Rajesh Gound

Results-driven Quality Assurance Leader with 11+ years of progressive experience in BFSI, BPO, and Insurance sectors. Proven track record in building robust QA frameworks, conducting RCA-driven process improvements, and managing cross-functional audit teams.

Lean Six Sigma Green

Belt certified with hands-on DMAIC expertise delivering measurable gains in call quality, compliance adherence, and agent performance. Adept at stakeholder reporting (MBR/QBR), calibrations, escalation management, and NPS/CSAT/Fatal Error governance — ideal for Assistant Manager Quality and Quality Team Lead roles in BPO and BFSI environments.

Assistant Quality Manager at Call 2 Connect (SBI Life) (2025-08 – Present)

Managing end-to-end QA for SBI Life PR & Policy Renewal processes including daily governance and audit oversight.

• Conducting structured audits with RCA and feedback loops to reduce policy-processing errors and improve TAT.
• Facilitating bridge between underwriters and customers to ensure accurate documentation and timely policy issuance.
• Collaborating with Policy Issuance and Renewal teams to streamline documentation workflows and compliance standards.

Assistant Manager – Quality at Baroda Global Shared Service (2024-08 – 2025-08)

• Led internal compliance and QA audits across banking operations to ensure adherence to regulatory and process standards.
• Conducted risk assessments and drove QA team productivity, achieving consistent process target compliance.
• Managed escalation resolution, reducing average TAT for critical issues through structured POA frameworks.
• Prepared MBR/QBR performance reports and communicated quality metrics to senior stakeholders.

Quality Team Lead at Armsofttech.air (Yes Bank Process) (2021-01 – 2023-07)

Led a team of QA analysts aligned to Yes Bank's voice and digital process standards; managed QA and training operations end-to-end.

• Reduced client escalations by implementing structured POA frameworks and real-time feedback loops for agents.
• Conducted weekly calibration sessions, tape reviews, and one-on-one coaching to improve operator performance metrics.
• Achieved consistent call auditor team targets; analysed quality parameters including NPS, CSAT, and Fatal Errors.

Sr. Quality Analyst at Hexaware Technologies Ltd – BPS (2019-06 – 2021-01)

• Performed high-volume call audits and provided actionable, data-driven feedback to improve agent performance metrics.
• Conducted structured briefing sessions and one-on-one coaching sessions for continuous agent development.
• Prepared daily and weekly performance reports for stakeholder review and governance.

Sr. Quality Analyst at Eureka Outsourcing Solutions Pvt. Ltd. (2018-02 – 2019-06)

• Executed call evaluations, identified Areas of Improvement (AOI), and delivered targeted agent feedback.
• Prepared daily, weekly, and monthly process statistics reports for management reporting.

Quality Assurance Analyst at Home Credit India (2016-07 – 2018-02)

• Set and monitored evaluation targets for floor operators to ensure quality and compliance adherence.
• Reduced operational errors through structured, timely feedback; published weekly and monthly QA reports for leadership.

B.Com in Commerce – Chhattisgarh University (2018)

12th in English – Maharashtra Board (2006)

10th in Hindi – Maharashtra Board (2004)