Darshan A

Transactional Risk Investigator (Specialist L3)

Amazon

Feb 2022 - Present

Investigate complex seller, catalog, and transactional abuse cases using historical data, policy logic, and internal tools to identify risk patterns and support high-quality business decisions. Analyze investigator productivity, quality, schedule adherence, and operational KPIs to identify performance gaps and improvement opportunities. Perform root cause analysis on defects, workflow bottlenecks, and emerging abuse trends; translate findings into process improvements and best practices. Improved Schedule Adherence from approximately 90% to 96% through performance tracking, reporting, coaching, and targeted follow-up. Mentored 18+ investigators across new-hire and upskilling batches, supporting zero-defect learning outcomes and strong productivity. Led quality-improvement activities using weekly knowledge sessions, quizzes, and refresher training to reduce process defects. Contributed to CDA Process Accreditation through assessment design, training material, standardized documentation, and process knowledge initiatives. Contributed to workflow testing and AHT improvement initiatives by identifying bottlenecks and supporting faster execution while maintaining quality.