Manager Quality

Amuthan Santhiyagu R

Plot no: ***, babuji nagar,

Second Cross Street,

Thiruninravur – 602024

Cell: +91-882*******, 735-***-****

Email: *******.**********@*****.***

TEAM LEAD / Sr CSE / Quality Analyst

Offering nearly 8 years of experience in BPO, Banking domain

Seeking a challenging role as Assistant Manager / Domain Consultant / Process Consultant

Business Operations Team Management Client Interaction Process Transition Training

Professional Experience

Teleperformance Global Services Pvt Ltd., Chennai

Team Leader (Jun 2015 – Jun 202)

Company Profile: Teleperformance Global Services is a third-party Business Process Outsourcing (BPO) & contact center provider firm headquartered in Taguig, Metro Manila, Philippines and Mumbai, India, backed by Blackstone Group., with more than 55,000 people organization spread across 66 global delivery centers across USA, UK, India, Poland, and Philippines; supporting 100+ clients in over 50 languages.

Key Profile: Managerial

Effective Leadership, Sound Judgment & Decision Making Skills, Persuasive Communicator, Excellent Analytical and Problem Solving skills.

Functional

Operations Management, Project Management, Operations Excellence, Transition & Process Automation, Process Management & Improvement, Quality & Compliance, Reports, Training & Development, Service Delivery, Team Building & Management, Customer Service.

Responsibilities:

Backup for team manager in handling the deliverables for the processes also by coordinating with the respective team leaders, managed totally 33 processing associates with 2 TL’s and 3 Support function associates (Quality analyst and Trainer).

Interacting with clients through e-mails and daily conference calls to review and resolve operational issues as well as implement new process & procedure changes.

Key Deliverables – Production, Quality, TAT, Handling APT, Queue monitoring & work allocation, Floor Management, Schedule Adherence, Audit checks, Attrition, Shrinkage, Incentive calculation, Performance Appraisal etc.

Preparing payroll data on a monthly basis along with billing data for clients.

Preparing weekly, monthly and quarterly reports and maintain employee performance database tracker with a view to monitor efficiency of associates.

Forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency.

Single point contact for technical issues - Chennai operations with onshore clients

Identifying the Cross Training and Recruitment requirement

Preparation of various MI reports on different periodic basis

Plan staffing requirements & ensure resource availability

Ensure that all the policies of the company are strictly adhered

Coordinating with Admin, HR and Technology department on various employee / official issues.

Highlights:

Pivotal role in ensuring successful process GO-Live (Barclays (Cash Management Operations).

Gained exposure in different sub processes and received client appreciation for timely completion of the training.

Leading the team for Innovation ideas, LEANOMATION, First Time Right (FTR project), and Value Stream Mapping which were showcased to leadership teams.

Focused on process improvements by reducing wastes within process and thus 02 FTE’s were reduced.

01 FTE worth work was migrated offshore and successfully carried out for BCBS clients who are leading to 3-4 additional works to be migrated offshore by Q1 2017.

Merit., Chennai

Quality analyst (Nov 2013 – Jan 2015)

Company Profile: Merit. We build DATA + CODE for some of the world’s leading B2B brands. Through pioneering marketing data, product data, customized software and marketing automation, Merit helps brands of all sizes confidently embrace the challenges of the future. My career spanned over 3 years in this organization (February 2012 – April 2015)

Key Profile: Managerial

Effective Leadership, Sound Judgment & Decision-Making Skills, Persuasive Communicator, Excellent Analytical and Problem-Solving skills.

Functional

Operations Management, Project Management, Operations Excellence, Transition & Process Automation, Process Management & Improvement, Quality & Compliance, Reports, Training & Development, Service Delivery, Team Building & Management, Customer Service.

Responsibilities:

Dual responsibility of being a SME and a QC

Handle a team of 15 agents where I am in charge of their KRA’s like Productivity, Quality Control, and overall performance.

Conducting timely feedback more from the quality perspective.

Being on par with the clients on data requirements and delivery.

Responsible for the quality of the outgoing data.

Handling different projects with various requirements.

Educational / Technical Qualifications

PGDCA – Post Graduate Diploma in Computer Applications

Completed Bachelor of Computer Science from Jaya college in 2009

Completed X to XII std from Angel Matric High School, Thiruninravur – 602024 in 2005

Personal Particulars

Father’s Name : Santhiyagu .R

Date of Birth : 31st December 1987

Languages : English, Tamil

Age : 33 Years

Marital Status : Married

Nationality : Indian

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