Jhelum Dutta

• Proficient in applying Lean Six Sigma methodologies to identify process inefficiencies and implement solutions. Demonstrated track record of driving continuous improvement initiatives, resulting in increased efficiency and cost savings.
• Led a cross-functional team to implement process improvements, resulting in a 70% decrease in Agent Handle Time for Task Triage
• Managed and mentored a team of 20
• Investigated potential compliance violations and reported findings to senior management.
• Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
• Delivered subject matter expertise for internal and external customers on compliance best practices and quality control.
• Performed regular compliance reviews and audits, identifying non-compliance issues.
• Addressed compliance issues by developing and implementing corrective action plans.
• Implemented effective compliance policies and procedures to meet regulatory requirements.
• Analyzed and identified risk areas to determine compliance with applicable laws and regulations.
• Implemented a clear overall quality strategy with scalable processes/tools/systems that allow efficient monitoring of decision accuracy and surface overall user experience issues fast and effectively to define appropriate continuous improvement programs
• Effectively managed and mentored a team responsible for diverse workflows, Quality channels, and global stakeholders
• Driven accountability with team leads and their teams to meet quality performance goals and ensured program standards are met on a week-over-week basis
• Assessed and prioritized the top-quality issues affecting the teams in your office across all decision-making channels
• Quantifed business cases and driven cross-functional partners to change their systems, processes and policies to achieve better outcomes
• Driven investigation of highly sensitive issues affecting your office, working with teams and leaders across client organization to understand what happened and why
• Delivered just-in-time training to Analysts on new or changing Content Policies as well as “refresher” training on existing Content Policy on an as-needed basis
• Actively re-reviewed decision accuracy audits to ensure consistency and alignment with our community standards and internal policies
• Managed investigations of escalations of inaccurate decisions, to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect
• Conducted Quality Excellence and Continuous Improvement Workshops–
  A. Driven Kaizens across account
  B. Proficient in continuous improvement methodologies, including Lean Six Sigma, resulting in a 15% increase in efficiency

• Automotive SPICE - Alignment of Projects with Automotive Spice Standards across the Account – Process roll out and sustenance
  A. Analysis of process gaps though Audits
  B. Preparation of gap report
  C. Implementation of the processes, compliant with Automotive Spice Standards:
  i. Prepare strategies to implement the process along with the stakeholders
  ii. Implement the processes
  D. Measure for sustenance
  i. Regular Weekly Audits
  ii. Surprise/SPOT Audits
  iii. Sprint Release Audits
• Perform Maturity Grade Promotion Independent Audits
  A. Ensure each Maturity grade is achieved
  B. Regular Delivery Acceptance Reviews with Customer based on which milestone payments are decided
• KPI Measurement and Tracking as per customer expectations –
  A. Prepare metrics based on contractual obligation and Customer needs and expectation – Automated these metrics generation and track and validate week on week
  i. Bug Fix Productivity
  ii. Average Age of Bugs based on Bug Priority
  iii. Open Trend of Bugs
  iv. Regression percentage of BugsCoordinated and oversaw periodic audits to evaluate product quality and safety and address non-conformances.
• Evaluated quality problems and performed assessments to identify and resolve issues.
• Updated quality control standards, methods, and procedures to meet compliance requirements.
• Increased customer satisfaction through adherence to quality standards and customer requirements.
• Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
• Wrote and implemented new rework procedures to standardize processes and streamline workflow.
• Mentored and encouraged employees to strive for excellence while fostering professional growth.
• Provided observations, took measurements, and performed tests at various stages according to quality control plan.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Established team priorities, maintained schedules and monitored performance.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Assisted in organizing and overseeing assignments to drive operational excellence.

• Led sprint reviews and planning meetings to promote full team engagement.
• Facilitated Scrum framework – sprint planning, backlog grooming, daily scrums, sprint reviews, and sprint retrospectives.
• Managed product backlog and supported Scrum framework for monthly sprint releases.
• Guided and coached Scrum team and organized Agile and Scrum practices and values while also meeting delivery commitment.
• Collaborated with product owners, team members, technologists, and other scrum masters to define solutions and drive progress.
• Planned Agile best practices and encouraged team cohesion, overcoming impediments, and hurdles to productivity.
• Anticipated impediments to team delivery involving cultural barriers and logistical challenges.
• Drove Scrum team progress to overcome obstacles and realize success throughout life of each sprint.
• Coached teams in Agile practices and provided necessary training to create positive mindset to Agile methodologies.
• Assessed Scrum maturity of team and organized and coached team to higher levels of development.
• Assessed each scrum team member's responsibilities and delegated tasks to balance each employee's workload.
• Assisted with internal and external communication resulting in improved transparency.
• Worked effectively with multiple Scrum teams both internally and off-shore.
• Proactively identified and found ways to resolve issues to prevent distractions and keep projects on track.

1. Alignment of Projects with Automotive Spice Standards across the Account –Analysis of process gaps though Audits, Preparation of gap report
a. Implementation of the processes, compliant with Automotive Spice Standards by preparing strategies to implement the process along with the stakeholders and implement them
b. Measure for sustenance: Regular Monthly Audits, Surprise Audits
c. PA Profile Checklist monthly review and getting projects to Aspice Level 4 & 5
d. Face Automotive Spice External Assessments with the Project Teams
2) KPI measurement –
a. Prepare metrics based on contractual obligation and Customer needs and expectation
b. Recommendation to customer on metrics
c. Week on Week tracking of Quality metrics
3) Continuous improvement -
a. Lean: Drive Lean 2.0 principles across projects in the account to improve productivity, Reduce Cycle time, Eliminate Wastes as a Facilitator
b. Agile:
i. Implement the projects based on Agile principles
ii. Track Agile metrics across projects in the account
1. Release Scope Deviation
2. Commitment Adherence
3. Capacity
4. Velocity/Delivery Rate of Index
5. Defect Throughput
c. NextGen Delivery Model: Implement NextGen levers across projects in the account as NextGen Coach

4) Delivery Excellence
a. Gating to ensure 0 NCs to quality processes and process adherence norms
b. Perform Root Cause Analysis in case of NCs or Escalations and assign appropriate Corrective and Preventive Actions after discussing with the stakeholders
c. Conduct Account Performance Reviews, discuss risks & issues, provide inputs on improvement suggestions
5) Customer Interface
a. Interface with Customer in Monthly Review Meetings/Quality calls
b. Participate in client Audit preparation
c. Recommend process improvements to customer
d. Recommend process improvements to customer
6) Alignment of Projects with ISO9K standards–
a. Analysis of process gaps though Audits
b. Preparation of gap report
c. Implementation of the processes, compliant with
d. Face ISO External Assessments with the project teams

• Requirement Analysis: Collaborated with stakeholders to identify business needs and data sources.
• Designing and testing of Business Objects Universes
• Developed customized reports, summarizing and presenting data in visually appealing format using tools like Web Intelligence, Desktop Intelligence and Crystal Reports and testing
• Liaising with external teams to resolve issues in a timely manner
• Estimations & Capacity Planning
• Provided technical support for troubleshooting analytics and reporting issues.
• Generated standard and custom reports to provide insights into business performance.
• Generated ad-hoc reports to evaluate specific business requirements.
• Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements.
• Team management and mentoring of a group of 8

• Interacted with internal customers to understand business needs and translate into requirements and project scope.
• Collaborated with stakeholders to define project objectives and criteria.
• Performed gap analysis to identify areas of improvement.
• Improved business direction by prioritizing customers and implementing changes based on collected feedback.
• Produced monthly reports using advanced Excel spreadsheet functions.
• Created various Excel documents to assist with pulling metrics data and presenting information to stakeholders for concise explanations of best placement for needed resources.
• Participated in requirements meetings to understand business needs.
• Upheld security and confidentiality of documents and data within area of responsibility.
• Collaborated with business-unit leaders to identify and prioritize problems.
• Analyzed data to identify root causes of problems and recommend corrective actions.