Abhrajyoti D.
Team Lead | 5⭐ SQL (HackerRank) | Flipkart FRM Expert | E-com Ops & Fraud Analyst | B2B/B2C Specialist | Business & Product Analysis | Team, Client & Process Mgmt | Audit & Quality | Business Improvement | Active Joiner
- Role
- Team Leader - Operations - Flipkart Frm at Startek
- Location
- Siliguri, WB, IN
- LinkedIn followers
- 500 followers
About Abhrajyoti D.
Team Lead and Senior Business Analyst with 4 years of experience in e-commerce…
Experience
Team Leader - Operations - Flipkart Frm
Apr 2025 — Present · Kolkata, IN
As a Team Lead – Operations in the Flipkart FRM (Fraud Risk Management) department at Startek, I am responsible for overseeing and supporting a team of agents handling live customer chat interactions specifically related to product returns. My core responsibility is to ensure accurate identification, categorization, and validation of return requests to determine their legitimacy and to facilitate the processing of returns in strict alignment with the Standard Operating Procedures (SOPs) defined by Flipkart.Key Responsibilities:Supervise a team handling live chat interactions related to Flipkart product returns.Ensure accurate issue identification, fraud detection, and adherence to Standard Operating Procedures (SOPs).Review and validate return requests to detect non-genuine or fraudulent cases.Provide real-time operational support and decision-making for complex escalations.Primary KPI : AuditLead and drive audit compliance across all agent interactions.Conduct regular quality audits, ensuring process adherence, accuracy, and data integrity.Analyze audit results to identify trends and implement corrective actions.Deliver constructive feedback and coaching to improve agent performance and reduce errors.Additional Responsibilities:Performance management through daily monitoring of key metrics including Quality, AHT, Snatches and other technicalities in Flipkart FRM.Collaborate with Quality, Training, and Workforce Management teams to streamline processes.Identify process gaps and contribute to continuous improvement initiatives.Ensure compliance, customer satisfaction, and fraud risk mitigation through proactive team management.Tool ProficiencySkilled in using Flipkart Smart Assist, including the Multiple Return Module.Proficient in Ops Ninja, Jeeves SRMS, Ekart Module and other internal fraud management platforms.Advanced user of Google Sheets, Microsoft Outlook, and Microsoft Office Suite (Excel, Word, PowerPoint).
Education
Surendra Institute of Engineering and Management
Bachelor of Technology - BTech
2016 — 2020
SVKM's Narsee Monjee Institute of Management Studies (NMIMS)
Master of Business Administration - MBA
2022 — 2024
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