Reet Bhatia
Haryana
Summary
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
Certificate
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 billing disputes and customer service for one of United Kingdom's biggest gas suppliers
- Conducted training needs analysis (TNI) sessions for teams which helped in improving the quality scores from 94% to 98%
- Improved client and vendor quality variation by 9%
Education
MBA - Business Administration
University of Wales
United Kingdom09.2013
Bachelor in Hotel Management - Hotel Management
Bangalore University
Bengaluru, India05.2000
ISC - Class 12
St. Thomas College, Dehradun
Dehradun, India05.2000
ICSE - Class 10
St. Thomas College, Dehradun
Dehradun, India03.1997
Skills
- KPI tracking
- Problem-solving
- Written and oral communication
- Process improvement
- Client relationship
- Soft skills training
Certification
Green Belt Certified - Lean Six Sigma, 2013-01-01
Languages
English
Hindi
Timeline
Operations Quality and Training Manager
GlobalLogic
07.2022 - Current
Senior Team Leader - Quality & Training
GlobalLogic
06.2018 - 07.2022
Supervisor - Quality Control
Appco Group UK
11.2014 - 11.2015
Customer Experience Coach
Dell International Services
01.2007 - 01.2008
Quality Analyst
Vertex India Pvt. Ltd.
12.2003 - 12.2006
MBA - Business Administration
University of Wales
Bachelor in Hotel Management - Hotel Management
Bangalore University
ISC - Class 12
St. Thomas College, Dehradun
ICSE - Class 10
St. Thomas College, Dehradun
Personal Information
Title: Operations Quality and Training Manager