Associate Project Manager | Digital Transformation & Process Excellence at ZiniosEdge Software Technologies Pvt. Ltd. (2025-02 – Present)
- Built automated governance solutions using ServiceNow data and SQL queries to track vendor operational metrics, reducing alert resolution time from 24 hours to 15 minutes
- Led cross-functional digital transformation initiatives, partnering with business stakeholders to gather requirements, define KPIs, develop Power BI dashboards, and automate operational reporting
- Applied statistical process control methods, including process capability analysis (Cpk), to identify variances, reduce quality defects, and predict workflow stability
- Developed automated, closed-loop feedback mechanisms using Python to connect data insights between delivery teams and business stakeholders
- Led change management efforts and training programs that achieved a 100% adoption rate of new governance tools across cross-functional teams
- Built predictive SLA monitoring frameworks and automated compliance triggers to prevent operational leakage and vendor delivery breaches
- Led weekly governance reviews with 20+ Delivery Managers, reported 10+ operational KPIs, and delivered monthly executive presentations to C-level stakeholders
- Applied DMAIC methodology to reduce cycle times by 40% and implemented post-rollout monitoring to track ongoing return on investment
- Partnered with business users to identify process improvement opportunities, document requirements, prioritize enhancements, and deliver measurable operational efficiencies
Quality Lead | Data & Process Analytics at Bureau Veritas India Pvt. Ltd. (2023-08 – 2024-10)
- Led quality governance function, designing a SQL-based data warehouse and Power BI dashboards that reduced the reporting cycle from 7 days to real-time
- Established Six Sigma methodologies and managed 5+ Green Belt quality improvement projects
- Conducted automated compliance audits for C-level reporting, achieving a 95% compliance rating
Senior Quality Analyst | Analytics & Process Excellence at Teleperformance (2022-02 – 2023-01)
- Standardized quality assurance processes across 12 segments, improving CSAT by 90% and client SLA compliance to 98%
- Implemented self-service automation solution, eliminating 80+ manual work hours per week and reducing AHT by 15%
- Executed data analytics and governance frameworks across client KPIs and built performance scorecards to drive target attainment
- Led change management initiatives across 12 segments, mentoring 12+ QA professionals in DMAIC methodology, resulting in 10+ successfully completed Green Belt projects
Quality Analyst | Facebook Content Moderation (Vendor Operations) at Accenture (2017-11 – 2021-08)
- Managed a data analytics and performance governance framework for a vendor team of approximately 60 content moderation agents
- Developed performance scorecards to track KPI and SLA attainment
- Deployed Lean Six Sigma frameworks and led Green Belt projects that improved agent performance and client SLAs
- Performed policy-based quality evaluations across large-scale content moderation operations supporting Facebook
- Conducted quality audits and policy compliance reviews, identifying recurring defect patterns through structured root cause analysis
- Partnered with Operations and Training teams to improve moderator quality, policy adherence, and review consistency
- Delivered coaching, calibration sessions, and quality feedback to improve reviewer accuracy and operational performance
- Analysed quality trends and contributed to continuous improvement initiatives that strengthened governance and reduced recurring quality issues
Customer Service Associate at Sutherland (2017-04 – 2017-10)
- Resolved customer queries while maintaining a 95% right-first time (RFT) and FCR benchmark for 5 consecutive months
- Analysed voice-of-customer (VOC) data to identify friction points and drive process improvement initiatives
- Served as subject matter expert and floor trainer, mentoring new agents
Process Engineer at Western Refrigeration Pvt. Ltd. (2015-05 – 2016-05)
- Deployed Kanban controls and 5S frameworks across the manufacturing plant floor to optimize inventory and reduce material handling waste
- Conducted time and motion studies to identify bottlenecks and reduce assembly line cycle time by 50%
- Partnered with Design, R&D, Operations, Quality, Inventory, and Packaging teams to align workflows and accelerate delivery
