Avinash HR

Experience

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  Dell Technologies

  Oct 2009 - Apr 2013

  Technical Support Analyst

  • Resolved technical issues related to hardware, software, and networking via phone and Customer Care for Dell Technologies in Bengaluru, India.• Generated revenue by upselling warranties, products, and services, exceeding daily/weekly targets.• Conducted Inbound/Outbound calls to ensure prompt issue resolution and pitched Dell's Software/Services for customer satisfaction.

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  First Advantage

  May 2013 - Nov 2019

  Team Leader

  Identified areas for growth in client-mandated metrics (productivity, turnaround time, quality) and internal metrics (Attrition, Leaves, SLA, AHT, Abandon).Implemented measures to maximize positive outcomes for both clients and the organization. Provided clear direction, ongoing support, and constructive performance feedback to optimize individual and team performance. Analyzed data to identify trends and implement strategies that enhanced forecasting accuracy, leading to improved operational efficiency. Coordinated weekly calls, monthly business reviews (MBRs), and quarterly business reviews (QBRs) to foster a culture of open communication and shared goals. Collaborated with stakeholders to ensure organizational goals were met and priorities aligned, effectively addressing concerns and facilitating conflict resolution. Show less

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  Unacademy

  Sept 2020 - Jul 2022

  Quality Manager

  Leveraged call audits to assess agent adherence to call quality standards, identify performance gaps, and drive continuous improvement in customer experience. Led calibration and governance meetings to ensure consistent quality standards. Maintained and created up-to-date training content for various audiences. Conducted regular content reviews, ensuring alignment with process updates and client requirements. Designed and implemented effective training programs for new hires and existing teams. Evaluated training outcomes, gather feedback, and collaborate with stakeholders for continuous improvement. Oversaw performance of trainers and quality analysts, conducting regular audits with documented feedback. Guided SMEs and supervisors to enhance sales performance through training support. Delivered sales training to improve product knowledge, customer interaction, and objection handling. Analyzed Top Call Drivers (TCDs) to identify improvement areas and implement solutions. Proactively addressed quality issues to enhance customer experience. Developed SOPs (Standard Operating Procedures) for new processes, including checklists and quality guidelines. Fostered a culture of continuous learning for QAs by providing coaching, targeted training programs, and certification initiatives to enhance their capabilities and drive performance excellence. Led rigorous compliance audits to safeguard against sales practice violations (malpractice, mis-selling, etc.) and ensured adherence to ethical standards. Show less

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  Amazon

  Sept 2022 - Dec 2023

  Business Quality Manager

  Ensured adherence to process and performance metrics, optimizing resource allocation to meet volume commitments.Analyzed volume trends to proactively address risks and ensure SLA compliance.Designed, developed, and maintained performance metrics, reports, and dashboards to drive business decisions.Managed Amazon sale events (Prime Day, Black Friday, etc.), revising SLAs and optimizing resource allocation.Conducted root cause analysis (RCA) on rejected ASINs and managed escalations with cross-functional teams.Implemented process improvements to enhance efficiency and customer experience, leveraging technology and automation.Led quality assurance initiatives and continuous improvement projects.Cultivated strong relationships with internal and external stakeholders, enhancing client satisfaction through data-driven solutions.Led and mentored teams, developing training programs and conducting performance reviews.Conducted deep dives to address customer pain points and operational defects. Show less

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  Teleperformance

  Dec 2024 - now

  Associate Consultant

  Led regular performance huddles with partners (Alorica, Foundever, WSOL, Concentrix), driving KPI improvement (issue resolution, multiple call rate, transfer rate) through data-driven strategies and collaborative problem-solving.Facilitated calibration sessions with partners to ensure alignment on quality standards and performance evaluation criteria, fostering consistent execution.Collaborated with stakeholders to develop and implement new critical behavior standards, Worked closely to roll out new procedures, ensuring that changes are understood and integrated smoothly into daily operations.Conducted thorough assessments and evaluations of existing business processes; analyzed performance data to identify trends and anomalies; identified root causes of process inefficiencies; led change management efforts; and developed performance metrics to ensure sustainable improvements.Derived actionable insights from tech and human audits, identifying process gaps, refining QA sampling methodologies, and developing new critical behavior standards to enhance service quality.Designed and implemented interactive dashboards providing real-time visibility into partner performance, trends, expert behavior, and contact drivers, enabling proactive monitoring and data-driven decision-making.Developed and delivered concise and informative executive summaries, highlighting key performance trends, identifying anomalies, and providing actionable insights for senior leadership.Provided data-driven insights to strengthen expert onboarding and tenure-based training programs, ensuring continuous development.Analyzed performance data and audit results to identify recurring coaching themes, enabling targeted interventions and performance improvement for low-performing experts. Show less