Pavan Kumar Munzagalla

Results-driven Delivery Operations professional with 8+ years of experience at Accenture India managing non-voice customer service operations including email, chat, and back-office processes across multiple industries. Proven track record in SLA management (95% adherence), team leadership (24 agents as Operations TL; 45 QA analysts as Quality & Training Lead), process improvement, and data-driven performance management. Skilled in Lean process excellence, KPI reporting, CSAT optimization, and cross-functional stakeholder engagement.

Seeking an Operations Manager or Assistant Manager – Delivery Operations role in a leading BPO / ITES organization.

Quality & Training Lead (Promoted from Operations Team Lead) at Accenture India Private Limited (2017-12 – Present)

Delivery Operations & SLA Management

• Managed end-to-end non-voice delivery operations — email, chat, and back-office queues — ensuring 95% SLA adherence consistently across multiple client accounts and industries.
• Oversaw daily queue management, TAT monitoring, and workload distribution for a team of 24 agents as Operations TL, maintaining service continuity across shifts.
• Implemented 10+ process improvement initiatives using Lean methodologies, resulting in a 55% improvement in process efficiency and 21 hours of productivity saved per week.
• Drove a 25% improvement in overall operational performance through systematic troubleshooting, root cause analysis, and targeted corrective actions on recurring delivery issues.

Quality & Training Lead at Accenture India Private Limited (2017-12 – Present)

Quality Assurance & Team Leadership

• Led a team of 45 QA analysts as Quality & Training Lead, establishing quality benchmarks, audit frameworks, and feedback mechanisms aligned with client requirements and compliance standards.
• Developed and standardised QA scorecards, call/email evaluation templates, and quality reporting dashboards, enabling data-driven coaching and performance improvement across the operations team.
• Facilitated actionable feedback loops between QA, training, and operations teams, driving continual improvement in CSAT and first-contact resolution rates.
• Recognised by senior management for achieving significant improvement in customer satisfaction scores through structured quality governance and agent development programs.

Quality & Training Lead at Accenture India Private Limited (2017-12 – Present)

Training & Capability Development

• Designed and delivered 12 technical and process training programs for SMEs and new team members, strengthening domain knowledge and accelerating onboarding productivity.
• Promoted from Operations Team Lead to Quality & Training Lead within two years, recognising exceptional performance, leadership capability, and 30% improvement in team productivity.
• Served as internal Trainer (Apr 2019 – Dec 2019, Accenture India), delivering comprehensive onboarding sessions that streamlined team integration and boosted overall operational readiness.

Apprentice – Quality at Electronics Corporation of India Limited (ECIL) (2016-07 – 2017-07)

• Completed structured workshops and technical training programs, building foundational expertise in quality assurance and operational processes.
• Conducted QA checks and compliance reviews to ensure work met industry standards, and resolved complex technical issues through root cause analysis.

Bachelor of Technology in B.Tech – ST. Martins Engineering College (2010 – 2014)

Intermediate in 12th – Narayana Junior College (2008 – 2010)

SSC in 10th – Pragati Vidya Niketan High School (2007 – 2008)