Meghna Bindra

Black Belt & Green Belt trained and certified with ~13 years of professional experience primarily in Business Excellence, Process Improvement and Quality Assurance roles across multiple domains including Maps Production, Telecom, Financial Services and Customer Care. Led the design and implementation of AI-powered Quality frameworks using Generative AI tools, driving innovation in quality governance, process optimization, and operational excellence. Well versed with quality frameworks like Lean, Six Sigma, Process Re-engineering.

Senior Manager- Quality Assurance - Quinte Financial Technologies

(2025-08)

Driving automation opportunities, standardized quality practices, and accelerated framework development through AI enabled solutions.

• Led high-impact process improvement initiatives, including ACE (Accelerated Customer Experience) and FIRM (Financial Impact & Risk Mitigation), driving enhanced customer experience, optimizing operational efficiency, and reducing financial losses through data-driven process improvements.
• Spearheaded the NEST (New Employee Support & Tracking) program, ensuring 100% audit coverage for new hires to monitor performance, identify coaching opportunities, accelerate learning curves, and improve quality compliance during onboarding.
• Responsible for creating quality frameworks across all functions
• Responsible for overall process optimization along with providing learning sessions for team members when required

Manager- Quality Assurance - Quinte Financial Technologies

(2023-07 - 2025-07)

Responsible for creating quality frameworks across all functions.

• Process mapping, Process Documentation and Process Analysis as part of framework creation
• Execution with stakeholder or client management along with presentation on RCA findings and recommendations
• Managing team of 11 Quality Analysts for both Gurgaon & Chennai
• Managing Quality Assurance projects for 8 Line of Businesses (LOBs)
• Responsible for overall process optimization along with providing learning sessions for team members when required
• Recognized and awarded as best performer in the first quarter of joining, also received appreciation for driving CSAT analysis for client in US
• Helped in improving quality score of contact center from 76% to 92% within 6 months of joining by driving FCR and product knowledge-based articles

Lead Analyst- Continuous Improvement - Colt Technologies

(2022-07 - 2023-06)

Responsible for analyzing end to end process.

• Process mapping, Process documentation, Root Cause Analysis
• Execution with stakeholder or client management along with recommendations and findings
• Working as an analyst for projects i.e., Project Unicorn (reduction of credit notes) and Project Blackberry (Cost Spend Review)
• Project Unicorn- Performed root cause analysis using Fish Bone tool and 5 why analysis. Observed 20% reduction in Credit Notes (refund for clients) in 2 months
• Project Blackberry- Created As Is vs. modified process maps for client to distribute FTE headcount to cut down or analyze cost involved
• Responsible for overall process optimization along with providing learning sessions for team members when required

Assistant Manager- Research and Analytics - Concentrix Technologies

(2021-11 - 2022-07)

Worked with international clients like Visa and Chime Bank (North America) to improvise their LOBs.

• Project VISA- Performed data analysis and conducted sample audits to revise Quality parameters
• Project Chime- Performed time and motion study and Root Cause Analysis to reduce return % of cheque. Observed 5% reduction in 3 months post analysis
• Drove end to end analysis measuring Impact, Root Cause & Cost Model
• Projection of analysis through Data Models, Power BI & Power Excel (Power Pivot)
• Executed stakeholder and client management along with recommendations and findings
• Glidepath representation to achieve the mentioned target by clients

Assistant Manager- Process and Project Management - Home Credit Finance

(2017-02 - 2021-09)

Worked with Process Improvement team for Payments/Back Office for a span of 1500+ FTEs.

• Conducted external audits for various departments like Complaints, Call Center, Payments
• Drove improvement projects on quality, cost and client value
• Provided support towards continuous improvement programs driving Process Excellence projects
• Handled and drove process reviews and end to end dip checks of processes PAN India

Process Developer - Genpact

(2015-03 - 2017-02)

Dedicated White Belt for a Customer Care for British Gas.

• Managing and executing high impact process improvement projects on customer experience
• Delivering projects through the usage of Six Sigma, Lean and other quality methodologies
• Received Bronze award for giving the highest productivity, during the initial days at Genpact itself

Search Engine Optimizer- Digital Marketing - IMark Infotech Pvt. Ltd

(2014-10 - 2015-03)

Recognized as one of the best, among more than 70 employees in the company.

• Developed a review model for one of the brands in the company to get maximum traffic on the website
• Developed various blogs and websites for the company for advertisement purposes
• Well versed with digital and social media marketing

B.E. - I & C - Seth Jai Prakash Mukund Lal Institute of Engineering & Technology (Kurukshetra University) (2010 - 2014)

Class XII - D.A.V Public School, Yamunanagar (CBSE) (2009 - 2010)

Class X - D.A.V Public School, Yamunanagar (CBSE) (2007 - 2008)