Mohit Garg

A highly adaptable and results-oriented Training & Quality Manager with over 10 years of experience in driving quality improvements, implementing process enhancements, and managing large teams. Currently overseeing a diverse team of 70+ Quality Analysts, 20+ Trainers, 3 Quality Managers, and 6 Team Leaders across multiple locations. Adept at collaborating with cross-functional teams to achieve operational excellence, optimize performance, and meet client expectations.

Key strengths include strategic planning, data-driven decision-making, and team leadership.

Sr. Manager Training & Quality at Webhelp India Pvt Ltd (Concentrix) (2023-06 – Present)

• Directed quality & training operations for 3 sites (GGN, HYD, Pune) and leading a team of 70+ Quality Analysts, 7 Team Leaders, and 3 Quality Managers
• Implement strategic quality assurance initiatives to maintain operational excellence and adherence to client requirements.
• Design and deliver targeted training programs for quality teams to ensure continuous improvement in performance.
• Oversee performance metrics and generate detailed reports to provide actionable insights for senior management.
• Ensure compliance with industry regulations and manage risk mitigation strategies.
• Identified process inefficiencies, developed solutions, and led initiatives to enhance productivity and streamline operations.
• Provided ongoing coaching, training, and mentoring to quality team members, fostering a culture of excellence.
• Acted as the primary point of contact for clients, ensuring satisfaction and addressing any quality concerns.
• Led continuous process improvement projects with a focus on operational KPIs and service quality.

Quality Manager at Webhelp India Pvt Ltd (2021-08 – 2023-05)

• Responsible for handling a team of 48 QA's and 4 Quality Team leader
• Applying Management Concepts and application in order to improve the quality performance
• Driving project success and establishing reputation through communication skills.
• Increased customer satisfaction through adherence to quality standards and customer requirements.
• Employee management through Mentoring and encouraged employees to strive for excellence.
• Wrote and implemented new rework procedures to standardize processes and streamline workflow through research methodologies.
• Using statistical techniques by Providing observations, measurements and performing tests at various stages according to quality control plan.

Quality Team Leader at Webhelp India Pvt Ltd (2020-12 – 2021-07)

• Handling a team of 15 Quality Analyst whilst supporting 7 sub projects
• Sustain the proven compliant foundation whilst developing its effectiveness and efficiency through continuous evolution towards risk based model.
• Keep on delivering proven and secure quality compliance model but as far as possible on every account:.
• Build root cause analysis and skills gap identification into core quality working practice on all feasible campaigns / LOB.

Senior Quality Analyst at Webhelp India Pvt Ltd (2019-06 – 2020-12)

• Responsible for maintaining quality and provide guidance to the day-to-day operations
• Facilitating discussion between QA and Ops management to highlight strengths, address potential areas for improvement.
• Responsible for performance management, coaching and supporting hiring and training of new joiners.
• Created and implemented Prioritization of errors throughout all the process.
• SLA Tracking and Reporting and analysis of service delivery performance metrics.

Quality Analyst at Concentrix (2017-01 – 2019-05)

• Led process improvement projects that helped quality exceed standard and streamline process.
• Trained and provide quality support /feedback/coaching for group of employees.
• Monitored the performance of the employees through live auditing in order to measure the performance and provide feedback/coaching to improve the performance.
• Created and revised procedures that result in process consistency and reduce error disputes.
• Responsible for all the updates shared by client are forwarded in daily Pre Shift Huddles

Quality and Marketing Executive at Sparkles Diamond Jewelry (2014-06 – 2018-12)

• Responsible for end to end customer support from order till delivery
• Ensuring the required demand of customer is fulfilled in terms of Diamond Jewelry
• Regulating the quality standard of the products delivered to the customer
• Handling and resolving customer complaints in regard to the defects in the products
• Creating and collating designs as per market requirements
• Dealing with face to face with customers in terms of getting new orders

MBA in Marketing and Finance – Bharati Vidyapeeth Institute of Management And Research (2012-07 – 2014-06)

Bachelor of Business Administration in Marketing – Bharati Vidyapeeth Institute of Management And Research (2009-07 – 2012-06)

H.S.C – ST.

Martins Public

School (2009)

S.S.C – St.

Martins Public

School, CBSE (2007)