Vatika Mayar

I'm a certified Lean Six Sigma Black Belt professional. I work closely with the Delivery teams to measure and improve the quality of the processes. A large part of my job role is to drive continuous improvement initiatives and support automation and transformation projects.

• I work as a Quality Manager for Airbnb Capability Center, where my team helps transform Quality across Operations' key divisions, namely Supply, Community Support, and Payments by studying operational methods, piloting the changes at ACC, and recommending successful measures for implementation with Global Operations Quality.
• Collaborate with the Delivery teams to conduct business studies and identify process standardization and automation/transformation opportunities.
• Design and implement processes through a transformation journey to maximize the efficiency and effectiveness of the process.
• Spearheading activities involving performance management on key metrics though Variable Monitoring Plan, Training Need Identification, Quartile Management and performance level approach (PLA).
• Develop measurement systems and processes for analyzing and reporting on actionable insights and trends. Represent key customer and agent issues to product and support teams.
• Risk Management – Analyze operational risks by conducting FMEA, put controls in place to mitigate or eliminate risks.
• People management – Managing a span of varied team members, comprising middle-level managers and individual contributors, as per the business requirements, along with working independently on critical projects.

My previous role was Assistand Manager, Quality for Google Ads which is an online advertising platform developed by Google.

• Conduct contractual adherence audits as per SOW to ensure that the processes are compliant to defined requirement of the client & internal requirements
• Drive initiatives to enhance cadence for overall health of the process by including checks at all possible steps of the process and mitigate potential failures
• Publishing dashboard on Key Performance Indicators to drive visibility weekly and quarterly business reviews
• Executing trend analysis for effecting higher productivity and enhancing occupancy and planning and imparting calibration sessions for various processes
• Analyzing the defect data (L1, L2) for trends and opportunity areas to improve overall transaction quality for all lines of the process

Managed end-to-end Training function operations with a team of 12 product and skills trainers. Oversaw new hire ramps and ongoing training for the site, while setting training delivery benchmarks and evaluation processes to ensure high-quality learning experiences.

Designed and developed training content, delivering effective coaching and mentoring sessions.