Shine Raj

• Industry - Banking
• Identity, lead, manage, mentor or execute process improvement and digitization initiatives for support functions with the objective of eliminating cost, improving Customer experience and Increasing efficiency.
• Build a culture of continuous improvement and innovation.
• Coach, guide and support team to achieve team, department and strategic objectives.
• Manage and execute as per plan key cross functional cross organization initiatives.
• Best practice implementation by collaborating with operations teams.
• Measure effectiveness of the quality programs that are deployed.
• Create and deploy quality strategies that supports organizations OKRs.
• Improved CSAT from 68% to 91% over a period of 6 Months. With a month on month quality intervention impact of 0.68% to 0.85%
• Reduced repeat contacts from 12% to 6.68% in over a period of 6 months.
• Improved NPS for CS from 48% to 60% with a month on month quality team impact of 0.50% to 74%.

Industry - Ecommerce

• Collaborated with cross-functional teams to develop and implement process and system improvements.
• Provided guidance on change management initiatives related to quality assurance systems upgrades or process changes.
• Promoted collaboration between QA teams and other departments to improve communication channels and integrate feedback loops effectively throughout the organization.
• Enhanced product quality by implementing strict monitoring procedures and conducting regular audits.
• Conducted risk assessments to identify and mitigate potential quality issues

Industry - Handling Outsourced business

Client - Microsoft (Consumer & Commercial)

• Drive continuous improvement for Transaction Quality and Delivery.
• Revisit Compliance and Quality framework periodically to see the deviation and fix the gap.
• FMEA review and compliance audits for better process governance.
• Conduct quality maturity model assessment periodically and be updated with all aspect related to SOP.
• Strengthen Quality management processes / framework to improve quality delivery
  Accurately capture SLA/SLO metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet client's expectation.
• Through continuous governance practice we could identify potential revenue leakage of 1000+ dollars for the clients.
• Reduced CSAT 1 rating for the process from 14.8% to 8% by reducing agent error from 35% to 18%.

Industry - Ola Cabs

• Responsible for pan India and international quality performance for Ola.
• Build and design the quality framework and contribute towards streamlining the QA process.
• Manage QA processes and be responsible for end to end delivery.
• Work directly with the operations, develop teams to create and implement improvement initiatives for new process and metrics, strategic planning, collecting data and working on reports, guide, mentor and manage the QA team members.
• Managed a span of 5 Assistant Managers and total span of 50 member QA team.
• Liaise with product and operations team to Implement desired results, Focus on Center quality performance.

Industry - Outsourced Partner

Client - Airtel Broadband for Platinum customers (Telecom)

• Revised and drafted policies and procedures to address deficiencies comprehensively.
• Developed standard operating procedures for consistent quality, ensuring adherence across all team members.
• Recorded, analyzed, and distributed statistical information.
• Recognized outstanding achievements within the team, instilling motivation for continued excellence in daily operations.
• Reduced production defects by streamlining processes and refining team communication strategies.

Industry - Internet Content and VAS

• Monitored staff organization and suggested improvements to daily functionality.
• Conducted audit inspections and independent checks to verify content and data.
• Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
• Developed comprehensive training programs for new quality control team members, ensuring consistent performance across the board.

Industry - Ecommerce

• Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
• Liaised with vendors and end-users to uncover system optimization opportunities.
• Participated in departmental meetings to establish short- and long-term strategy.
• Developed and maintained quality assurance procedure documentation.

Industry - Outsourced partner

Client - Carlsberg (Employees IT Support)

• Drive the RCA process and implementation with SA and SMEs.
• Preparation of weekly metrics and status of defect preventing process.
• Ensures solutions are applied to all appropriate configurations. Conducts statistical analysis on quality metrics reports to ensure that they are within control limits.
• Works with Green Team members across the location(s) to improve and change the QA / RCA process by seeing if any solutions can be implemented or applicable to other locations/centers.

Industry - Outsourced IT Partner

Client - Belkin UK, US and APAC (networking)

• Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
• Created and revised procedures, checklists and job aids to reduce errors.
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Championed a proactive approach to problem-solving within the team, fostering an environment of collaboration and innovation.
• Developed comprehensive training materials for new hires, fostering a culture of knowledge sharing and continuous learning within the team.
• Administered monthly internal quality audits and assessed results to inform corrective action measures. Identified products where Firmware upgrades are required and there by reducing the DSATS by 5 percentage points at a monthly Avg and revenue growth for the clients.