Avinash

About Avinash

I sit at the intersection where Lean Six Sigma meets GenAI - and in 2026, that\'s one of…

Experience

1. Associate Consultant

   TP

   Dec 2024 — Present · Bangalore Urban, IN

   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.