Summary
Overview
Work History
Education
Certification
Awards
Languages
Timeline
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Nirmala Arichandran

Selangor

Summary

At Accenture, my role as a Quality Training Process Lead centers on upholding stringent quality metrics for social media content labeling in the Trust and Safety domain. Our team has consistently met all site-defined KPIs and SLAs for four years, reflecting our commitment to excellence and client satisfaction. competencies in performance management, vendor management across diverse markets, and risk mitigation for policy implementations.

Leading with a focus on staff development and succession planning, with effectively managed quality performance and training. My expertise in operational and delivery excellence, coupled with a strategic approach to process improvement, has empowered us to drive sustainable business practices and enhance organizational effectiveness. With collaborative efforts in identifying automation opportunities have also paved the way for innovative process enhancements.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Quality,Training & Process Lead

Accenture Technology Solutions
Selangor, Malaysia
02.2021 - 01.2025
  • Quality, Training and Process lead, to ensure and maintain the quality metrics in accordance to the client agreement for content labelling & Trust and Safety for Social Media client.
  • Managing Quality performance management, staff development and performance review, succession planning.
  • Involved in metrics updated/KPI changes with regular connects with Ops and WFM.
  • Managed team comprising of 16 QA analysts and Trainers from different market levels and functionalities.
  • Act as the Global site quality & training lead, managed the Quality &Training team, met all the site defined KPIs & SLAs accuracy targets for 4 consecutive years.
  • Vendor management involves deriving actions and programs for the market, managing different markets (Indonesia, Malaysia, Vietnam, Thailand, Urdu) in two mainstream businesses, and overseeing the overall site.
  • Identified and highlighted risks for new policy go-lives within the stipulated timeline, and implemented actionable solutions.
  • Sustained business outcomes and process improvement (CAPA) via an established quality training framework: Get to green plan, Careline support, mentorship, PKT, training needs analysis, back-to-work refresher programs (new policies, LOBS, inconsistent performers).
  • Ensure a smooth transition of the process training plan for cross-matrix skills and new lines of business by communicating with key stakeholders.
  • Enhanced training methodology with the Level Up program (maximization of resources for moderators) and arrangements of manpower for good coverage of QA tasks manage the tasks and quality deliverables.
  • Collaborated closely with Operations and WFM for KPI/Metrics.
  • Collaborate with the client partner is terms of improvement activities, training, policy cascading/alignment.
  • To investigate and drive the quality team for areas of improvement. Plan and constantly monitor the progress internally by (Coaching, feedback on regular basis,) together with the Ops team.
  • Lead and drive improvement programs with the QAs to ensure the weekly and the monthly targets are met.
  • Planning and leveraging resource and cross skilling, planning for Quality, Training and moderators.
  • Change management & impact quantification.
  • Derive new reports, root cause analysis and updates as per the request from the client/basis on analysis regular basis
  • Managed, analyzed, and reported quality performance weekly to vendor partner and leadership.
  • Maintain documents related to quality analysis and policy insights.
  • Consistently provide timely updates on necessary reports and documentation for clients.
  • - Document and maintain records for data and quality performance.
  • Derive new reporting mechanism for new metrics to be presented to client.
  • Provide inputs, suggestions, ideas for improvement areas to streamline on reporting task.
  • Manage & coordinate on the timeliness of the completion of training (TTT from client, Refreshers Ad hoc request, New Hires training, back to work training, Cross functional trainings, Targeted training), with highlights & lowlights.
  • Attend sessions internally and with the global team for policy updates, new policy rollouts, new lines of business, and task types.
  • Evaluation on monthly PKT scores, gaps, insights & focus area of improvement.
  • Reviews the policy updates for grey areas & to calibrate with client with timely manner of training deliverables
  • Review impacts of changes & new policies with operational metrics.
  • Perform Training need analysis as required in line & drive improvement plan.
  • Performance management- Perform audits on trainers & QAs performance, evaluation, scorecard, deliverables & outcome.
  • Review materials updates & review process changes.
  • Provide inputs for the Learning Management Systems requirements gathering in policy, training and query modules
  • Be involved in User Acceptance Test (UAT) and provide feedback as requirement for the sign off
  • As BT Focal -Provide support for Business Transformation activities driving improvement
  • Provide inputs for ideas and insights, benefit quantifications and support activities from Business transformation
  • Regular updates on the 3X3 documents and other related documents with involve in monthly OM assessment and other Leadership reviews/meetings
  • Collaborate to drive ideas and insights and regular updates on BT related documents
  • Be involved in new joiners and the Quality Analyst interview process and recruitment: interviewing, assessing, creating interview questions, and finalizing the results.
  • Key Achievements
  • Improvement of quality performance and received accreditation from the client for successfully leading projects (5S for knowledge base alignment and improvement) with a reduction of 30% in the time taken for references.
  • Change management process initiator.
  • AHT analysis with operations in process improvement, as well as in collaboration with Business Transformation for insights generation.
  • Idle gap analysis with an improvement of 15% in the overall idle rate.
  • Involved in the leadership maturity program and strategic planning.
  • Completed the Emerging Leaders Program.
  • POC for to provide inputs for automation and simplification of reports/dashboard views with the automation team.
  • Established Quality & Training framework.

Business Excellence Lead

Accenture Technology Solutions
Selangor, Malaysia
09.2019 - 01.2021
  • Work to improve organizational effectiveness by implementing delivery and operational excellence practices across the organization.
  • Support process measurement, management, and improvement initiatives by facilitating improvement teams and coaching business owners in the appropriate application of delivery and operational excellence tools and methods.
  • Work on Operations Maturity and Intelligent Operations program.
  • Identify automation opportunities and project manage the implementation
  • Involved in Business Excellence audits.
  • Support business in specific ad hoc project requirements
  • Update slides and decks as when required and as per timeline – standardization of information, updates, governance.
  • Operation Maturity & Intelligent Operations Journey: Movement from Stable to Capable stage
  • Involved in F-10 tool deployment and automation activities: Utilization - MMP + Humanity (Deployed), QMS - Alternate Tool/SQF (In progress), Control Framework – ACF (Deployed), Agent Scorecard – DFI (In progress).
  • Transformation/Client Value quantifications: Involved in the establishment of BOI & SLA+, Client Workflow Tool enhancement - 7 tool enhancements equivalent to 39 FTEs signed off by the Finance Team, and AI tool Object Classification deployment by the client in their workflow.
  • Transformation roadmap Opportunities– Involve in finding for automation opportunities using entitlement study, AOP and ESSMA framework
  • We@ Accenture – To drive ideation initiatives and meeting the metrics.
  • Provided operational support for (Non Software and Platform): Support the account on GPH issues (Productivity tool).
  • Generate the daily, monthly, and annual reports for utilization and efficiency measurement.
  • Modifications and enhancement of the report to cater for Operations needs.
  • Attend to ad hoc request from Operations for productivity data.
  • POC for GPH usage -Involved in meetings to highlight on concerns raised by Operations relating to GPH access, data management, technical issues.
  • Generate the Quality data on daily and monthly basis.

Project Coordinator

Project Coordinator Accenture Technology
Selangor, Malaysia
05.2018 - 09.2019
  • Maintain project plan, project schedules and budgets.
  • Organize, participate and attend meetings, documenting follows up actions and prepare presentations for meetings.
  • Determine project deadlines are met and changes are documented.
  • Create project management calendar to fulfill each goal and objectives.
  • Involved in Silicon Valley projects, assigned to fulfill recruitment demand for a major S&P client.
  • Hiring over 300 headcounts and skill-specific resources.
  • Act as the People Enablement Lead to perform the below key tasks.
  • Recruitment tracking: To have a deadline in ensuring that the headcount hiring is met, to keep track of the interview tracker, assisted in ensuring that the hiring headcount is monitored, updating slide decks for review with Operations and Leads, and liaising with HR and the Procurement team to meet the given deadline.
  • Risk management: Identify the risks involved in hiring and call out the risks, identify and mitigate the risks related to the document’s submission, ensure that the background checks and procedures related to foreign hires are tracked, address employment-related risks involved when recruiting foreign resources, and hold status call meetings with agencies and recruitment meetings with the stakeholders for progress updates, calling out risks where applicable.
  • Onboarding and compliance checks: To check with Procurement/HR on whether the pre-process compliance is fulfilled based on the client's requirements, to liaise with the agencies' point of contact for updates on candidates, to report the risks involved and liaise with Procurement and HR for follow-up on compliance, to report the status of new joiners on a daily basis until the onboarding day, to ensure candidates complete the compliance training before moving to operations, point of contact for the new joiners on the onboarding day, and to coordinate with the HR team on the headcount day for the code of conduct session.

Account Process Lead

Account Process Lead (APL) Availability
Cyberjaya, Malaysia
09.2017 - 03.2018
  • Report owner and process owner for Global Availability management
  • Understand availability requirements for Connectivity and Data Center Availability Performance (servers), in accordance with the Service Design perspective and the Service Level Management.
  • Ensuring the availability targets, KPIs, and SLAs are met according to the contractual agreement (reliability, serviceability, and maintainability).
  • Performance maintenance-Ensure there is collection of availability performance data, and this is compiled, reviewed and analyzed
  • Assist the Availability Analyst in defining new requirements for the Availability Plan and new thresholds for performance
  • Stakeholder management-Measure, monitor and improve the availability of the IT Infrastructure (CIs and servers), services and supporting organization, with reactive and proactive actions
  • Review vital business functions (VTF) as defined by a Service Level Agreement, and transpose them into availability requirements.
  • Investigate all services and components unavailability and find for remedial actions
  • Incident management-Look into incident tickets (which depicts service unavailability)
  • Have discussion with Technical Owners to have RCAs initiated for high priority tickets and there are recurrences trending from the Problem management team
  • Risk assessment and management- implementation of cost justifiable countermeasures, review changes to services and test availability
  • Raise a change request through change management as required, and participate in Change Advisory Boards (CAB).
  • Participate in mid-month meetings with Service management team, Service managers, Account Process Leads and IT Service Managers

Global Service Delivery Quality Specialist

Global Service Delivery Quality Specialist (Senior Executive)-SHELL Account
Cyberjaya, Malaysia
09.2010 - 06.2015
  • Stakeholder management-Responsible of quality aspects/service improvement (Delivery Excellence Team) for Cyberjaya and act as site leads to liaise for other global sites (Budapest, Bangalore, Dublin and Manila)
  • Incident Management-Handling High Level Escalations
  • Quality assurance and management-Quality Delivery
  • Service improvement-Customer Verbatim (Customer satisfaction survey and exclusions)
  • Preliminary interview sessions
  • Trending/Analysis/Presentation -Site Performance Review
  • Global and Internal Calibrations
  • ISO Audit
  • Quality governance-Security test calls, onboarding/training for processes, monthly quality evaluation and training linkage improvements (to present to the Global Training Manager on the areas that need to emphasize during training/evaluation)

Global Delivery Service Desk Analyst

Global Delivery Service Desk Analyst (Senior Executive)-SHELL Account
Cyberjaya, Malaysia
06.2009 - 09.2010
  • Handled I.T. support issues for SHELL users from the Asia Pacific, Europe, and Americas regions through phone and email pertaining to their accounts (on various types of accounts in accordance with the procedures).
  • To perform troubleshooting on the user’s computer in order to identify the issues.
  • To log tickets and escalate to the appropriate support groups, team, or to the next level accordingly if the issue could not be resolved.
  • To follow up with the relevant team to ensure that the issue is resolved.

Education

Bachelor of Information Technology - Information Technology

HELP University (Charles Sturt University)
Australia

Advanced Diploma - Computer Studies

Diploma - Computer Studies Computer, Business Computing, Multimedia &the Internet

Informatics

Certification

  • ITIL Intermediate (Operations Support and Analysis) Practitioner certified.
  • ITILv3 Foundation Certified.
  • Microsoft Office 2000 Certification Course. (Microsoft Word, Excel, Access, Power point).
  • Coaching to improve performance.
  • Building Client Relationships.
  • Critical Thinking Essentials: Applying Critical Thinking.
  • Business Analysis -Enterprise Services.
  • Six Sigma (White Belt and Yellow Belt).
  • Certified Professional Training in AI Digital Strategies for Industry 4.0 Transformation.

Awards

  • 2022- Pinnacle Award Winner- For exception support for quality & training during Half Year review with Client.
  • 2018- For Project Coordination -achievement in support of Silicon Valley account.
  • 2014-For outstanding performance and contribution for Month of January (Quality role) by Hewlett Packard
  • 2013-For outstanding performance and contribution for Month of April (Quality role) by Hewlett Packard
  • 2012- Top performer for Quality Specialist Role- 2012 (Quarter 2) and achieved outstanding performance (based on yearly performance appraisal and ratings) by SHELL
  • 2012 -Contribution for the service desk operations - August by SHELL.
  • 2012 - Outstanding service desk support - SHELL; 2010 - For outstanding performance in service desk (Top 10 among 207 agents) - by Hewlett Packard
  • 2010- I was amongst the top agents for four consecutive months and was selected to conduct a mentoring program for service desk agents.
  • 2010-Selected to participate in the refinery tour to Port Dickson organized by HP for top achievers.
  • LEADERSHIP AWARDS
  • FY24-Emerging Leaders Program (ELP).
  • FY23- FY23 Outstanding BT Focal- Act as a true partner FY23.
  • FY23-Great Leadership -Care Deeply For All Our People.
  • FY22 - Always Do the Right Thing.
  • FY22 -Lead With Excellence, Confidence and Humility- Thank you for the contribution in FY22.

Languages

Tamil
First Language
English
Advanced
C1
Malay
Upper Intermediate
B2

Timeline

Quality,Training & Process Lead

Accenture Technology Solutions
02.2021 - 01.2025

Business Excellence Lead

Accenture Technology Solutions
09.2019 - 01.2021

Project Coordinator

Project Coordinator Accenture Technology
05.2018 - 09.2019

Account Process Lead

Account Process Lead (APL) Availability
09.2017 - 03.2018

Global Service Delivery Quality Specialist

Global Service Delivery Quality Specialist (Senior Executive)-SHELL Account
09.2010 - 06.2015

Global Delivery Service Desk Analyst

Global Delivery Service Desk Analyst (Senior Executive)-SHELL Account
06.2009 - 09.2010

Bachelor of Information Technology - Information Technology

HELP University (Charles Sturt University)

Advanced Diploma - Computer Studies

Diploma - Computer Studies Computer, Business Computing, Multimedia &the Internet

Informatics

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Nirmala Arichandran