Niyanta Roy
Catalog Lead
Bengaluru
Summary
Dynamic operations professional with extensive experience in Escalations, Defect Mitigation, Risk/ Quality Analysis and Process Optimization within the competitive e-commerce sector. Track record of driving significant process improvements and implementing innovative solutions to enhance efficiency and productivity. Skilled in data analysis, stakeholder management, and developing actionable insights to support strategic decisions. Looking to leverage expertise in operations management and contribute towards the needs of a dynamic and challenging environment. Demonstrated history of working in Ad Policy Compliance/ Enforcement, Seller/ Advertiser Support and Inventory Optimization.
Overview
5
5
years of professional experience
4
4
Languages
Work History
Quality Analyst/Expert
Amazon Ads Trust
10.2022 - Current
- Spearheaded process improvement initiatives by collaborating with Tech partners, leading to productivity savings equivalent to 0.31 FTE alongside training managers and team leads on best practices
- Served as subject matter expert for ad moderation policies, guiding both internal teams and external stakeholders
- Trained and mentored new hires and SMEs on Andon Cord Process and various operational tools, ensuring swift onboarding and production delivery
- Conducted User Acceptance Testing for in-house tools, identifying gaps to mitigate inefficiencies and streamline operations
- Standardized repeatable processes and created workflow documentation for ease of adherence and to ensure compliance to policy
- Drove strategic decision-making through development of reports and analysis of metrics, achieving 53% improvement in Time to Resolve metrics in Q4 2022 and further 44% improvement in Q4 2023
- Managed stakeholder escalations, providing in-depth research and solutions to enhance operational excellence
- Contributed to 60% decrease in year-to-date Andon Escalation Count for policy-related issues
- Supported advertiser appeal processes for multiple brands, identifying defects impacting advertisers thereby ensuring optimal advertiser experience and TAT.
Sr. Quality Associate
Amazon Ads Trust
11.2021 - 09.2022
- Led proactive Seasonal Sprints to identify and remove campaign violations to maintain compliance with Amazon's policies, significantly enhancing customer experience and adherence to content policy guidelines
- Identified and remediated defects impacting shopper experience, significantly reducing defect rates by owning and resolving around 1000 Andon Cord Escalations by adhering to stringent service level agreements
- Conducted thorough root cause analyses, identifying trends and implementing corrective and preventive measures (CAPA) to avert future Escalations
- Collaborated with multiple teams to drive improvements in content moderation workflows and deployed numerous annotation updates to enhance text/image annotation and ML signals
- Actively participated in key seasonal events, identifying and blocking over 2108 defective ads, saving approximately 1,054 hours of potential Andon Cord escalations
- Analyzed advertiser accounts to recommend strategic actions, enhancing advertiser satisfaction and compliance
- Engaged in weekly and monthly business reviews (WBRs, MBRs), presenting metrics and action plans to the leadership team for strategic decisions
- Developed and published weekly/monthly reports on team progress, leveraging visual representations to highlight achievements and areas for improvement
- Innovated automated notification systems for incoming queues, reducing manual checks and prioritizing technological solutions to improve efficiency.
Selling Partner Support Associate
Amazon
02.2019 - 11.2021
- Led a project initiative to optimize inventory accuracy through detailed analysis of customer feedback and return data, reducing returns and refunds
- Conducted thorough analyses of customer issues and determined Investigation Path and Root Cause
- Delivered exceptional support to Amazon sellers, improving the customer experience and reducing defect recurrence
- Published reports to streamline seller communication, maintaining stringent service level agreements and high-resolution quality scores
- Demonstrated flexibility and adaptability by contributing to operations across the US and UK marketplaces, maintaining a high ticket resolution quality score/precision above 95%.
Education
B.Tech in Electrical Engineering -
Bineswar Brahma Engineering College
Assam2018
Higher Secondary -
Cotton College
Assam2014
Class X -
South Point School CBSE
Assam2012
Skills
Microsoft Office Suite (Excel, Word, Outlook, PowerPoint)
undefinedAccomplishments
- Received RnR "Just Do it Award" in Q4,2023
- Received RnR "Collaboration Award" in Q3,2023
- Received RnR "Just Do it Award" in Q1,2023
- Received RnR "Just Do it Award" in Nov,2022
- Received RnR "All Rounder Award" in March,2022
- Received CSAC Spot Awards for Week 23,2021
- Received CSAC Spot Awards for Week 15,2021
- Received RnR for the month of March,2021
- Top 5 Quality Champ for (Week 44 to 47),2020
- Received Impeccable Award for the Week 46,2020
- Received RnR for the month of September,2020
- Received RnR for the month of May,2019
Timeline
Quality Analyst/Expert
Amazon Ads Trust
10.2022 - Current
Sr. Quality Associate
Amazon Ads Trust
11.2021 - 09.2022
Selling Partner Support Associate
Amazon
02.2019 - 11.2021
B.Tech in Electrical Engineering -
Bineswar Brahma Engineering College
Higher Secondary -
Cotton College
Class X -
South Point School CBSE
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