Experience

Google Operations Center

• Technology, Information and Internet
• 700 & Above Employee

• Search Ads 360 Quality Assurance Senior Specialist

  • Jan 2022 - Present

  I am responsible for conducting in-depth quality assurance reviews, maintaining quality scores, cSAT targets. As the POC of the workflow, I am instrumental in Quality Process Enablement and Governance by creating input checklists to assist the analyst do a self check on tasks to prevent the misses. Managing QA capacity/bandwidth utilization, task assignment to QAs basis capability, task influx for on-time consult closures, remedial action to address shrinkage.Have required understanding on introducing baseline sampling(gradual) when the performance metrics defined at each stage are met, introduce ML to pick the sample size in steady phase when targets are achieved.Categorization of L1, L2, L3, L4 errors based on error data.Deployed various activities listed below to provide coaching/mentoring to the analysts in order to improve their FPY. Create Checks and balances required for maintaining top notch quality and achieve quality set standardsConduct error analysis sessions to discuss preventive actions and reinforce best practices.Share knowledge bites on troubleshooting tips to reduce error repeat rate via ‘Unlearn & Learn’.Bottom quartile training by conducting shadow and reverse shadow sessions to discuss top defects and best practices to perform a self QCIdentify knowledge gaps for refreshers and call out for training intervention.Collaborate with the training team to bridge the knowledge gap.Monitor, measure and report on employees' performance(FPY) improvement. Have gained profound knowledge of Root Cause Analysis and Problem Management.Defined FMEA, risk and issue logsOverseeing the quality and operational strategiesPerform Quality over Quality of tasks reviewed (within sampling) Working as POC of quality for the workflow, I have demonstrated strong leadership, people development qualities. I have demonstrated excellent analytical and critical thinking skills over the years. Show less

• Training Delivery Senior Specialist

  • Feb 2021 - Dec 2021

  Perform TNI/TNA for the training needs. (Identify skill set required to complete the job or the processAssess existing skill levels of the team membersDetermine the training gap)Performed thorough needs analysis to understand the training requirement towards achieving positive results and pave the way to successfully completing your training initiative.Trained and mentored new hires on end-to-end process and product ensuring all NHT batches run on time to certify them on client defined parameters. All the batches I have handled had 100% throughput in certificationUsed various coaching and feedback techniques (GROW, 5-word Performance Review, SBI model) in conversations, meetings for problem solving, goal setting and performance improvementDevised numerous creative ways to engage participants during new hire training/refreshers or upskilling sessions such as conducting virtual icebreakers, creating impactful slides, encourage active participation, gamification etcBAU:Train and Mentoring new hires on end-to-end process and product ensuring all NHT batches run on time to certify them on client defined parametersConduct upskilling training for Google Ads optimization projectConduct Train the Trainer sessions for new trainers and getting them on-boardIdentify training gaps and help with closing themPrepare training plans and content updationArrange for regular refresher sessions for existing teamsTrain pilot and other new batches launched in different locations globallyEnsuring the teams stay up to date with digital marketing advancements Show less



Accenture

• Ireland
• Business Consulting and Services
• 700 & Above Employee

• Senior Quality Assurance Specialist

  • Aug 2017 - Feb 2021

  Performance Media Management: Formulate the best plan to ensure effective use of digital mediums based on client’s request. Understand the client objectives and review the recommendations suggested by a team of analysts to ensure the provided recommendations are helping the client meet their objectives. Training & Mentoring: Train the team members on new products/updates. Training & mentoring the new analysts on floor to ensure that they get all the guidance required to attempt the certification before the hit production. Business Operation Assistance: Understand the business requirements in terms of client’s prerequisites, training new agents on floor to meet the expectations from the clients. Conducting error analysis sessions to discuss all the DMEs (Does not Meet Expectation) and provide the required guidance. Performing RCAs (Root cause analysis) for the DSATs received from the client. Show less



GroupM

• United States
• Advertising Services
• 700 & Above Employee

• Business Manager

  • Mar 2016 - Jul 2017

  Performance Media Management: Manage digital media for SRM University, Orient Electric, Fresh & Honest, Federal Bank, GRT Jewellers, Indian Terrain, Skore, Caterpillar, Lenovo, TIME, Lifestyle and other clients of MindShare. Evaluation of digital performance for increased ROI on Google Adwords, Yahoo Native Ads. Played a key role in strategizing allocation of client’s budgets across digital avenues of advertising and marketing. Optimization to ensure reach best results and ROI. Formulate the best plan to ensure effective use of digital mediums. Social Media Management: Manage Social campaigns for SRM University, Orient Electric, Federal Bank, GRT Jewellers, Indian Terrain, Skore, Lifestyle, Madura Fashions, Sun Nxt, Manyavarand other clients of MindShare. Design, implement and manage online marketing programs focusing on building awareness and customer acquisition. Manage Social Media marketing strategy focusing on Facebook, Twitter and Instagram. Create and execute social media campaigns that will generate leads and drive quality traffic. Track, measure and provide advice to clients on improving their paid and social media marketing strategies. Show less



NetElixir

• United States
• Advertising Services
• 100 - 200 Employee

• Senior Business Analyst

  • Nov 2010 - Oct 2015

  Client Relationship Management: Effective and pro-active communication with clients on account management through on-time delivery of periodic performance reports. Coordinating and interacting with clients to establish forecasts, baselines and relevant success metrics. Regular coordination with clients on various requirements to expand and run the advertising campaigns profitably. Based on clients’ requirements and overall account growth, up-sell and cross-sell products and services. Account Management: Experienced in managing SEM (Paid ads, Display advertising & Video ads) and Social Media campaigns. Maintain and monitor keyword bids, account daily and monthly budget caps, impression share, quality score and other important account metrics. Manage large keyword lists. Write creative copies and graphical ad templates. Manage Display network placement lists on AdWords and through other contextual advertising platforms. Provide recommendations and execute strategies for keyword opportunities, campaign structuring, targeting, display network, and other facets of paid search in accordance with client goals. Generate weekly and monthly client reporting for all major metrics, goals tracking, revenue tracking, and other paid search initiatives. Monitor and evaluate search results and search performance across the major search channels. A/B Testing (multivariate testing). Keeping abreast with new technical features & enhancements, upcoming industry trends and implementing these to expand account profitably. Maintaining regular interaction with all vendors on upcoming trends, new features and quick and effective problem resolution, if any. Sales & Business Development: Business Development through cross-selling and up-selling of new services and products to existing clients. Pro-actively address potential business development opportunities in the domestic market. Show less



ECOMZERA ONLINE SERVICES PRIVATE LIMITED

• India

• Search Engine Optimization Specialist

  • Jun 2008 - Oct 2010

  Search Engine Optimization: Keyword research. Title and Meta tags creation. Header, alt tags optimization. Generating and implementing XML and HTML sitemaps. Improving Page rank and link popularity for client’s websites with the Link building methodologies. Designing blogs and its effective utilization. Tracking the website visitor statistics with Google analytics. Developing internal architecture for websites for better internal linking. Efforts for increasing number of indexed pages. Correcting broken links and errors. Developing different SEO strategies for major search engines like Google, Yahoo, Bing. Show less