ITES Quality & Operations Manager (12+ years) specializing in data annotation, content moderation; improved IAA to 95% and delivered $60K in annual savings via a 37% AHT reduction.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Operations Quality and Training Manager
GlobalLogic
07.2022 - Current
Results-driven Quality Operations leader who manages end-to-end multiple workflows. Drives process improvements, leveraging data (Quality, Throughput, AHT) for measurable efficiency and cost savings.
Expertise includes cross-functional team leadership, vendor management and delivering actionable business reviews to clients like Google & Amazon.
Conceptualized and delivered a user interface enhancement project, reducing training time by 60% and Average Handling Time (AHT) by 37%, resulting in ~$60K annual cost savings.
Researched and supervised a project aimed to improve the Completeness Metric from 96% to 99% by implementing a dynamic 360 quality and sampling framework.
Redesigned and administered the implementation of a Quality Auditing Portal, resulting in an estimated annual ROI of ~$40K.
Initiated and structured the automation of a human evaluation project leading to an efficiency gain of 29% with an estimated return on investment of $80K.
Senior Team Leader - Quality & Training
GlobalLogic
06.2018 - 07.2022
Lead a quality and training team of 40 member.
Partnered with multiple engineers to integrate data-driven improvements into product and process design.
Reduced the number errors on annotation work by 22% across major categories.
Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation by 15%
Developed comprehensive training programs to equip team members with the necessary skills for success in their roles.
Supervisor - Quality Control
Appco Group UK
11.2014 - 11.2015
Supervised a team of 28 Quality Controllers, ensuring operational consistency and SLA compliance.
Resolved customer service escalations, reducing client complaints and improving satisfaction.
Delivered performance reviews, coaching sessions, and training to boost staff effectiveness.
Generated and presented operational reports to senior management for decision-making.
Customer Experience Coach
Dell International Services
01.2007 - 01.2008
Managed customer support teams (voice & email), ensuring SLA adherence.
Reduced email complaints by 8% leading to a higher first contact resolution.
Researched customer issues, proposing improvements to products and support processes.
Quality Analyst
Vertex India Pvt. Ltd.
12.2003 - 12.2006
Supported Citi Cards operations by troubleshooting technical issues and training new hires.
Guided cardholders through online banking features, ensuring issue resolution.
Conducted training needs analysis (TNI) sessions for new hires, improving onboarding efficiency.