Shikhar tyagi

Managing quality and operations programs for multiple global clients across food-tech, fintech (financial services) and ed-tech domains, supporting warehouse, dark store and last mile delivery operations while ensuring SLA compliance. Leading end-to-end IB/OB operations for warehouse and dark store programs including floor quality, inventory accuracy and process adherence. Communicating with international customers and partners over calls and emails to resolve operational issues, handle escalations and ensure service recovery across multiple clients and companies. Leading a team of 15+ associates, including manpower planning, productivity tracking, performance reviews and coaching. Driving daily KPIs (SLA, TAT, Accuracy, Productivity) through continuous monitoring, analysis and corrective action planning. Improved overall project performance by 11% through SOP optimization, defect analysis and structured weekly training programs. Conducting warehouse and process quality audits, performing RCA and implementing corrective and preventive actions (CAPA). Supporting multi-client, multi-industry projects and customizing SOPs and quality frameworks, preparing and reviewing MIS dashboards and performance reports for leadership and stakeholder reviews. Coordinating with cross-functional teams (Operations, Tech, Vendors and Clients) to manage escalations and stabilize operations during volume spikes. Ensuring SOP adherence, ZTP compliance and customer escalation management across all assigned programs.

Managed geo-data quality operations for 12+ international locations supporting last-mile delivery accuracy and routing efficiency. Reduced geocoding and address-level defects through manual corrections, audits and root cause analysis (RCA). Supported geo-fence and control management programs to improve scan compliance and delivery accuracy for US, EU and NA regions. Collaborated with cross-functional stakeholders (Operations, Tech, Program teams) to resolve quality issues and stabilize processes. Contributed to the setup and enhancement of Amazon Map features within AuditBook systems. Performed quality audits, defect trend analysis and supported ramp-up activities while ensuring SLA and ZTP programs.

Handled logistics and e-commerce projects with a focus on timely deliveries. Collaborated with tech teams to monitor progress and ensure quality standards. Performed detailed testing to ensure product and service quality.