Sundeep Singh

Experience

• 

  IGT Solutions

  Aug 2009 - May 2016

  • Maintain and sharing ideas to enhance the CSAT –VOC• Prepares special audit and control reports by collecting, analyzing, and summarizing operating information and trends.• Gauging levels of financial risk within organizations basis FMEA and SIPOC approach and CAPA validation• Maintains internal control systems by updating audit programs and recommending new policies and procedures.• Assesses risks and internal controls by identifying areas of non-compliance; evaluating manual and automated financial processes, identifying process weaknesses and inefficiencies and operational issues.• Analysis on AHT & Productivity to improve the process efficiency and optimum utilization of resources • Working closely with ops to adhere and maintain Process SLA’s and manpower required • Investigate cases for frauds and compliance check and share suggestion & meaningful relation relations between the variables• Managing 15 direct resources who further handle operations with ratio of 30:1• Conducting skills enhancement training, monthly/Quarterly performance review with the team and sharing regular feedback• Taking the ownership for mentoring and assisting QE’s in achieving their goals and projects started by them through feedback and training on quality tool exercise, MS excel, PPT skills and data analysis.• Working closely with QE and operations to identify the actual root cause of the opportunity• Sharing intelligence basis data captured in audits and surveys with leadership and vendors• Presenting and preparing MBR, QBR & YBR decks for the review with internal and external stake holders Show less • Maintain and sharing ideas to enhance the CSAT –VOC• Investigate cases for frauds and compliance check and share suggestion & meaningful relation relations between the variables• Working closely with QE and operations to identify the actual root cause of the opportunity• Organizing internal and external calibration sessions• Presenting and preparing MBR, QBR & YBR decks for the review with internal and external stake holders• Conducting internal performance review with QE’s and sharing regular feedback• Taking the ownership for mentoring and assisting QE’s in achieving their goals and projects started by them through feedback and training on quality tool exercise, MS excel, PPT skills and data analysis. Show less • Managing Quality performance of the accounts• Doing transactional monitoring for voice/backend (Travel) and Incident Management (IT) for supervisors• Investigating the complaints as per customer’s comments and sharing the feedback with the training and operations team• Attending and organizing internal and external calibration sessions and recommend the changes in QMF per requirement• Identifying the root cause of the process failure points basis the quality monitoring and client’s comments• Review the audits which are already reviewed by a QE and share feedback with them• Creating and designing Quality Monitoring Form, Outlier/performance plan, process maps, guidelines & SOPs for the process• Publishing weekly and monthly reports to external and internal stake holders and share tops defects along with the action plan Show less

  • Assistant Manager Quality

    Apr 2015 - May 2016

  • Team Leader - Quality

    Aug 2013 - Apr 2015

  • Senior Quality Analyst

    Dec 2011 - Jul 2013

  • Quality Control Evaluator

    May 2010 - Nov 2011

  • CCE

    Aug 2009 - May 2010
• 

  Paytm

  May 2016 - Sept 2018

  • Executive Manager Training & Quality

    Apr 2018 - Sept 2018

  • Manager Training & Quality

    May 2016 - Mar 2018
• 

  Paytm Payments Bank

  Sept 2018 - Jan 2019

  Executive Manager Training & Quality
• 

  Flipkart

  Jan 2019 - now

  Marketplace Seller Support Ecosystem Marketplace Seller Support Ecosystem

  • Senior Manager Quality Assurance

    Oct 2021 - now

  • Manager Quality Assurance

    Jan 2019 - Sept 2021