Summary
Overview
Work History
Education
Skills
Work Preference
Accomplishments
Certification
Timeline
CustomerServiceRepresentative
Siva Sai Raghavendra Avvaru

Siva Sai Raghavendra Avvaru

Deputy Manager- Quality & Training
Hyderabad,Telangana

Summary

Aspiring individual with an excellent leadership skills & proven track record in streamlining Quality and Training function, process improvement and managing training team. Bringing in new ideas to enhance the businesses efficiency and work closely with the people across the function

SERVICE & SALES & COLLECTIONS QUALITY MANAGEMENT | TRANSACTIONAL QUALITY EXPERT | PROCESS IMPROVEMENTS | TEAM MANAGEMENT | LEARNING AND DEVELOPMENT PROFESSIONAL

Overview

8
8
years of professional experience
4
4
years of post-secondary education
4
4
Languages
1
1

Certification

Work History

Deputy Manager- Quality & Training

Creditvidya (Acquired by CRED)
Hyderabad, Telangana
11.2021 - Current
  • Managing the transactional quality for Sales, customer service & collections process.
  • Customer life cycle study and providing inputs for the process.
  • Enhance the Quality performance and implementing quality SOPs. Identifying critical to quality, critical to customer and critical to business opportunities and implementing corrective and preventive actions.
  • Providing the business intelligence based on the data analysis through regular audits.
  • Developed Scripts for inbound & outbound processes, Quality manual, SOPs for the process & training contents basis the changing business requirements to achieve the desired result.
  • Managed the training department as a caretaker manager.
  • Successfully lead the transition of new processes. Lead the projects internally on implementation of STP/new payment channels, Customer experience enhancement, improving the Sales efficiency.
  • Preparing and presenting periodical business reviews with internal management and clients.

QA (Lead)

Girnar care private limited
Bangalore, Karnataka
04.2021 - 10.2021
  • Managing a team of Quality analysts both for outbound and inbound processes.
  • Monitoring team members’ performance and coaching them on their KRA’s.
  • Planning and executing team activities in order to meet the KPI targets with optimum utilization of resources.
  • Client Management: Regular interaction with clients providing inputs on process performance and executing client requirements.
  • Identifying and analyzing the pain areas which have an impact on process KPI’s and ensuring corrective and preventive action plans to overcome these issues.
  • Maintaining Team MIS and publishing process related reports on time.
  • Identifying the process/knowledge gaps and bridging the same. Publishing the TNIs for timely refresher training to ensure continuous improvement.
  • Monitoring and highlighting bottom Quartile performers to improve their performance.
  • Preparing and presenting periodical business reviews with internal management and clients.

Senior Quality Analyst (Lead)

Homecredit India finance private limited
Bangalore, Karnataka
07.2015 - 01.2021
  • Leading a team of Quality analysts inbound/outbound collections process.
  • Assigning daily/weekly/monthly activities for team members.
  • Motivating the team members to ensure the deliverables are met.
  • Providing required training to enhance the skill of Quality analysts.
  • Analyzing the data collected during the call audits and through other monitoring system to provide inputs to process.
  • Responsible for meeting the KPI target. Preparing and driving the action plan to improve process performances.
  • Preparing and presenting periodical business reviews with internal management and clients.

Education

Bachelor of Technology - Electronics And Communications

JNTU-Kakinada
AndhraPradesh
08.2011 - 05.2015

Skills

  • Total Quality Management
  • Training Management
  • Managing Operations and Efficiency
  • Process improvements
  • BQ management
  • Process standardization
  • Process reengineering
  • OJT/NTH
  • attrition/Hiring
  • Team Management
  • Employee engagement
  • TNI/TNA
  • Sales/collections/customer service strategy
  • CSAT
  • conflict management
  • effective driving the KRA/KPI
  • Good communication skills

Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Career advancementWork-life balancePersonal development programsFlexible work hours

Accomplishments

  • Worked on redesigning the training module – Optimized the training content to reduce the classroom training duration from 10 days to 6 days. Resulted in early handover of the resources to production floor and helped to achieve business goal.
  • Implemented the standard Quality and training function from the scrap within short time.
  • Driven the project to improve the quality score to achieve the benchmark. Improved the call quality score from 73% to 85.0% in 3 months period.
  • Worked on controlling the complaints from clients and RBI. Identified the root cause for the complaints and reduced the complaint percentage from 0.5 % to 0.01% over 6 months period.
  • Driven the project to reduce the defect rates in 2nd level customer escalation cases. Reduced the error rate from 4% to 0.5% through constructive feedback and people training.
  • Contributed in increasing the conversions from 45.6% to 59.0%.
  • Driven the mini projects – “Sales Walkathon”, “Wall of fame”, “Challenge your performance”, “Wow call” etc
  • Awarded for my outstanding performance for 3 times in the last 2 financial years.

Certification

Certified Lean Six Sigma Yellow belt

  • License - SG2023YB28043
  • from Sparen & Gewinn Consulting

Timeline

Deputy Manager- Quality & Training

Creditvidya (Acquired by CRED)
11.2021 - Current

QA (Lead)

Girnar care private limited
04.2021 - 10.2021

Senior Quality Analyst (Lead)

Homecredit India finance private limited
07.2015 - 01.2021

Bachelor of Technology - Electronics And Communications

JNTU-Kakinada
08.2011 - 05.2015
Siva Sai Raghavendra AvvaruDeputy Manager- Quality & Training