Shivon Makasare

Role: Quality Manager at Amazon
Location: Pune Division, MH, IN
LinkedIn followers: 500 followers

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About Shivon Makasare

Results-driven Quality Manager with 7+ years of expertise in Operations and Quality…

Experience

Quality Manager
Amazon
Jun 2024 — Present · Pune, IN
Manage and develop a team of Quality Analysts, fostering their professional growth through coaching, mentoring, and feedback.* Oversee auditing of customer contacts, transactional monitoring, and data mining to identify coaching opportunities for front-line teams.* Educate internal stakeholders, schedules and runs the calibration sessions; tracks precision of participants versus him or team as the gauge.* Analyze data, identify patterns, and partner with operations leaders to recommend actions that drive operational improvements.* Ensure compliance with policies and procedures through targeted audits and reporting violations for corrective actions.* Collaborate with Data Analysts and Program Analyst to provide insights, support data requests, create/maintain customer service operations dashboards and drive process improvement, implementations.* Attend Weekly Business Reviews to provide performance insights, coaching calibration, and recommendations.

Contact information

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Current company

Amazon

Software Development · 10K employees · 2127 7th Ave., Seattle, WA, 98109, US

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1." What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.

amazon.com

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