Shruthi Nair

Team Manager (Quality & Operations) AT COGNIZANT (April 2017 - Current)

Quality & Project Management- Keep track of project schedule , milestones ,track delivery ,flag critical issues immediately and track to closure​

Managed a team of 100+ associates, responsible for managing overall operations, transition, project planning, forecasting, capacity management, hiring, quality ,training & continuous improvement.​

Aligned Six Sigma initiatives and project objectives to business strategy and prioritize improvement projects accordingly. ​

Extended support during project selection, scoping, implementation and regular reviews to ensure effective progress.​

Report top management & Stakeholders on the performance, WBR’s & MBR’s.​

Ensure proper project documentation-requirement, design, architecture, testing and learning

Ensure that the organization’s Quality Management System conforms to customer, internal, ISO 9001, and regulatory/legal requirements.

Ensure evaluation of, and reporting on, vendor quality systems.

Oversee inspection of incoming Volumes, ensuring that they meet requirements.

Manage the monitoring, measurement, and review of internal processes, especially those that affect the quality of the organization’s products.

Lead a team of Quality Auditors, Senior Process Executives and SMEs

Work with customers, employees, to develop product requirements.

Report to top management on the performance of the QMS (e.g., results of quality audits, corrective actions), including the need for improvement.

Conduct periodic management review meetings.

Responsible for accuracy and timely inspection/calibration of monitoring

Work with the senior management to achieve the Quality objectives across the organization.

Improve/design processes from time to time in line with client expectations.

Implement Quality Control activities across the projects to sustain/improve quality and productivity.

Strategizing and implementing appropriate Quality controls.

Evaluate the controls from time to time.

To be a part of change management and process improvements continuously.

Aligned Six Sigma initiatives and project objectives to business strategy and prioritize improvement projects accordingly.

Provide support during project selection, scoping, implementation and reviews to ensure effective progress.

Partner with Process Owners to derive results

Under the direction of the site leads, implement strategies to successfully manage the day to day operations 

Working with teams across the globe with different Vendors across the globe and participate in Calibration sessions.

Drive the team to achieve individual as well as team target

Coach, mentor and share feedback to the trainees/ team by cross auditing the cases that are processed by IQAs

Ability to conduct Gauge R&R sessions within the team

Regular connects with the team through team huddles and one - on - one’s

Set a healthy environment in the team and positive mind frame in the individual

Ensure daily productivity and Quality metrics are met/exceeded

Identifies opportunities for process improvements for direct team

Involved in Hiring & staffing for the segment

Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them.

Maintain a keen understanding of training trends, developments and best practices

Team Manager (Quality & Operations) AT COGNIZANT (April 2017 - Current)

Quality & Project Management- Keep track of project schedule , milestones ,track delivery ,flag critical issues immediately and track to closure​

Managed a team of 100+ associates, responsible for managing overall operations, transition, project planning, forecasting, capacity management, hiring, quality ,training & continuous improvement.​

Aligned Six Sigma initiatives and project objectives to business strategy and prioritize improvement projects accordingly. ​

Extended support during project selection, scoping, implementation and regular reviews to ensure effective progress.​

Report top management & Stakeholders on the performance, WBR’s & MBR’s.​

Ensure proper project documentation-requirement, design, architecture, testing and learning

Ensure that the organization’s Quality Management System conforms to customer, internal, ISO 9001, and regulatory/legal requirements.

Ensure evaluation of, and reporting on, vendor quality systems.

Oversee inspection of incoming Volumes, ensuring that they meet requirements.

Manage the monitoring, measurement, and review of internal processes, especially those that affect the quality of the organization’s products.

Lead a team of Quality Auditors, Senior Process Executives and SMEs

Work with customers, employees, to develop product requirements.

Report to top management on the performance of the QMS (e.g., results of quality audits, corrective actions), including the need for improvement.

Conduct periodic management review meetings.

Responsible for accuracy and timely inspection/calibration of monitoring

Work with the senior management to achieve the Quality objectives across the organization.

Improve/design processes from time to time in line with client expectations.

Implement Quality Control activities across the projects to sustain/improve quality and productivity.

Strategizing and implementing appropriate Quality controls.

Evaluate the controls from time to time.

To be a part of change management and process improvements continuously.

Aligned Six Sigma initiatives and project objectives to business strategy and prioritize improvement projects accordingly.

Provide support during project selection, scoping, implementation and reviews to ensure effective progress.

Partner with Process Owners to derive results

Under the direction of the site leads, implement strategies to successfully manage the day to day operations 

Working with teams across the globe with different Vendors across the globe and participate in Calibration sessions.

Drive the team to achieve individual as well as team target

Coach, mentor and share feedback to the trainees/ team by cross auditing the cases that are processed by IQAs

Ability to conduct Gauge R&R sessions within the team

Regular connects with the team through team huddles and one - on - one’s

Set a healthy environment in the team and positive mind frame in the individual

Ensure daily productivity and Quality metrics are met/exceeded

Identifies opportunities for process improvements for direct team

Involved in Hiring & staffing for the segment

Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them.

Maintain a keen understanding of training trends, developments and best practices

QUALITY LEAD(TEAM LEADER) AT KNOAH SOLUTIONS (December 2016 - Feb 2017)

Responsibilities :

Developed Quality Team Metrics for Performance Management

Work direction and development of a team of associates.

Monitoring schedule adherence of the associates and advising the leadership team of issues negatively impacting service levels.

Providing Operational floor management by monitoring service levels, making appropriate decisions, responsible for the monitoring of quality and production of the group and manual processes.

Providing performance feedback to the associates.

Training Planning and Management 

Resource Management

Mentoring and assisting new hires

Team player with a strong record of result-oriented leadership

Possess excellent analytical and problem solving skills

Flexible and adaptable to evolving environment

Ability to manage concurrent deadlines and multiple priorities.

Excellent communication Skills

Analyze Quality analysts availability, average evaluation handle time, and quality to ensure an excellent customer experience

Reviewing, developing and communicating the Customer Service strategy, team members objectives and performance measures.

Monitoring and reporting on monthly performance, initiating remedial action where required, to ensure the achievement of all service delivery performance targets, department and division targets and agreed KPIs and SLAs

Responsible for selecting, training, developing, and managing performance of direct reportees in area of speciality; and mentoring, coordinating, planning, and providing direction for work groups in accordance with the organization's policies and applicable legal requirements

Assisted the Senior management team with daily operations of the call center to include the development, analysis and implementation of staffing, training, scheduling and reward/recognition programs
 

GENPACT ( Process Coach) HYDERABAD

Process Coach (Quality Assurance - Coaching and Training, Global IT Server Support Services at Genpact) Jan 2012 - Nov 2014

Ensuring that staff are motivated, monitored and measured in line with company targets and performance standards. Responsible for making sure that any gaps in performance or quality are quickly identified and Producing accurate reports on team performance for senior managers.

Graduated with BSC Computer Maintenance and Engineering from,

LOYOLA ACADEMY, ALWAL, HYDERABAD