Waste Reduction
Puneet Nijjar
Quality Analyst
Bangalore
Summary
Ambitious Quality Analyst with track record of dependability, leadership and stakeholder management. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing VSM, plans and process improvement techniques. Dedicated to analyzing and resolving defects. Reliable resource with successfully leading and motivating team as well as assigned Pod members to exceed goals. Offers excellent communication and organizational skills. Adept at resolving conflicts and addressing emerging issues.
Overview
3
3
Certificates
4
4
years of post-secondary education
7
7
years of professional experience
3
3
Languages
Work History
Quality Analyst
Amazon India
Bangalore
02.2022 - Current
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Managing team of 25-30 associates monthly basis.
- Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
- Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
- Defined and implemented quality initiatives to reduce risk.
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and to reduce errors.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Produced monthly reports using advanced Excel spreadsheet functions.
- Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise outcome on latest trends.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Leading team in absence of manager to ensure smooth run of quality operations.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Recruitment Coordinator ( Stretch Role )
Amazon India
Bangalore
11.2021 - 02.2022
- Conducted effective research on potential job candidates and compiled details into reports.
- Worked with recruiting teams and human resources representatives to accomplish hiring objectives.
- Partnered with departmental managers to ascertain hiring needs and subsequently provide candidate recommendations.
- Pre-screened resumes prior to sending to corporate hiring managers for consideration.
- Assisted with writing job postings and job descriptions for boards.
- Scheduled and conducted 112-120 interviews each week.
- Discovered and resolved complex hiring tool related issues that affected scheduling and created alternative to bring maximum productivity.
ERC Senior Associate
Amazon India
Bangalore
06.2020 - 11.2021
- Providing HR support to employees based in USA and India.
- Achieved high satisfaction rating through proactive one-call resolutions of employees issues.
- Managing over 50 contacts per day.
- Addressed employees complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Reinforced established quality control standards and followed procedures for optimal employees interactions.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Analyzed employees service trends to discover areas of opportunity and provide feedback to management.
Senior Associate
Wipro Limited
New Delhi
03.2017 - 05.2019
- To plan delivery of projects as per client requirements for healthy business relationship.
- Helped Increasing productivity by leading new escalation team and floor support team in order to reduce challenge of Quality and Average Handling Time.
- Creating new saved responses and descriptions which were later used in application using Machine Learning and AI Technology .
- Handling 20-30 contacts and cases per day.
- Audited calls to understand customer requirements and to make necessary changes in SOP.
- Transcribed calls into documents. Later with help of subject matter experts, created new calling scripts for Process.
- Improved office operations by automating client correspondence, record tracking and data communications with help of AI and ML.
Education
B.Tech - Mechanical Engineering
Punjab Technical University
Kapurthala 08.2012 - 05.2016
Skills
Quality Improvement
Certification
FLM (AON Hewitt)
Interests
Lean Six Sigma
Standard Operating Procedure
Value Stream Mapping
Project Management
Process improvements
Studying History
Timeline
Quality Analyst
Amazon India
02.2022 - Current
Recruitment Coordinator ( Stretch Role )
Amazon India
11.2021 - 02.2022
ERC Senior Associate
Amazon India
06.2020 - 11.2021
Senior Associate
Wipro Limited
03.2017 - 05.2019
B.Tech - Mechanical Engineering
Punjab Technical University
08.2012 - 05.2016
Projects
- COPQ elimination in exit cases by making an exits wayfinder.
- Real time incorrect transfer notifier.
- COPQ reduction by enabling sharing of extra information to exit employees post their exit.
- Motion reduction by enabling quip file with all possible timelines that associate come across while handing multiple queries over one contact.
- Over processing reduction by creating training content on tax calculations.
- Waiting waste elimination by creating an SOP of enabling interview process through outlook.
- Waiting waste elimination by enabling FAQs around Sodexo meal card queries.
- Security guidelines rework and simplification.
- EVL time reduction by creating macro enabled word file.
- Automated tax sheet introduction to reduce motion waste by enabling macros in excel file in order to compute tax deduction for employees under New Tax Regime 2023.
- Creating informative article for shortpay (IND).
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