SHASHANK CM

Bigbasket - Tata Enterprise.

Bengaluru

09.2019 - Current

Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
Conducted root cause analysis to investigate the source of problems in the production process.
Ensured compliance with company standards, regulations and procedures related to quality control.
Monitored production processes for accuracy and conformance to established standards.
Implemented corrective actions, when necessary, to improve overall process quality.
Conducted thorough quality assessments on products/processes to identify.
Participated in internal calibrations with Quality and Operations, Training, and ensured consistent scoring. Also worked as calibrations SPOC.
Actively used quality management system to compile, track, and trend agent performance.
Consistently sent weekly and monthly performance reports of the teams and conducted weekly briefing/quality sessions.
Worked on data analysis of repeat data and force closure data.
Participated in chatbot audits to identify errors made by bots and provided feedback to the product manager.
Worked for GAP - Governance Audit programs, along with Audit and compliance team, and process team.