MEGHA NAYAN

Results-driven Quality and Risk Control Specialist with 7+ years of progressive experience in compliance operations, process improvement, and escalation management. Proven expertise in designing and executing robust risk frameworks, quality audit programs, and operational excellence initiatives across global teams. Adept at leveraging methodologies such as Lean Six Sigma, DMAIC, SCRUM, and Agile to drive process standardization, root cause analysis, and defect reduction. Recognized for developing strategic controls and automation solutions that improve SLA adherence, reduce compliance gaps, and enhance stakeholder satisfaction. Strong communicator and collaborator, skilled in SOP development, stakeholder engagement, and performance reporting, with a consistent record of reducing defects and strengthening governance.

• STAR - Automated dashboard - Process improvement, To stabilize the process by reducing quality defects and reversals and to identify trends that could serve as risk signals for compliance monitoring., Automated creation of a Quick Sight dashboard, defect trend analysis, historical data lookups, risk analysis, root cause analysis and SLA monitoring through live metrics displayed in the dashboard., The execution resulted in a reduction of root causes through a decrease in quality defects. Till Q4'24, because of this initiative, we have corrected 7K defects proactively resulting in DPMO reduction (~15%) in 2024 and enabled effective sampling extractions based on the top trends derived.
• Quality Framework for NTO (New Task Onboard) process, The goal is to focus on and set up governance around the pitfalls or gaps in Process Health Metric (PHM) tracking during the planning and deployment of New Task Onboarding (NTO)., Finalized the NTO intake model of (1) Gating mechanism (2) Post approval action steps (3) Control standardization. The model evolves through 12 phases following the agile epics approach, representing a complex project that is to be scoped, processed and delivered. Mapped the high-level process steps using a SIPOC diagram and tracking progression from trial to pre-DMP phase and then to the full QMS. Created a Standard Operating Procedure (SOP) for the NTO intake mechanism, streamlined TPH and SLA based on the Maturity Index for each task., Created a new NTO framework using a Gantt chart and process maps, mitigating gaps that delayed Process Health Metric (PHM) goal attainment. Recommendations led to implementing risk control at the earliest process development and deployment stage. Primary success metric: Root cause reduction. Secondary success metric: Reduced timeline for NTO PHM measurement.