Gagan ss
Assistant Manager
Banglore
Summary
Dynamic Quality Manager with extensive experience at Flipkart Internet Private Limited, excelling in vendor management and total quality management. Proven track record in driving continuous improvement and enhancing customer satisfaction through effective performance monitoring and analytical insights. Strong problem-solving skills complemented by a commitment to operational excellence.
Overview
14
14
years of professional experience
3
3
Certifications
Work History
Assistant Manager
Flipkart Internet Private Limited
11.2023 - Current
- Quality Vendor Management - Managing the End-to-End Quality Monitoring Center (QMC) and ensuring quality standards across Pan India Voice & Non-Voice channels.
- Identify organizational KPIs (CSAT, RR, QA goals); Map critical customer journey touchpoint; Define audit objectives and target (transactional, compliance, process, knowledge, CX, RCA); Analyze correlation between audit scores and CSAT/RR.
- Focus on audit types with the strongest positive correlation to drive improvement.
- Leading discussions on Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR) related to quality performance at the site and enterprise level
- Develop audit form as per quality control standards, methods, and procedures to meet compliance requirements basis FMEA precision
- Fortnightly Comprehensive TNA circulation and Enterprise level Rebuttal management
- Accountable for Vendor Rewards N Perks (RNP) and Tax Invoice approval basis monthly performance.
Team Lead
Flipkart Internet Private Ltd
03.2019 - 10.2023
- Achieve Sales/Customer experience goals by using ‘best practice’ customer support principles and ensuring adherence to organizational procedures, policies, and systems
- Develop job performance standards and goals for Consultants.
- Assist in recruitment and hiring of qualified applicants to meet the team's needs (Chat/Email/Voice)
- Accountable for the training and certifications of the selected candidates.
- Develop training curriculum and personal development plan for the team to achieve goals and service standards.
- Help solve problems that affect the service, efficiency, and productivity of the team.
- Contain/prevent customer escalations.
Design Lead
Flipkart Internet Private
01.2018 - 02.2019
- Collaboration and open communication within the Process design team
- Validate and challenge the designed process for easy understanding of consultants.
- Escalating to respective Spoc’s if any process-related article or rollouts to be corrected and republished.
- Monitor the process adherence by consultants by analyzing the RR and CSAT scores.
- Recommend process improvements by identifying People related/Process related gaps.
CSO
Mphasis
10.2011 - 11.2013
- Joined as a CSO for the outbound broadband department.
- Worked in billing department: To address the billing-related issues.
- Worked in retention team: Majorly concentrating on customers who switch from the service and retain them by following the standard operating procedure.
- Worked in relocation team: Relocating the broadband and landline services of the customer who relocate from one city to other (Completely responsible till the relocation is complete).
Education
B.com -
Shivaji University
Kolhapur, India 04.2001 -
Skills
Problem-solving
Vendor Management
Total quality management
Quality planning
Continuous improvement
Performance monitoring
Analytical mindset
Operational excellence
Certification
Lean Six Sigma Green Belt (LSSGB)
Timeline
Lean Six Sigma Black Belt (LSSBB)
05-2025
Lean Six Sigma Expert Certification Program
05-2025
Lean Six Sigma Green Belt (LSSGB)
01-2025
Assistant Manager
Flipkart Internet Private Limited
11.2023 - Current
Team Lead
Flipkart Internet Private Ltd
03.2019 - 10.2023
Design Lead
Flipkart Internet Private
01.2018 - 02.2019
CSO
Mphasis
10.2011 - 11.2013
B.com -
Shivaji University
04.2001 -
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