Sumitkumar Kanoujiya

Quality and Vendor Operations professional with 9+ years leading global quality governance, vendor performance, and process excellence programs across Media/Trust & Safety, BPO, Consulting, and Manufacturing. Proven track record managing large-scale content moderation and vendor quality frameworks (including Facebook/Meta content operations), driving SLA and policy compliance, Six Sigma-led continuous improvement, and cross-functional stakeholder governance. Skilled in translating quality data into actionable insights using Power BI, SQL, and Python to scale vendor performance, calibration, and policy adherence across global operations.

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

Bachelor of Engineering in B.E. – North Maharashtra University