Mandeep Singh

Experience

• 

  Flipkart

  Aug 2014 - May 2022

  Lead

  • Did RCA (Root Cause Analysis) being a part of CAPA team through 5 Why analysis and Fishbone/ Ishikawa diagrams.• Appraised the consultants and QAs to ensure that regulations relevant to the business are being followed.• Provided timely, accurate and effective feedback to the consultants regarding performance.• Led and facilitated calibration sessions with Ops and stakeholders to analyze, suggest, develop, implement, and evaluate training & coaching needs to drive consistency comprehensively.• Built and maintained strong partnerships with the outsourced partners, in-house, training and HR teams by providing regular communications and updates.• Shortlisting, onboarding and training new quality analysts.• Conducted audits in the areas of revenue leakage and customer experience bringing major changes.• Suggested process improvements (Kaizens) in multiple processes for continual improvement to enhance the customer experience. Periodical revamping of SOPs.• Reviewed and enforced compliance with quality standards and regulations imposed by the company’s internal guidelines.• Raised red flags for ZT transactions.• Created and managed dashboards of weekly, monthly & quarterly metrics to facilitate detailed analysis.• Represented analytical results graphically and numerically in an appealing visualization - Excel, PowerPoint. Show less

• 

  EQUENTIS WEALTH ADVISORY SERVICES PRIVATE LIMITED

  May 2022 - Mar 2023

  Senior Quality Assurance Specialist

  Responsible for building the quality assurance team from scratch and succession planning.● Defined the framework for measuring the performance of the sales team.● Devised various dashboards to help the company’s board members and directors totrack the center’sperformance.● Conducted weekly and monthly review meetings with the company’s MD and board members toreport volumes and productivity.● Worked closely with the operations to reduce escalations to improve the customer experience.● Part of core company meetings to discuss the way forward. Suggested and implementedstrategies to achieve the compliance target.● Designed, implemented, and monitored the Quality Assurance formats and standards whichinclude but not limited to call monitoring and sharing feedback.● Set team performance standards using key metrics and monitored the team's overallperformance against goals set.● Designed training programs, and training materials for BQ performers.● Monitored and assessed daily workflow and work distribution, reprioritizing as required.● Conducted interviews to shortlist and onboard junior QA to expand my team Show less

• 

  ExxonMobil

  Mar 2023 - now

  Quality Manager

  Transaction Monitoring:● Perform Transaction monitoring of the selected processes including reviewing actions,documentation, accuracy, system timestamps.● Record and consolidate QC scores on a timely basis, identify Root causes appropriately.● Record CAPA and ensure learnings are shared to the team● Conducting calibration sessions, driving team’s ability to meet and exceed accuracy scores;Demonstrate improvement trend whenever the accuracy target is not met.Report & Review:● Prepare QA scorecards and conduct Coaching & Feedback reviews [weekly, monthly andquarterly● Conduct timely review and prepare Monitoring Improvement plan.● Tracking and measuring the transaction monitoring compliance against the sampling target● Own and contribute to the management of Complaint/Issue tracking, resolution and analysis● Track and report Improvement Action plan compliance where applicableOther QMS Actions:● Participating and lead as required on areas that will improve operational performance includingdelivering presentations to internal & external stakeholders.● Leading governance calls with MSP to keep track of the performance and escalations.● Perform Incident RCAs /breaches that affect Business SLAs or risk reputational impact includingattribution of failure.● Provide 3rd Party Failures including quantification of impact to Business SLAs● Document and maintain the Complaint tracker, ensure the closure of CAPA & RCA Show less