Sandeep Chinnapparaj

Experience

• 

  IBM

  Aug 2007 - Dec 2010

  Subject Matter Expert

  Support the definition of business processes Determine and support the implementation of a business policy, generally by providing the following: the contents for the business rules that enforce the policy; the process contexts in which the rules are applied. Oversee the execution of that policy via business rules applied. Such oversight includes confirming that the implemented rules fully and faithfully correspond to the intended policy. Once Rule Writers have created the first set of rules, the SME reviews the rules, and the rule flow to give feedbacks on the logic and pattern used. Review the results of testing and simulation Manage business vocabulary Resolve business issues relating to business rule execution. Be accountable for the quality of the business rule Approve major changes to business rule Show less

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  Tata Consultancy Services

  Jan 2011 - now

  Quality Lead

  • Reporting - Develop and provide Daily Team based metrics, weekly and monthly reports to Senior Management on performance metrics, quality surveillances, Conduct Huddle, MOMs.• Exhibit flexibility and adaptability and have strong interpersonal and communication skills• Flexible to support operations during peak call volumes and outages to achieve call based SLA’s• Flexible to accept adhoc requests and deliver the same in timely manner• Knowledge of ITIL, Quality Standards, implementation and practicality of the same• Quality assurance management experience in service desk environment and technologies; specifically, call monitoring and recording systems• Excellent communication, verbal and written; as well as, interpersonal skills with the ability to effectively listen and communicate complex information in a clear and concise manner• Ability to communicate and partner with other departments in order to identify and assist in the development of improved processes and procedure• Knowledge of ITIL, ITSM methodologies, implementation and practicality of the same• Ability to communicate and partner with other departments in order to identify and assist in the development of improved processes and procedure• Develop, modify, apply, and maintain IT Quality Standards & exceed client metrics• Analyze performance trends to provide recommendations for improvement• Also performed several service improvement plans to improve the performance at Service Desk.• Used analytical tools like speech analytics to analyse and interpret data and created action plans to improve the problem areas.• Been a part of several interview panels and have good experience in taking interviews and evaluating• Oversee all aspects of quality assurance including call , ticket audit ,evaluation and calibration scoring Show less