Mahadevan Sundaram

As a Quality Program Manager in the Global Quality team, I successfully managed and improved vendor quality performance across APAC, EMEA, and LATAM regions for strategic programs like ADS, Commerce, and GSI. My key accomplishments include:

• Spearheading the development and implementation of robust quality frameworks, scorecards, and sampling methodologies to drive data-driven decision-making
• Standardizing quality metric measurements, root cause analysis, and Corrective Action/Preventive Action (CAPA) frameworks to ensure consistency and efficiency
• Collaborating closely with cross-functional teams, including Tech, Analytics, and Product, to enhance delivery quality, improve key business metrics, and drive stakeholder satisfaction
• Designing and implementing statistically significant sampling strategies to minimize bias and ensure accurate quality assessments
• Establishing a calibration process across vendor teams to minimize variations in quality measurements and ensure consistency - Aligning Quality Assurance (QA) metric measurements with industry standards (COPC) to maintain excellence and best practices
• Driving process improvements, quality governance, and compliance through proactive monitoring, analysis, and reporting
• Facilitating stakeholder communication, issue resolution, and progress tracking to ensure seamless project execution

As a Quality leader, I Built and managed the Quality, Training, Experience, and Loan Admin segments in Rupeek Ops Org, overseeing a team of approximately 90 (including 3 department heads)

• Established Quality Audit Structure & Strategy, metrics, and processes for Ops and Sales verticals, ensuring compliance and excellence. Established QA verticals for Operations, Training, Loan Admin, and Customer Experience teams, leveraging benchmarks and standards.
• Built and led the Training team, developing strategies for NHT, Process, and Product training to meet Ops and Sales needs. Developed customer experience measurement metrics, including CSAT, to drive customer satisfaction
• Managed escalation metrics (EPTC), Root Cause Analysis (RCA), and CAPA framework for Operations, ensuring prompt issue resolution
• Directed the Loan Admin team, ensuring loan approval post-documentation/KYC evaluation and Gold Appraisal standards
• Bridged valuation gaps via Gold Appraisal training, reducing differences between Rupeek Ops and Federal Bank to ~3% in 6 months
• Rolled out new SOPs and conducted Loan Admin workshops, resulting in 80% reduction in rejections

As a CX leader, I drove Quality excellence across Flipkart's Customer Experience Organization (CX Org). Key achievements include:

• Quality Leadership: Led a team of >100, overseeing Quality function for 12 in-house LOBs and 5 partner locations across India, Spearheaded Six Sigma and MSA Compliance Audit Charter, ensuring adherence to COPC standards
• CX Metrics Redefinition: Led the Project for the Customer Experience team in redefining customer experience metrics to driving business outcomes.
• Six Sigma Culture: Developed and implemented Six Sigma culture through trainings and ~50 projects (YB+GB+BB), fostering a culture of continuous improvement
• Stakeholder Management: Collaborated with key stakeholders, including Product, Tech, and Analytics, to drive CX goals and objectives
• Process Improvement: Restructured organization-wide Quality Monitoring programs for Flipkart and outsourced partners, driving efficiency and benchmark performance
• MSA Audits: Piloted and standardized Member service agreement audits for partners, measuring conformance and reporting performance
• Awards and Recognition: Won multiple 'Best Team' awards for 4 consecutive quarters over 2 years

From 2014 to 2016, I was a key member of the Strategy and Design team at Flipkart, where I led initiatives to revamp the Customer Experience metric (NPS). My role involved collaborating with the Product team on new launches and conducting external benchmarking with renowned firms like Bain, Forrester, and IMRB.

• Setting up audit processes to assess process/ tester Quality performance across multiple sub-processes for the Amazon App store team.
• Manage a team of ~ 40 QA testers for the Amazon App store team. Determined parameters to be audited, ascertain sampling sufficiency and reporting metrics across these processes.
• Creating SOP (Standard operating procedure) for quality. E.g. New agent certification, Q.A certification, dispute management.
• Represent Quality performance in the Weekly/monthly/Quarterly business reviews.
• Design metrics for the Q.A Team to measure their performance, conduct performance reviews and create a career path.
• Deliver Six Sigma yellow belt training to the operations team.

I began my career as a Customer Service Associate (CSA) and rapidly progressed to Assistant Manager - Quality, overseeing quality programs for international processes and clients