Sandeep Raghavendra Ammula

Results-oriented Senior Quality Manager with a rich 13-year history in the Service industry, showcasing a track record of successfully implementing the Best QA framework, spearheading continuous improvement initiatives, and adeptly overseeing the entire Quality vertical. Eagerly pursuing a dynamic role where I can bring forth my dedicated leadership, strategic foresight, and commitment to achieving excellence in quality standards.

* Quality Improvement for FC: Defined metrics such as Black box accuracy and White box accuracy for 40 EU FC's and 200 FC's respectively. By defining these metrics, creation of an user interface that provides direct coaching points to FC with real time action plan has been enabled. By 2022, the project improved ML accuracy from 99.82% to 99.89% with DPMO
touching 280 and saves of $2.5Mm p.a.
* New Hire Ramp up: The Lean project to improve the new joiner ramp up curve by introducing focused training plan. The corrective action tool deployed with customized coaching reduced the defect injected by new joiners in first 2 weeks. The projects improved the FPY of new joiners from 60% to 80% in 3
weeks of ramp up time with ~200 bps improvement in accuracy. Overall saves from this project is ~$1.4 Mm p.a.
Launch of UAP and DRT team: As part of improving internal operations of Quality team, collaborated with the Tech team in creation of Universal Audit portal(UAP). This innovation has automated the entire audit work flow thereby reducing the redundant tasks auditors were manually working on. Also,
formation of DRT team has reduced the dispute life cycle which was previously trending at 9 days to 2 days thereby providing quick coaching and feedback to associates. Through the automation and change in process workflow, Quality team was able to save 17 FTE HC and improve Program accuracy by
~70bps leading to a saving of $1.9 Mm p.a.