Quality Analyst
Amazon Development Centre
Total years of experience :12 years, 5 Months
• Handling the performance dashboards of all associates in the skill
• Generating month-to-date performance data of all associates in the skill and sending individually through email on a daily basis
• Providing process development and team improvement ideas based on regressive data mining
• Extracting the relevant data from Data Warehouse (Business Intelligence) as per stakeholders requirements
• Working extensively on Microsoft Excel dashboards to announce the bottom non-performing associates for Process Improvement Plan
• Managing SharePoint resources to ensure easy access to all the stakeholders and users
• Attending meetings with the skill stake holders bi-weekly to discuss any ongoing issues and help them resolve by providing alternatives
• Performing audits of Customer Support calls, chats and emails to identify process gaps and non-compliance issues
• Conducting weekly calibration sessions for process leads and managers to ensure that there is no process gap among them
• Interacting with customers over phone / chat to resolve their order based issues
• Performing the back end tasks to update system as per the requirement
• Explaining the policies, providing the information required and walking them through the website
• Responding to customers inbound emails with appropriate resolution and necessary information
• Projecting new ideas for improvement of the external customer experience or internal associate experience
• Identifying the prospective pharmaceutical employers in the overseas countries
• Researching through Job Sites, Social Networking Sites and Company Websites
• Generating MIS reports on pharmaceutical business demands in overseas regions
• Interacting with the clients to understand and build their profile
• Handling the inbound calls to provide Customer Support
• Linking between the client and the prospective employers
• Reporting the market needs & changes to the Manager
• Preparing SlideShare presentations for in-house requirements
• Conducted internet based market surveys (research) to identify prospectus clients and passed the data to generate leads/ Business Development Team
• Analyzed the competitors products on time to time basis to check their improvements and stay abreast/ on power with them
• Identified the areas of enhancements to the product/database and devised the Gene Variants module
• Proposed process improvement and product development plans which reduced the processing time
• Conducted client surveys/customer feedbacks on regular intervals
• Generated MS Excel reports and charts to assess the consolidated feedback and presented to the higher management