a leading retail ecommerce company in US and UK
  • Ensure the required audit sampling is met on a weekly/Monthly basis for all the Lines of business as per the SLA
  • Ensure accurate and detailed QA audit reports are shared with the Service Delivery team on time
  • Ensure follow-up and closure of error rebuttals with the clients
  • Perform Root Cause Analysis for Lines of Business that are trending high on errors and formulate action plans for performance improvement
  • Implement and monitor the progress of action plans formulated from the RCA and ensure its success
  • Successfully implement and track the Monitoring Improvement Plan for the program
  • Provide a weekly/monthly snapshot to the leadership team on the overall QA performance of the program
  • Share the Training need analysis inputs with the training team
  • Ensure optimum utilization of QAs and ensure maximum productivity
  • Responsible for effective update management and ensure process manuals are up to date
  • Interview candidates for Ramp-up/Attrition backfill and work with the recruitment team for timely closure of open indents

Associate Manager -Quality

Sutherland Global Services
Chennai/Cochin
06.2014 - 11.2016
  • Handling a team of 12 quality auditors who performs quality checks for two leading ISP services in US and also Internal IT Help desk
  • Site lead for Quality assurance – attends site level performance review with Site and country head
  • Ensure the required audit sampling is met on a weekly/Monthly basis for all the Lines of business as per the SLA
  • Ensure accurate and detailed QA audit reports are shared with the Service Delivery team on time
  • Ensure follow-up and closure of error rebuttals with the clients
  • Attend Weekly / Monthly review calls with the clients and explain the overall program performance
  • Ensure that the manpower is optimally utilized and improve productivity
  • Responsible for effective update management and ensure process manuals are up to date
  • Interview candidates for Ramp-up/Attrition backfill and work with the recruitment team for timely closure of open indents

Lead QA (Quality)

Sutherland Global Services
Chennai/Cochin
04.2011 - 05.2014
  • Handling Client Interactions on process Updates
  • Also handling QA Manager responsibilities (Handling Quality review with clients)
  • Managing 16 QAs with Leading US based ISP service with multiple line of business which include Sales, Customer service, Retention and Tech support (Voice and Email)
  • Ensure the required audit sampling is met on a weekly/Monthly basis for all the Lines of business as per the SLA
  • Interact with the clients and suggested revisions to the existing process guidelines to reduce corporate escalations and customer iterations
  • Ensure process Hygiene and identify Process gaps

Sr. Associate (Escalations) / Subject Matter Expert

Sutherland Global Services
Chennai/Cochin
12.2009 - 03.2011
  • Handle escalation calls from customers of a leading US based internet service provider
  • Ensure high levels of customer satisfaction and low percentage of client level escalations
  • Perform call-backs to customers
  • Scrub corporate escalation cases to identify potential errors and share findings with the service delivery team
  • Handled 3 waves of Nesting New hire - Managing and grooming new hire’s
  • Handled Duties of a Sales Auditor – Upsell Hygiene (Additional Responsibilities)
  • Effectively Managed a Special Queue of 25 consultant (Voice) for 5 months – both Performance and Quality without any Client Escalations
  • Was an integral part of designing and implementation of an in-house online portal for learning and development

Associate (Voice)

Sutherland Global Services
Chennai/Cochin
02.2007 - 12.2009
  • Handle customer service calls for a leading US based Laptop manufacturer, ISP service
  • Ensure first call resolution and with minimum escalations
  • Ensure Customer Experience and meeting Upsell targets

Education

BTech - IT - Completed

Cochin University of Science And Technology
03.2005

Skills

  • MS Office tools
  • Excel
  • MS Word
  • PowerPoint
  • Six Sigma Green Belt
  • Quality management methodologies
  • Communication skills
  • E-mail etiquette
  • Phone etiquette
  • Data analysis
  • Presentation skills
  • Policy Implementation
  • Strategic Planning
  • Performance Management
  • Project Management

Projects Completed

FY 2024, ECR reduction – Customer escalation reduction, Continues Improvement Projects – RAP, Parking, Transfer Rate and Concession rate., Effort Reduction and Value Adds – Global HR services of world’s largest retailers.

Workshops & Certifications

  • Kaizen Idea Generation workshop
  • Boost your feedback outcome workshop
  • Last Mile –Different thinking hats
  • Internal Master Coach certification
  • Six sigma Green Belt - Projects > AHT reduction and Improving Resolve Rate

Achievements & Rewards

  • Received appreciation from clients for meeting program KPIs and making the site Ranked No.1 among all other Global Vendors for the month June 2016.
  • Successfully completed the ‘Lead’ certification program which is a comprehensive training program which includes topics like COPC, Table-F, Managing Program Financials, ABC of people management etc.
  • Received 100% attendance award for 4 months in a row.
  • Received Appreciation for contribution to Quality deliverables.

Disclaimer

I hereby declare that the above furnished details are true to the best of my knowledge and belief., Kochi, 09/09/20

Timeline

Manager Quality

Sutherland Global Services
12.2021 - Current

Sr. Associate Manager Quality

Sutherland Global Services
12.2016 - 01.2021

Associate Manager -Quality

Sutherland Global Services
06.2014 - 11.2016

Lead QA (Quality)

Sutherland Global Services
04.2011 - 05.2014

Sr. Associate (Escalations) / Subject Matter Expert

Sutherland Global Services
12.2009 - 03.2011

Associate (Voice)

Sutherland Global Services
02.2007 - 12.2009

BTech - IT - Completed

Cochin University of Science And Technology

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Anoop V Manayath