Naga Pavani Bitragunta

Operations Team Leader - Quality(People Management, Quality Control)
Experienced and self-motivated Leader bringing forth valuable industry experience and a passion for management. 
As a Quality Team Leader at Vaco, I have implemented several innovative ideas as part of the pilot batch Google Maps and I've taken on another GMB project(Google My Business) simultaneously
Results-driven with a proven track record of collaborating with teammates. Affluent with B2B and B2C industries and capable of managing operations teams effectively.

Profile: 
I am an experienced Operations Leader with a B.Sc in MScs, who has successfully acquired over 12 years of experience in the BPO industry. With strong technical proficiency in Microsoft Excel, Word, and PowerPoint, I possess excellent written and oral communication skills.

Skills/Professional development:

Certified in Excel through Udemy, showcasing proficiency in utilizing the program for data analysis, chart creation, pivot tables, V-lookups, X-lookup and spreadsheet management.

Advanced knowledge in Excel, ranging from beginner to advanced level., click below to view the certificate

Excel : Beginner to Advanced
Advanced Excel
In-depth experience in people management, SLA management, quality assurance, and compliance, leading to the development and implementation of successful strategies that drive results for clients.

Extensive background in service delivery, client services, and customer support, having worked in both international voice processes and non-voice operations.

Proven skills as a Team Leader, with a track record in managing team utilization, creating and updating SOPs, and managing SLAs and KPIs. Responsibilities include conducting performance evaluations, providing feedback sessions, and participating in employee engagement initiatives.

Strong decision-making abilities, negotiation skills, and the ability to influence key decision-makers, allowing for success in managing multiple projects, mentoring teams, and building client relationships.

Committed to compliance with all audit and regulatory requirements, while striving to enhance the NPS score, identify process improvements, develop team members' career paths, and adhere to company policies and guidelines.
 

3. Vaco Binary Semantics LLP(Google Maps, Google my Business)
   Feb’2022 - Present

As a Quality Team Leader at Vaco Binary Semantics LLP, I am accountable for the People Management and Quality Assurance of two projects: Google Maps and GMB (Google My Business). I lead a team of 43 FTEs, including Quality Analysts, Quality Coaches, and SMEs.

My key responsibilities include:

Capacity planning and HC utilization
Managing 1:1 meetings, performance appraisals, and attrition and shrinkage
Reporting to the Group Manager and conducting rewards and recognition programs
Creating and updating SOPs as per the client's specifications
Updating training modules, handling training requirements and conducting refresher sessions
Identifying bottom quartile employees and those rejoined from long leave
Serving on the Vaco Employee Engagement Jury
On a daily basis, I manage SLAs and KPIs, assign Ad Hoc tasks, monitor attrition and shrinkage, publish performance-related dashboards, and analyze data for Weekly and Monthly Business Reviews. I also strive to improve the Net Promoter Score (NPS) through regular evaluations and design and redesign of the Performance Management System (PMS) and Parameters and Qualifiers (P&Q).

In terms of quality, I am responsible for:

Aligning quality sessions and refreshers, training modules and plotters
Addressing discrepancies and updating clients on updates
Reiterating the team on updates shared
Designing and conducting weekly and monthly PKTs
Establishing a healthy work environment and providing training and coaching support
Conducting root cause analysis for quality and service improvements
Updating the performance management system
Giving the voice over to all training modules.
Overall, my goal is to drive performance and results for the projects and the team, ensuring that all deliverables are met, and that the team operates in a positive and productive environment.

Achievements:

Utilized effective people management and motivation strategies to reduce attrition and shrinkage to 5%.
Achieved a high retention rate of 98.5%.
Maintained a consistently high level of productivity at 120% against the target of 95% and achieved a quality rate of 99.5% against the target of 98% across the Google Maps operations teams.
My team was honored with the "Star Team Award" in recognition of our exceptional performance in both productivity and quality, during the months of June, September, and October 2022. Additionally, I was recognized as the best People's Leader in December 2022 and I’m privileged to take on an additional project, GMB, while simultaneously managing my current responsibilities at Gmaps