Summary
Overview
Work History
Education
Skills
Interests
Awards
SUPPORTED CAUSES
Timeline
Generic
Shivangi

Shivangi

Quality Operations Manager
New Delhi

Summary

Operations Manager | Quality Assurance | Content Moderation | Vendor Operations | Trust and Safety | Localization Results-driven leader with 9 years of experience enhancing operational efficiency, reducing quality errors, and managing global teams. Expert in QA strategy, vendor relations, and trust & safety compliance. Highly organized, adaptable, and committed to continuous improvement and cross-functional collaboration.

Overview

12
12
years of professional experience
3
3
Languages

Work History

Quality Operations Manager

Welocalize
01.2022 - 05.2023


  • Team Management: Managed 35 languages and a team of 35-40 direct headcounts, including language leads, language managers, and an indirect headcount of 100+ linguists/vendors (located globally). End-to-end owner of their performance, quality, and overall process adherence.
  • Quality Management: Flagged suppliers are performing below client thresholds. Led conversations with customers regarding quality while anticipating their needs, requesting and analyzing root causes, performing corrective and preventive actions, and escalating matters while maintaining client-facing language quality and relevant documentation relating to language quality. Initiated an internal discussion to replace the vendor/translators who have been underperforming for three consecutive months.
  • Vendor Operations: Continuous and rigorous monitoring of supplier performance, inclusive of OTD, time-to-accept task, language quality, adherence to instructions, style guides, real-time headcount availability, recruitment in process, etc.
  • Onboard the new vendors and linguists. Created their credentials, and got them certified with client-required tools, SOPs, style guides, glossaries, etc. Be the vendor/linguist POC for any gaps or challenges during on-boarding until projects have been delivered with quality.
  • Cross-team collaboration: Engaged the Language Services team with the requisite information necessary for recommendations of new or replacement resources for a client or program; therefore, aided senior leadership during the executive decision-making process.
  • Collaborate with the Language Services and PM team to analyze the new project requirements and plan out the whole production cycle to deliver the project. Reach out to the vendor teams with a specific plan of action, and fill in any gaps.
  • Directed day-to-day operations by spearheading the implementation of short-term and long-term strategies to achieve business plan and profitability goals. Documenting the weekly and monthly freelancer hours spent on tasks, and raising their POs.
  • Reporting and Analysis: Driving weekly client calls (client - Google), WBRs, and MBRs. Along with addressing customer concerns with suitable solutions within the resolution SLA. Experienced in handling JIRA, PBI reports, and other client tools. Creating daily internal dashboards, a daily vendor dashboard, and an on-time delivery dashboard.
  • Support the development of customer initiatives, internal initiatives, or new processes. Conducting TNAs to continuously train and upskill resources. Where required, train suppliers on client and client-specific tools as new improvements are made or new tools are launched. Also, support the client with beta tool testing.
  • Contact: Melina Mu - melina.mu@welocalize.com

Catalog Content head

Bravvura
05.2022 - 11.2022
  • Company Overview: A New York-based company drives a project called Shopperrun. Shopperrun provides an A-Z plan to take hypermarkets online by creating their catalog, designing the web and app, and providing operations support, including shoppers and runners.
  • Managed, recruited, and developed a team of Quality Analysts (24) and SMEs (3). Responsible for ensuring teams' productivity and quality goals are met, and the path for efficiency improvements. Ensuring weekly team connects, feedback sessions, monthly TNA, etc. Managing attrition, shrinkage, idle time, performance, performance improvement plans, and other operational action items.
  • Launched 3 grocery stores online within a span of 2 months, along with managing operations activities for 7 existing stores.
  • Managed daily stakeholder calls, ensuring smooth communication channels between the tech, app, design, marketing, and program teams.
  • Managing weekly updates from the store and brand vendors to understand the upcoming products, fulfilled sales, and non-performing products.
  • Managing daily catalog updates, such as out-of-stock product disabling, creation/updating of new products, curation of existing products, appropriate attribute creation, weekly sale price updates, daily flash sale updates, product prioritization, home page setup, and diving deep on duplicate products.
  • Managing pre-live tasks, creating catalog categories per market standards, mapping categories and subcategories, fixing prices and taxes, and checking app and website sanity and functionality.
  • Initiated the replacement products tagging project, i.e., to ensure each order is completely fulfilled by offering a customer a replacement product when the ordered item is out of stock. Therefore, ensuring customer satisfaction and improved revenue by 6.3%.
  • Initiated the organic results improvement project. Tagged primary and secondary keywords to each product, tracked the top 100 searches, and tagged them to specific products and categories to ensure the right results. Therefore, the time spent by a customer to search for a product was reduced.
  • Initiated the 'Also bought with' section based on customer buying history.
  • SOP creation for product description, image creation, image acceptability, and prohibited products. Introduced an improved quality management system for catalog audits.
  • Contact : Tina - 9266680005

Catalog Lead

Amazon
04.2018 - 02.2022
  • Managed a team of nine employees, overseeing cross-training, work allocation, professional growth of employees, and sharing timely feedback or responses to their queries. Also managing quarterly and annual performance reviews, and POA for areas of improvement.
  • Primary POC for any Spanish MP content moderation request for ads (SP, SB, Stores). Trained and mentored new hires, including giving timely OJT batches, providing feedback, and removing any blockers from the ramp-up period by adding more use cases, refresher sessions, and buddy sessions.
  • Managed peak periods of the shopping festival (Amazon internal and external). Handled work allocation, priority ad/store approval requests, or priority claim approval requests from brand account managers.
  • Reviewing weekly audits of the team, and timely closure of rebuttals. Sending out a weekly learning chart to help the team understand gaps. Drove operational improvements, which resulted in saving human effort and thus resulted in saving man-hours.
  • Owned hiring predominantly for Spanish marketplace. Framed Spanish test papers, conducted Spanish language interviews, and operations rounds. I mentored a newly trained interviewer to upscale their skills and independently conduct interviews.
  • Recognized as the “COO - Customer Obsession Owner” award; received approximately 12 appreciations on different occasions for seamlessly managing each account manager's requests for content moderation.
  • Worked with policy stakeholders to ramp up SOPs and the policy clarification wiki/prohibited content policy for all ad types, which helped the team exceed goals for quality.
  • Owning daily stakeholder calls to present call-outs, dive deep into any SLA misses, or report any shrinkage or spikes in the volume.
  • Primary POC of policy clarification calls with policy stakeholders to enable moderators take a judgement call in edge cases.
  • Organized quarterly team outings, selected venues, made itineraries for the day of the event, organized cultural activities, and prepared updates, etc.
  • Contact: Dharambir Singh - 999-946-4710.

Sr Content Reviewer, Spanish

Amazon
04.2017 - 04.2018
  • Learned search ads relevance program and exceeded goals through effective task prioritization and great work ethic.
  • Played a key role in onboarding the Spanish Ads moderation program to the Delhi location, without impacting the existing search ad relevance process.
  • Primary operations POC to launched Mexico in Amazon advertising - translation of all the rejection emails sent to the advertiser, into Spanish. Conducting testing by creating ads from spoofers account on each ad type.
  • Conducted UATs for Mexico MP to ensure a smooth and hassle-free start-to-end advertising experience. Provided daily reporting of testing success/failure and POA to remove blockers. Received appreciation from Sr. TPM has successfully launched the process within the given timelines.
  • Developed policies around Mexican and Spanish cultural festivals, and helped the team to judge and identify ads based on cultural events and shopping festivals.
  • Organized cultural and fun activities at workplace.
  • I have owned multiple CSR initiatives.
  • Contact: Dharambir Singh - 999-946-4710.

Sr. Catalog Quality Reviewer, Spanish

Amazon
05.2015 - 03.2017
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity as we used to work on multiple tools.
  • Translated MX keywords dictionary: 15,000 individually, along with all possible synonyms for each word. This was of utmost importance for the MX Amazon site search launch.
  • Gradually became an auditor for keyword phrase mapping, and managed each batch quality per SOP, therefore leading to improved machine learning.
  • Post-MX launch, we observed multiple duplicate products on the Amazon MX site. Quickly ramped up on the duplication process and moved into production to clear approximately 5,000 duplicate products in a week.
  • SOP revamp owner. I made a detailed SOP about each attribute and added use cases, along with weekly SOP connections with SMEs. This helped improve quality from 89% to 99%.
  • I trained the Bratislava team on keyword phrase mapping and mentored them until they ramped up to complete the production environment.
  • The auditor took over the role of admin for each batch. Effortlessly handled batch generation, correct brownstone and attribute pairing, work generation and allocation, consistency monitoring each batch's life cycle, and ensuring machine learning models' quality is 100%, along with keeping batch life to a minimum.
  • Successfully delivered an Amazon VP-level goal to reduce incorrect search results in the furniture category.
  • Contact: Aanchal Rana - aanchalr@amazon.com

Quality Auditor

Etech
06.2014 - 05.2015
  • Reviewed work instructions and audit strategies to verify compliance with established standards.
  • Provided continuous feedback to FCs to improve on precision, provide with specific improvement areas.
  • Suggested one step change to decrease call AHT by 10 seconds each and therefore leading to decreasing human effort by an hour on each day.
  • Primary POC to speak to clients in Spanish to bring new processes onboard.
  • On-boarded on 3rd party up-selling call audit process for MX marketplace. Created detailed SOP parallel to the guidelines given by stakeholders. Trained existing quality auditors along with a ramp up plan. We were able to bring in a business of ~1000 USD/week to the company.
  • Organized fun and cultural activities.
  • Contact : Gunjan Acharya - Gunjan.acharya@gmail.com

Guest Lecturer

IACG(JNTU)
09.2011 - 02.2012
  • Company Overview: An animation engineering institute started to offer a beginner course of Spanish language.
  • Designed beginner level Spanish language course for Engineering students.
  • Made class session interactive by including videos and audios.
  • Helped students gain confidence and enable them to have basic Spanish language conversation.

Education

MA - Spanish Literature, Linguistics & Culture

English And Foreign Language University
Hyderabad
04.2014

BA Hons. - Spanish Language And Literature

English And Foreign Language University
Hyderabad
04.2012

Skills

  • Vendor operations management
  • Quality Operations management
  • CAPA/RCAs/TNAs
  • Team management
  • JIRA
  • PowerBI
  • Spanish language expert
  • Ads Content Moderation
  • Ownership & Dive deep

Interests

Reading, Learning performance art, Traveling, Attending and performing stage plays

Awards

Kudos Shout-out - Client services and Quality excellence Welocalize, Extra Miler Amazon, Performance excellence Amazon, Avishkar - Innovation Amazon, All Rounder Amazon, Core Excellence Amazon, Best Trainer Etech

SUPPORTED CAUSES

  • Blood Donation Camps
  • Kerala Flood donation

Timeline

Catalog Content head

Bravvura
05.2022 - 11.2022

Quality Operations Manager

Welocalize
01.2022 - 05.2023

Catalog Lead

Amazon
04.2018 - 02.2022

Sr Content Reviewer, Spanish

Amazon
04.2017 - 04.2018

Sr. Catalog Quality Reviewer, Spanish

Amazon
05.2015 - 03.2017

Quality Auditor

Etech
06.2014 - 05.2015

Guest Lecturer

IACG(JNTU)
09.2011 - 02.2012

MA - Spanish Literature, Linguistics & Culture

English And Foreign Language University

BA Hons. - Spanish Language And Literature

English And Foreign Language University

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Shivangi Quality Operations Manager