Anuj Shende

Operations and Quality professional with 4+ years of experience supporting international business operations across Business Process and IT Services Environment. Experienced in operational governance, quality management, people leadership, business reporting and continuous process improvement. Adept at collaborating with cross-functional teams to improve operational performance and support business objectives.

Team Lead – Quality at KnovaOne (2025-03 – 2025-10)

Business Process Outsourcing (BPO) – US back-office support services across legal, financial and business operations.

• Led a team of 19 Quality Analysts (8–12 direct reports) supporting 24 client processes.
• Supported quality governance covering approximately 250 Operations associates by providing reporting, coaching and operational oversight.
• Managed workforce allocation, capacity planning, performance management, shrinkage and team development in partnership with Operations and Compliance.
• Prepared Quality Business Reviews (QBRs), governance dashboards, and MIS reports supporting leadership reviews.
• Contributed to the implementation and rollout of an in-house Quality Control (QC) Tool, standardizing quality monitoring and governance across client processes.

Quality Analyst at Facile Services (2022-01 – 2025-01)

IT Services & Consulting – B2B demand generation and business development support for global SaaS and technology companies.

• Conducted quality audits of demand generation interactions, lead qualification and CRM documentation.
• Led a QA cluster of 4–6 Quality Analysts, supporting audit allocation, calibration and coaching across multiple international campaigns.
• Delivered structured feedback to improve quality, compliance, and process adherence.
• Maintained audit dashboards, MIS and operational reporting while improving reporting efficiency by 40% through Excel automation.
• Supported enhancement and testing of the in-house audit and data extraction platform.

Demand Generation Executive at Facile Services (2021-08 – 2022-01)

IT Services & Consulting – B2B demand generation and business development support for global SaaS and technology companies.

• Conducted outbound business conversations with prospective organizations based on campaign objectives.
• Qualified business opportunities using client-defined qualification criteria.
• Maintained accurate CRM documentation and interaction records.

Higher Secondary Certificate (HSC) / 12th in Computer Science – Maharashtra State Board | Amravati Division

Secondary School Certificate (SSC) / 10th – Maharashtra State Board | Amravati Division