Data Science
Jesse Jawahar
Director Quality Assurance
Hyderabad
Summary
15+ years of experience with BPO Industry in Operations and Quality & Training Certified Quality Auditor program certification and YB/GB training done at Aegis Limited Certified Lean Six Sigma (Green Belt) from KPMG Bangalore Certified in Lean Six Sigma Black Belt & Analytical Hierarchical Process Practitioner from Benchmark Strong competency in Microsoft Excel & Automation in Excel dashboards Excellent Analytical, Training and problem-solving capabilities and good Data Management skills Self-motivated with a capability to prioritize, plan, action and implement solutions.
Overview
15
15
years of professional experience
3
3
Certifications
4
4
Languages
Work History
Sr Manager / Director Quality Assurance
Teleperformance India Pvt LTD
11.2017 - Current
- Responsible for 3sites – Indore, Hyderabad and Mohali Location with team size of 150 members
- Managed 12 different Lob’s (Inbound & Outbound campaign’s – Pre Sales & Customer support )
- Responsibility –
- As a Quality Assurance Director, I am responsible for planning, developing, and directing quality assurance policies, programs, and initiatives for the process
- Create an environment that allows for individual growth, solutions flexibility and innovation
- Identity Automation opportunities, Process enhancement and improvement projects to meet or exceed the SLA targets
- Training and Coaching for Subordinates on Quality fundamentals to ensure successful completion of projects and initiatives having continual improvement in processes
- Develop quality assurance plans by conducting analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions & monitoring methods
- Enhance the current Quality Monitoring evaluation methodology, including forms, calibration, and feedback process
- Identify issues and challenges, lead/ facilitate improvement projects, measure and validate project results, and facilitate successful implementation of all facets of process improvements or changes identified
- Design and implement KPI measures, measurement systems and visual tracking controls/dashboards to manage process performance for sustainability and continuous improvement
Manager
Aegis- Ltd, Aegis Limited
Bangalore
08.2014 - 06.2017
- Bangalore Location with team size of 40 members
- Managed 17 different Lob’s (Inbound & Outbound campaign’s - Sales and Service)
- Quality -
- Process enhancement and improvement projects to meet or exceed the SLA targets
- Training and Coaching for Subordinates on Quality fundamentals to ensure successful completion of projects and initiatives having continual improvement in processes
- Lead the administration and enhancement of the Quality Monitoring Program to meet the needs of Client & Its customers, and its employees
- Develop quality assurance plans by conducting analyses; identifying critical control points and preventive measures; establishing critical limits, monitoring procedures, corrective actions & monitoring methods
- Enhance the current Quality Monitoring evaluation methodology, including forms, calibration, and feedback process
- Identify issues and challenges, lead/ facilitate improvement projects, measure and validate project results, and facilitate successful implementation of all facets of process improvements or changes identified
- Design and implement KPI measures, measurement systems and visual tracking controls/dashboards to manage process performance for sustainability and continuous improvement
- Training -
- Identifying and assessing future and current training needs
- Drawing an overall or individualized training and development plan
- Deploying a wide variety of training methods
- Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers
- Draw an overall or individualized training and development plan that addresses needs and expectations
- Deploy a wide variety of training methods
- Conduct effective induction and orientation sessions
Assistant Manager
Aegis- Ltd
Bangalore
12.2011 - 08.2014
- Maintain client interactions
- Rolling out action plan or PIP, wherever required, across the floor
- Driving Quality / Process improvement methodologies
- Design & Review Plan of Action for Quality and Training
- Monitor Productivity & Efficiency of Quality Executives.
- Track agent & TL wise improvement, publish Monthly Banding
- Manage team of 14 QA’s for DTH – 7 , Retention – 4 , Collection - 3
- Currently handling Retention, Collections and DTH Customer care (both inbound and out bound)
Lead
Sparsh Bpo Ltd
Bangalore
07.2011 - 12.2011
- Monitor Productivity & Efficiency of Quality Executives
- Rolling out Weekly/Monthly Quality Dashboard to track agent/QA productivity
- Rolling out action plan or PIP, wherever required, across the floor
- Design & Review Plan of Action for Quality and Training
- Maintain client interactions & share the updates with the team
- Driving Quality / Process improvement methodologies
- Track agent & TL wise improvement, publish Monthly Banding
- Overall handling 7 processes- Automobile- 3, FMCG – 1, Info -2, Insurance – 1, Web hosting - 1
Lead
Aegis- Ltd
Hyderabad
04.2010 - 05.2011
- Monitor Productivity & Efficiency of Quality Executives
- Rolling out Weekly/Monthly Quality Dashboard to track agent/QA productivity
- Rolling out action plan or PIP, wherever required, across the floor
- Decisions on Re-Assessments
- Design & Review Plan of Action for Quality and Training
- Maintain client interactions & share the updates with the team
- Driving Quality / Process improvement methodologies
- Track agent & TL wise improvement, publish Monthly Banding
- Plan & initiate audit frequency for the associates on floor and in New Hire Training batches
- Monitor efficiency of Training by conducting batch audit for New Hire Trainings.
Quality Specialist
Aegis- Ltd
Hyderabad
07.2007 - 03.2010
- Meeting Weekly/ Monthly Audit targets
- Providing Documented Feedback / Coaching to all agents
- Track agent & TL wise improvement, publish Monthly Banding
- Enable the team members to adhere to the call & process flow
- Forwarding Calls to client, if required
- Maintain client and internal calibration variance at <+/-5%
- Share updates given by the Client.
Customer Care Executive
Aegis- Ltd
Hyderabad
11.2006 - 06.2007
- Resolving Query, Request and Complaints of customers
Education
MBA -
Manipal University
B.A - History
Gaya College
XII New Gov - undefined
t Boy’s Junior college
undefined
X St Jude’s High School
Skills
Quality improvement prioritization
undefinedAdditional Information
- ACHIEVEMENTS: , Awarded with star performer in the Quality Metric in Month of Mar’2007, Jun’2007 Awarded with Best Quality auditor in the Month of Aug ‘2009 Became the first Aegis Certified Quality Auditor in the month of Dec’ 2009 Promoted to handle both Quality and Training- 2010 Awarded with BRAVO award for exceptional performance and support provided to Operations -2011 Certified in COPC Quality standards in 2011 – Online training and Certification Client appreciation for consistent support and insights provided for entire year of 2013 Awarded with Shine award consecutively for Support provided to Operation as AM-Quality Promoted as Manager- Quality for entire Bangalore site consisting of 17 Lobs’. Awarded with Ovation Award for driving Quality and ensuring process improvement across all lob’s – Jul 2016 Awarded Best Quality team for 2020 for adding value and meeting / exceeding expectations Promoted to Director Quality in 2021 – Managing entire CS vertical for leading Ecommerce business
- Date of Birth:
Accomplishments
i. Awarded with star performer in the Quality Metric in Month of Mar’2007, Jun’2007
ii. Awarded with Best Quality auditor in the Month of Aug ‘2009
iii. Became the first Aegis Certified Quality Auditor in the month of Dec’ 2009
iv. Promoted to handle both Quality and Training- 2010
v. Awarded with BRAVO award for exceptional performance and support provided to Operations -2011
vi. Certified in COPC Quality standards in 2011 – Online training and Certification
vii. Client appreciation for consistent support and insights provided for entire year of 2013
viii. Awarded with Shine award consecutively for Support provided to Operation as AM-Quality
ix. Promoted as Manager- Quality for entire Bangalore site consisting of 17 Lobs’.
x. Awarded with Ovation Award for driving Quality and ensuring process improvement across all lob’s – Jul 2016
xi. Awarded Best Quality team for 2020 for adding value and meeting / exceeding expectations
xii. Promoted to Director Quality in 2021 – Managing entire CS vertical for leading Ecommerce business
Certification
Lean Six Sigma Greenbelt
Interests
Acquiring new Technical Issues
Timeline
Analytical Hierarchical Process Practitioner
07-2022
Lean Six Sigma BlackBelt
06-2021
Sr Manager / Director Quality Assurance
Teleperformance India Pvt LTD
11.2017 - Current
Lean Six Sigma Greenbelt
07-2017
Manager
Aegis- Ltd, Aegis Limited
08.2014 - 06.2017
Assistant Manager
Aegis- Ltd
12.2011 - 08.2014
Lead
Sparsh Bpo Ltd
07.2011 - 12.2011
Lead
Aegis- Ltd
04.2010 - 05.2011
Quality Specialist
Aegis- Ltd
07.2007 - 03.2010
Customer Care Executive
Aegis- Ltd
11.2006 - 06.2007
MBA -
Manipal University
B.A - History
Gaya College
XII New Gov - undefined
t Boy’s Junior college
undefined
X St Jude’s High School
Similar Profiles
Revathy MunusamyRevathy Munusamy
Team Lead Finance and Accounts at Teleperformance India Pvt LtdTeam Lead Finance and Accounts at Teleperformance India Pvt Ltd
Piyush KharePiyush Khare
CRM Operations Team Leader at Teleperformance India Pvt LtdCRM Operations Team Leader at Teleperformance India Pvt Ltd
Darpana Darpana null
Team Leader at Teleperformance India Pvt LtdTeam Leader at Teleperformance India Pvt Ltd