Ronkaushik Sengupta
Quality and training manager
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About
Results-driven Quality & Training Leader with 15+ years of experience across FinTech, Telecom, E-commerce, Collections, Customer Support, Merchant Support and BPO Operations. Expertise in quality transformation, training governance, customer experience improvement, stakeholder management, process excellence, compliance, and operational performance management.
Experience
Manager – Quality & Training at Startek India Pvt Ltd (2024-07 – 2025-07)
- Directed quality assurance, compliance, audits, training effectiveness, and process improvement initiatives.
- Led stakeholder reviews, governance meetings, and performance management programs.
- Implemented coaching frameworks, calibration programs, and corrective action plans.
- Conducted root cause analysis and developed sustainable operational improvements.
- Managed reporting, analytics, customer experience initiatives, and quality score enhancement.
DE Manager – Quality & Training at Kriya Nextwealth Pvt Ltd (2022-09 – 2024-04)
- Directed quality assurance, compliance, audits, training effectiveness, and process improvement initiatives.
- Led stakeholder reviews, governance meetings, and performance management programs.
- Implemented coaching frameworks, calibration programs, and corrective action plans.
- Conducted root cause analysis and developed sustainable operational improvements.
- Managed reporting, analytics, customer experience initiatives, and quality score enhancement.
Manager – Quality & Training at Five S Digital Pvt Ltd (2022-02 – 2022-09)
- Directed quality assurance, compliance, audits, training effectiveness, and process improvement initiatives.
- Led stakeholder reviews, governance meetings, and performance management programs.
- Implemented coaching frameworks, calibration programs, and corrective action plans.
- Conducted root cause analysis and developed sustainable operational improvements.
- Managed reporting, analytics, customer experience initiatives, and quality score enhancement.
Training Manager at Freelance Consultant (2015-11 – 2022-09)
- Directed quality assurance, compliance, audits, training effectiveness, and process improvement initiatives.
- Led stakeholder reviews, governance meetings, and performance management programs.
- Implemented coaching frameworks, calibration programs, and corrective action plans.
- Conducted root cause analysis and developed sustainable operational improvements.
- Managed reporting, analytics, customer experience initiatives, and quality score enhancement.
Assistant Manager / Manager – Quality at Firstsource Solutions Ltd (2009-08 – 2015-06)
- Directed quality assurance, compliance, audits, training effectiveness, and process improvement initiatives.
- Led stakeholder reviews, governance meetings, and performance management programs.
- Implemented coaching frameworks, calibration programs, and corrective action plans.
- Conducted root cause analysis and developed sustainable operational improvements.
- Managed reporting, analytics, customer experience initiatives, and quality score enhancement.
Senior Quality Analyst at Celtycs Outsourcing Pvt Ltd (2005-12 – 2009-03)
- Directed quality assurance, compliance, audits, training effectiveness, and process improvement initiatives.
- Led stakeholder reviews, governance meetings, and performance management programs.
- Implemented coaching frameworks, calibration programs, and corrective action plans.
- Conducted root cause analysis and developed sustainable operational improvements.
- Managed reporting, analytics, customer experience initiatives, and quality score enhancement.
Quality Analyst at IMRB International (2004-09 – 2005-12)
- Directed quality assurance, compliance, audits, training effectiveness, and process improvement initiatives.
- Led stakeholder reviews, governance meetings, and performance management programs.
- Implemented coaching frameworks, calibration programs, and corrective action plans.
- Conducted root cause analysis and developed sustainable operational improvements.
- Managed reporting, analytics, customer experience initiatives, and quality score enhancement.
Education
Diploma in Automobile Engineering in Automobile Engineering
PUC
SSLC – De Nobili School
