Sudhir Shete

Process – DriveCam Lytx.Inc ER (Pune)

· Managing set of Associates in DriveCam Lytx.Inc. event review process

· SPOC for Collision Review Analysis sub process

· Provide insights from audit mining done by QA’s (Internal & CCRP)

· Prepare team allocation and Roster on weekly basis

· Assigned audits for sampling events to gauge the impact on the various format as per client requirement

· Actively participant & lead the client calls

Process – Amazon.NA (Mumbai)

· Managing set of Associates in Amazon.com (North America) email process

· Handled new haired QA’s and OJT batches till they internally certified

· Prepared Weekly and monthly audit report as per client requirement

· Prepare team allocation and Roster on weekly basis

· Provide daily insights from audit mining done by QA’s

· Assigned audits for re-open cases to check the associate controllable and seller or policy process behavior

· SPOC for internal and external calibration

· Managing set of QA’s in Aegis India Ltd. for mutual fund process-Transactional

· Overall, 5 mutual fund process handling with 13 QA’s

· Making Daily, Weekly & Monthly report as per client requirement

· Prepare MBR & QBR deck for client presentation

· Score card discussion with QA’s on monthly basis

· Worked on small project to make outbound script

· Managing set of agents in Flipkart process to improve their quality scores – Transactional

· Worked with a DM to reduce re-contacts and TAT for specific complaints

· Assigned audits done to check Returns accuracy – Claims worked upon by agents in specific scenarios

· Worked closely with the Escalations queue to understand escalation reasons and subsequent mitigation

· End to End Analysis of CEO escalations that comes through in a month – RCA, Listening to calls and CAPA

· Aligned to specific OJT batches – Tools used – Mock sessions, Visual Aids, PKT to improve performance

· Audits done for internal certification of OJT agents before they are externally certified

· Customer Metrics Analysis to improve Site scores in terms of RESOLUTION, ASAT and nCSAT

· Managing the quality piece for one LOB of eBay. in process – eBay Guarantee - Claims

· Interaction with clients on daily basis for updates in process and subsequent update dissemination

· Change Readiness Team SPOC for the process

· Event Management

· Handling Recruitment and conducting tests for the candidates

· Involved in the process of screening candidates as per client requirements