Kumar Mailammanavar

Byjus

Bangalore

10.2020 - Current

Monitored completed work and provided feedback to improve team member performance.
Conducted root cause analysis to investigate the source of problems in production process.
Evaluated performance metrics from existing processes to recommend improvements in product quality.
Analyzed customer complaints regarding product issues and provided solutions as needed.
Conducted regular audits of Quality audit, DSAT audit and Lead audit to evaluate performance against agreed upon standards.
Leveraged Six Sigma principles to identify and communicate compliance risks and quality improvement opportunities.
Microsoft Excel VLOOKUP and Pivot table.
Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
Maintaining Audit reports of agents performance, Quality score, errors, lead numbers , agents consolidated numbers and process updates.
Quality induction -Providing Quality importance, quality parameters, Fatale errors and Zero Tolerance Policy (ZTP) training for the new joiners.
Dip check, Training need analysis (TNA),Training need identification (TNI), Process knowledge test (PKT) Test will conduct to know the process gap.
Weekly wise Calibration meeting-To eliminate the variations from the process and everyone is on same page of understanding ( Quality team and Operation team).