Experience

• 

  Cognizant

  Dec 2008 - Aug 2013

  Subject matter expert
• 

  Firstsource

  Apr 2015 - Jun 2016

  Quality analyst

  QA for customer support/Technical Support - Telecom Process Voice/Non-voiceDriven six sigma projects initiated by the top level management.Responsible to analyze the last day’s rejection/non conformance and identify the potential cause and corrective action and implement the same for the process improvement.Conducting periodic calibration to reduce the instruction gap within the team.Collection of data’s to monitor the process improvement.

• 

  Sutherland

  Jul 2016 - Feb 2021

  Associate professional cls

  I led a team that was responsible for training new hires and improving the performance of existing team members. As the sole person in charge of identifying underperformers, I created plans to improve their performance. I also identified training needs and created relevant sessions for the team. I regularly participated in client calls to discuss deliverables and was responsible for tracking the performance metrics of new hires

• 

  Skill-lync

  Feb 2021 - Aug 2023

  Responsible for developing new quality management team.Successfully completed Black belt Six sigma project aimed to preventing revenue leakage. Arrested revenue leakage up to 1.5 Cr.Implemented Zero Tolerance Policy in the processManaging QA utilization, resource planning and forecast planningEstablishing KPI and KRA to enhance team's performanceEstablished process to enhance customer satisfaction and minimize customer escalations

  • Senior Quality Manager

    Mar 2022 - Aug 2023

  • Quality Manager

    Feb 2021 - Mar 2022
• 

  Behindwoods

  Oct 2023 - now

  • Chief General Manager

    Dec 2024 - now

  • Sr. Manager Process innovations and Audit

    Oct 2023 - now