Adarsh Sharma

Experience

• 

  Mphasis

  Aug 2009 - Sept 2024

  Lead a team of 10 Quality Specialists supporting voice and back office operationsSet up transactional quality for new business across BFSI, Telecom and Insurance verticals.Program managed deployment of BOT to trigger early warning using lead indicators on business and people metricsImproved efficiency of Quality team by 30% through development of Quality tool using low code technology like Power Apps and built analytics using Power BIDeveloped App using Power Apps for various business units to track data centrally and analyze information real time E.g., Track failures of SLA missed, and penalties paid, one stop shop coaching tool, change request tool for Quality Management.Developed and implemented risk assessment checks across BPO accounts to identify potential revenue leakages resulting in 60% improvementGovernance around of strategic accounts through tracking of metrics and Go to Green plan for accounts in red status.Expertise in SharePoint, manage and create sites and workflows on SharePoint.Created Quality governance framework for tracking and reporting adherence to contractual requirements Weniger anzeigen Set up early warning system for potential breach of contract and revenue leakagesCall Avoidance (Lean Project) – Call avoidance (short call less than 25 seconds) reduced by 92% (14% to 1%)Collaborated with Chief Information Office to deploy Knowledge Management Portal for BPO Business unitFacilitated 12+ successful certification audits based on 9001:2008 standard.Recognized as Learning Catalyst for volunteering to facilitate learning programs and experimenting with new learning methods. Weniger anzeigen (Quality Assurance – Feb 2011 – Till date)● Preparing Contractual checklist and conducting in-process checks.● Conduct Quarterly Audits based on ISO 9001:2008 standards.● Ensuring closures on the Non Conformities within the timelines specified.● Supported delivery teams in preparation for client and third party audits.● Creating the Quality Dashboard, showcasing the progress of the processes, month on month.● Conducted trainings on ISO 9001:2008 standard.● Instrumental in administering SharePoint deployment for the Quality function.Risk and Security (Aug 2009 to Jan 2011)● Carry out Information security awareness training for the new hires and tenure employees. ● Liaise with senior management, operation managers, and compliance colleagues where appropriate providing an efficient and effective compliance advisory service.● Successfully closed exit audit for a process in MphasiS.● Facilitated external audit. Weniger anzeigen

  • Senior Manager - Business Excellence

    Jan 2023 - Sept 2024

  • Business Excellence Manager

    Jan 2014 - Sept 2023

  • Assistant Manager

    Jan 2012 - Sept 2014

  • Senior Analyst

    Aug 2009 - Apr 2012
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  Turing

  Sept 2024 - now

  Project Manager