Umair Kherade
1. Role & Reporting
Role Title: Vendor SLA & Quality Associate (SLA Associate) – Cashkr
Department: Operations
Reports To (Primary):
Operations Manager
Works Closely With:
Head of Operations / Operations & Pricing Manager (for serious vendor actions & policies)
Area & Serviceability Manager (for vendor holds/closures and area-serviceability impact)
CX / Customer Support Team (for complaints, failures, escalations from customer side)
In-House Pickup Associates (for behaviour & SLA checks)
External Vendor Partners (for SLA clarifications & warnings)
Data Analyst (for SLA dashboards, failure trends, vendor performance data)
2. Role Purpose
Ensure that every failed or problematic order has a clear, accurate reason and that:
Vendors are not blamed for issues caused by customers or system gaps
Genuine vendor-side issues are detected, documented and acted on
Vendor SLA & quality standards are maintained and improved over time through data, audits and actions.
In short: protect fairness for both customer and company by separating customer-side failures from vendor-side failures, and cleaning up bad vendor performance.
3. Key Result Areas (KRAs)
KRA 1 – SLA & Failure Reason Validation
Review failed/cancelled/problem orders and make sure the root cause is correctly classified (customer-side vs vendor-side vs system/operations).
KRA 2 – Vendor Quality & Behaviour Monitoring
Continuously monitor vendor performance (SLA adherence, behaviour, call response, visit quality, dispositions) and identify vendors who are not meeting standards.
KRA 3 – Vendor Action & Recommendation
Based on data and case reviews, recommend actions (warning, training, limited access, hold, closure) to the Operations Manager and Area & Serviceability Manager.
KRA 4 – SLA / Quality Reporting to Operations
Prepare clear SLA & quality reports for the Operations Manager and Head of Operations so they know:
Why orders are failing
Which vendors/areas are problematic
What actions were taken or are recommended.
KRA 5 – Feedback Loop for Process & Training
Share patterns and insights with Operations, CX and Training so that SOPs, scripts, and vendor training can be improved to reduce repeat issues.
4. KPIs (Mapped to KRAs)
No. 1 – Failure Reason Classification Accuracy
Description:
How accurately failed/cancelled orders are tagged with the correct root cause (customer vs vendor vs others).
Metrics (examples):
% of failed orders with a clear, specific failure reason (no “other/unknown/general”)
Number/percentage of disputes where vendor challenges the reason and is proven correct (low is good)
Target:
High clarity (near 100% of failed orders with a proper reason) and very low misclassification.
Data Source:
Admin Panel (failure reasons), audit samples, dispute logs.
Review Frequency:
Weekly / Monthly.
Linked KRAs:
KRA 1.
No. 2 – Vendor-Side Failure Rate (Monitored & Acted On)
Description:
Measures what fraction of failures are actually vendor-side, and whether those vendors are being tracked and acted upon.
Metrics:
Vendor-side failures ÷ Total failures × 100
Number of repeat vendor-side failures by the same vendor without action
Target:
Not to force all failures into “customer side”, but to ensure vendor-side failures are correctly identified and actioned, and repeat patterns go down over time.
Data Source:
Failure reason tags, vendor IDs, SLA logs.
Review Frequency:
Monthly.
Linked KRAs:
KRA 1, KRA 2, KRA 3.
No. 3 – SLA Violation Tracking & Resolution
Description:
Tracks how well SLA violations (late pickup, no response, improper failure, wrong payout, etc.) are logged and resolved.
Metrics (examples):
Number of SLA violations logged per vendor / per week
% of SLA violations that have a recorded action (warning, call, training, hold)
Average time from SLA violation logged → first action taken
Target:
All significant SLA violations should have an action; resolution time should reduce over time.
Data Source:
SLA violation log, Admin Panel events, CX/ops escalation tools.
Review Frequency:
Weekly / Monthly.
Linked KRAs:
KRA 2, KRA 3, KRA 4.
No. 4 – Vendor Holds / Closures Based on Data
Description:
Ensures that vendor holds/closures are based on data, not guesswork, and are followed through.
Metrics:
Number of vendors put on temporary hold or permanently closed in a month (with clear documented reasons)
% of holds/closures with supporting SLA/quality evidence
Target:
Every strong action (hold/close) must be traceable back to SLA & quality evidence.
Data Source:
Vendor status logs, SLA reports, escalation notes.
Review Frequency:
Monthly.
Linked KRAs:
KRA 3, KRA 4.
No. 5 – Repeat Issue Reduction
Description:
Measures whether the same type of problems decrease once highlighted.
Examples:
Reduction in “vendor no-show” failures in a city/vendor after action
Reduction in “improper failure” or “wrong disposition” from specific vendors
Target:
Downward trend in repeat issues from vendors after warnings, training, or holds.
Data Source:
Failure reason breakdown by vendor/area, before vs after action.
Review Frequency:
Monthly / Quarterly.
Linked KRAs:
KRA 2, KRA 5.
No. 6 – SLA / Quality Reporting Timeliness
Description:
How consistently the SLA Associate sends weekly and monthly reports to Operations.
Formula:
SLA Report On-Time % =
Reports sent on or before agreed date ÷ Total scheduled reports × 100
Target:
Close to 100%.
Data Source:
Email/Slack timestamps, reporting calendar.
Review Frequency:
Monthly.
Linked KRAs:
KRA 4.
5. Core Processes / SOPs Owned
The Vendor SLA & Quality Associate (SLA Associate) is owner / co-owner for these SOPs:
Failed Order & SLA Review SOP
Daily/weekly review of:
Failed orders
Cancelled orders
“To be failed” or disputed orders
Clear rules for classifying:
Customer-side issues (not available, changed mind, wrong info, no documents, etc.)
Vendor-side issues (no-show, late without reason, misbehaviour, improper failure, not calling, wrong payout, etc.)
System/operations issues (wrong assignment, tech failure).
Documentation of final reason in the system.
Vendor Quality & Behaviour Monitoring SOP
Data points to monitor per vendor/associate:
SLA violations (late pickup, no response, missed payout, etc.)
Complaints from CX
Disposition patterns (e.g., always failing high-value orders)
How to handle:
First-time vs repeated violations
Behaviour complaints vs performance issues.
Vendor Action Workflow SOP (with Operations & Area/Serviceability)
Escalation ladder for vendors:
Soft warning (verbal / call)
Written warning
Training / coaching request
Temporary hold / area removal
Permanent closure
How to:
Propose actions to the Operations Manager & Area & Serviceability Manager
Record action decisions against each vendor in the system.
CX Coordination & Case Clarification SOP
How SLA Associate works with CX to validate both sides:
When a customer blames vendor vs vendor blames customer
Resolving conflicts by checking call logs, timestamps, statuses
Rules to ensure:
Vendor is not unfairly blamed for genuine customer-side failures
Customer issues are still taken seriously and escalated where needed.
SLA & Quality Reporting SOP
Weekly and monthly report structure:
Failures and reasons (customer vs vendor vs system)
Top problematic vendors/areas
Actions taken (warnings, holds, closures)
Patterns that need systemic fixes (e.g., a common issue in a process).
How to format and share reports with:
Operations Manager
Head of Operations
Area & Serviceability
CX and others (if required).
Feedback → Training / SOP Improvement SOP
How insights from SLA reviews feed into:
Vendor training modules
Updated scripts for vendors
Changes in operations or assignment SOPs
How to log recurring issues that require process change instead of just vendor punishment.
6. Weekly & Monthly Reporting
Weekly – “Vendor SLA & Quality Weekly Snapshot”
To:
Operations Manager
Head of Operations / Operations & Pricing Manager
Area & Serviceability Manager
CX Lead / CX Team
Data Analyst (for cross-checking trends)
Format:
Short summary (Slack / Email / Doc) + relevant tables/charts.
Includes:
Summary of Failed / Cancelled Orders:
Count by reason type (customer-side vs vendor-side vs system).
Vendor-Side Issues:
Top vendors/areas with SLA or behaviour issues.
Key incident examples (very short).
Actions Taken:
Warnings, training recommendations, holds, closures.
Immediate Risks:
Vendors or cities that need urgent attention (too many failures or complaints).
Next Week Focus:
Vendors/areas to monitor closely.
Any SOP/training updates planned.
Monthly – “SLA & Vendor Quality Section in Monthly Review”
To:
CEO, Head of Operations, Operations Manager, Area & Serviceability, CX Lead, Data Analyst, sometimes Marketing (for impact on campaigns).
Format:
Slides / Doc with charts and tables.
Includes:
Overall Failure Analysis:
Total failed/cancelled orders and breakdown by reason type.
Trend vs previous month.
Vendor SLA & Quality Performance:
Vendors/associates grouped by performance (good/average/poor).
Cities/areas with recurring issues.
Actions & Outcomes:
Number of warnings, holds, closures.
Impact of actions (before vs after patterns).
Key Patterns & Root Causes:
Common issues (e.g., particular time windows, devices, scripts, parts of process).
Recommendations:
Vendor and area cleanup
Training topics
Changes suggested in SOPs, flows, or product.