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
