Dhawal Lokhande

Quality and continuous improvement leader with 13+ years building and governing quality frameworks across multi-channel, multisite BPO and contact center operations. Proven track record owning the full quality lifecycle: audit governance, calibration programs, RCA-driven defect reduction, CAPA management, and KPI dashboards used at leadership level for operational decision-making. Delivered measurable customer experience outcomes including a CSAT lift from 76% to 91% in a single quarter, a 20% reduction in AHT, and 750+ RCAs closed with a 12.5% process efficiency gain.

Lean Six Sigma Green

Belt certified with deep, hands-on DMAIC and structured problem-solving experience; comfortable operating across B2B and B2C support environments, standardizing quality standards across internal and outsourced teams.

Assistant Manager – Quality Control - Teleperformance - Hyderabad

(2025-09 - 2026-05)

• Owned the end-to-end quality framework for a multi-program support operation, driving audit governance, RCA, and calibration cadences that lifted Customer Sentiment Scores (CSS), reduced defect rates, and improved overall customer experience.
• Converted audit trends and Voice of Customer signals into data-driven performance strategies and targeted action plans, translating quality findings into measurable gains in agent performance and process efficiency.
• Standardized quality scoring and SOPs and ran calibration governance across Quality Analysts, ensuring consistent, defensible audit accuracy across programs and shift patterns.

Assistant Manager – Training & Quality Control - ARCHER Transnational Systems Pvt Ltd - Vadodara

(2024-06 - 2025-08)

• Built and maintained KPI and quality-trend dashboards for leadership, turning raw audit data into executive-ready reporting used for strategic, data-driven decision-making.
• Designed and delivered training programs closing skill and quality gaps identified through audit findings, integrating module summaries, videos, and presentations.
• Led quality audits and root cause analysis to identify systemic and repetitive support issues, applying CAPA to manage escalations and reduce repeat contacts.

Assistant Manager – Quality - Wipro - Gurugram

(2022-05 - 2023-08)

• Led cross-functional teams to lift CSAT from 76% (Q3) to 91% (Q4) in consultative sales quality, through targeted coaching and process correction based on audit findings.
• Ran a regular quality governance cadence with cross-functional stakeholders, aligning quality priorities with organizational goals and client expectations.

Deputy Manager – Training & Quality - Concentrix - Gurugram

(2021-10 - 2022-01)

• Drove process and quality initiatives that delivered a 20% reduction in Average Handling Time (AHT) in a single quarter without compromising quality scores.
• Mentored and coached 10 Quality Analysts and 2 training staff, building calibration discipline and a culture of continuous skill development.

Team Lead – Quality - Teleperformance - Gurugram

(2019-02 - 2021-10)

• Implemented a KPI performance-management system that tracked audit outcomes and surfaced actionable improvement insights for operations leadership.
• Delivered audit-based dashboards and reporting giving stakeholders a holistic, real-time view of quality performance.

Team Manager – Quality - NIIT - Gurugram

(2018-06 - 2018-11)

• Authored quality standards documentation, scoring checklists, and SOPs to standardize audit methodology and system upkeep.

Process Excellence – Quality Analyst - British Telecom - Gurugram

(2015-11 - 2018-05)

• Pioneered a new Voice of Customer feedback analysis methodology, deepening insight into customer sentiment and preferences across the account.
• Drove process excellence initiatives aligned to BT's global service standards, supporting quality consistency across a multi-market support operation.

Quality Analyst - HCL Technologies - Noida

(2013-05 - 2015-10)

• Executed 750+ structured Root Cause Analyses to closure, driving a 12.5% improvement in process efficiency.
• Monitored and evaluated quality performance metrics, contributing to sustained service delivery improvement.

Bachelor of Science - Information Technology - Sikkim Manipal University (2013)

Diploma - IT Enabled Services & Management - Ambedkar College, Delhi Skill and Entrepreneurship University (2007)