Rintu Joseph

As an SQAA my responsibility is to review actions, transactions, documentation, processes and programs to ensure quality standards are met, relevant controls are followed and executed, and deficiencies are identified and addressed.

• Reviewed 150+ emails to check if the procedures have been followed and the check has been sent to the right customer for the correct amount.
• Reduced defect rates by promptly highlighting issues found through meticulous attention to detail during review.
• Managed timelines effectively to ensure all reviews are completed on time without sacrificing quality standards.

My role as an L&D Facilitator was to deliver standard training material to new-hires on Fraud & Claims process and Customer Experience skills to new-hires (Associates, Leads and Managers).

• Trained and mentored over 50+ new personnel hired to fulfill various roles for India and Manila locations.
• Facilitated virtual, in-person and blended learning sessions.
• Interacted with immediate team and functional area on a wide range of information.
• Built rapport with diverse groups of stakeholders by demonstrating empathy, active listening skills, and cultural competence during facilitated sessions.
• Delivered high-quality training sessions, ensuring participants developed a thorough understanding of the subject matter.

As a Training-SME my role is to coordinate, execute and implement various training programs used to train new hires and existing associates, coaching and mentoring low performers

• Trained over 20+ batches with 10-18 headcount on AVOC-TRON process which included new hire training and refresher training.
• Represented training team during shift handover, Team huddles and Gemba meeting.
• Driving and publishing Training Completion reports for stakeholder visibility.
• Executing all standard trainer tasks as outlined on Trainer Standard Work Checklist.
• Keep a report of their attendance and their performance.

• Worked for Amazon AVOC as a process trainer
• Worked for 2 ½ years in Amazon Customer Service (.IN) and have also supported NA(emails and chats) and UK (phones) during peak hours
• Worked for 5 months in the Escalation Desk as a Supervisor in Amazon
• Subject Matter Expert that is assisting New Hires with the process when on production
• Also worked as Department Specific Trainer (Communications)
• Also a POET (Principles of Effective Learning), providing training and support for the New Hires and tenured associates, The project was to transfer specific type of contacts from the normal KDP queues to the assigned queue
• Was the first one to be chosen when in Tier 1 just 9 months after joining KDP for a mini project.
• Was part of the follow up project where we take follow ups of the phone agents and resolve it as our own follow up so that agents can be more productive and handle more of the Live calls coming in
• Was also part of the pilot merge team to merge KDP accounts which was previously done by Leads, then Advisors and now Tier 2 agents
• Took part in the new INK launch where I test the tool and provide feedback
• Once the tool completely launches I would then deliver training about the tool or provide SME support based on requirement
• Worked with the KDP Backoffice team where Bulk Tasks, Accounts Merges, Adding Juvenile Categories and Print issues are handled
• Raised PSI SIMs to improve the process