Aravind Kannel Jayaprasad
Hyderabad
Summary
Quality Assurance Manager with 10+ years of experience scaling QA organizations across EU and global markets. Proven in driving data-backed quality, hygiene, and compliance improvements through strong governance, audit strategy, and stakeholder management. Driving quality enhancements across EU markets. Achieved a 45% reduction in customer experience defects through end-to-end quality strategy and governance cadences. Delivered significant cost savings by optimising operational processes and stakeholder reporting.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Quality Assurance Manager II
Amazon
2022.10 - 2026.02
- Led a Quality Assurance organization of 15+ professionals (managers and analysts) supporting EU marketplaces including UK, DE, IT, FR, ES, and BR.
- Owned end-to-end quality strategy by conducting RCAs, defining corrective action plans and training plans, and establishing governance cadences, resulting in a 45.00% reduction in customer experience defects.
- Designed and executed hygiene and compliance improvement strategies through audit sampling optimization, stakeholder reporting, and audit awareness programs, achieving an average 30.00% metric improvement.
- Led Customer Contact Reduction initiative achieving a reduction in 248k contacts in a year and generating a cost saving of $150K.
- Spearheaded a project that enhanced operational efficiency by 56.00% through application of fishbone analysis, impact analysis leading to recovery of lost production hours.
- Optimized audit sampling and analyst scheduling to boost efficiency and coverage. Synthesized audit insights for Business reviews periodically to drive decision-making and tracking corrective actions.
Quality Assurance Manager I
Amazon
2020.09 - 2022.10
- Managed a team of 6 Quality Analysts supporting UK and IN Social Media marketplaces.
- Designed monthly performance scorecards aligned to annual performance reviews, enabling transparent, data-driven talent assessments and coaching.
- Built and automated Amazon QuickSight dashboards to monitor quality and compliance metrics, delivering a 10% bandwidth efficiency gain.
- Partnered closely with operations and regional stakeholders to drive continuous quality and performance improvements.
Quality Analyst
Amazon
2018.02 - 2020.08
- Played a key role in piloting the Quality Analyst function from inception. Designed audit frameworks, performance scorecards, and performance metrics from the ground up.
- Built comprehensive reporting structures and established strong stakeholder partnerships across regions.
- Led onboarding and training initiatives for new analysts supporting UK, US, and Middle East marketplaces.
Social Media Associate
Amazon
2015.10 - 2018.02
- Handled customer queries across Facebook, Twitter, and YouTube while consistently meeting performance and quality metrics.
- Created high-impact customer delight moments on Twitter, earning recognition from the Senior VP and Country Head of Amazon India.
Customer Service Associate
Amazon
2015.02 - 2015.10
- Served as the first point of contact for customers, resolving order-related and complex issues by utilizing CSC [Customer Service Central] interface to troubleshoot, and communicate effective solutions.
- Consistently met productivity, quality, and customer satisfaction metrics.
Education
Hyderabad - Mathematics, Physics, and Chemistry
Narayana College
HyderabadJan 2010
Skills
- Quality & Process Excellence
- Quality Auditing & Assurance
- Root Cause Analysis (RCA)
- Continuous Improvement
- Risk Management & Mitigation
- Leadership & Reporting
- Stakeholder Management
- Business Reviews (WBR, MBR, QBR)
- Performance Management & Coaching
- Microsoft Excel
- SharePoint Design and coding Workflow
- Data Analysis & Reporting
- Amazon QuickSight
Certification
- Adaptive Coaching Model Certification
- MGHD (Making Greater Higher Decisions) Certification
- Best Employee of the Year – 2022
Languages
Malayalam
First Language
English
Proficient
C2
Telugu
Proficient
C2
Hindi
Proficient
C2
Timeline
Quality Assurance Manager II
Amazon
2022.10 - 2026.02
Quality Assurance Manager I
Amazon
2020.09 - 2022.10
Quality Analyst
Amazon
2018.02 - 2020.08
Social Media Associate
Amazon
2015.10 - 2018.02
Customer Service Associate
Amazon
2015.02 - 2015.10
Hyderabad - Mathematics, Physics, and Chemistry
Narayana College