Digital Quality Transformation | Lean Six Sigma Black Belt | SLA Governance | Automation | Operational Excellence
Send a job offer directly to this candidate
Shared Services Quality, F&A awareness, Operational Excellence, and Digital Transformation leader with 22+ years of experience across BPM/BPO, BFSI, Healthcare, Logistics, Consulting, and Shared Services.
Belt with deep expertise in leading large Quality Assurance teams, SLA governance, service delivery risk management, audit mechanisms, process excellence, automation, and client/stakeholder governance. Proven record of improving quality, productivity, CSAT, operating efficiency, compliance, and zero-defect performance through predictive monitoring, dashboards, RCA, CAPA, digital QA tools, and continuous improvement. Experienced in managing cross-functional teams, driving enterprise initiatives, supporting strategic projects, and enabling low-risk, zero-surprise BAU operations.
Artist, Translator and fluent in English, Hindi, Marathi and Gujrati languages.
Sole Proprietor at Quality Mavericks (2022-01 – Present)
Partnered with various training partners for conducting training on Lean Six Sigma, Analytics, MS Excel, Statistics, Quality Concepts, and Wharton Interactive – Verified Instructor.
Assistant Vice President – HOD (Quality) at Vasta Bio-informatics Pvt. Ltd. (2021-03 – 2022-01)
Consultant at Orgstead Consulting, FGNC Consulting (2019-09 – 2021-03)
Associate Vice President / Associate (602) – Quality Ops & Ops at J.P. Morgan Chase & Co. (2018-03 – 2019-09)
Delivered $22.4M in cost savings, doubled productivity from 1.0 to 2.4 cases/FTE/day, and reduced penalties by $1.65M through process redesign, quality governance, and operational excellence. Improved CSAT from 65% to 87%, increased Quality Scores from 85% to 96.53%, and reduced Zero Tolerance defects from 2.85% to 0% through RCA, CAPA, governance, and closed-loop quality improvement. Instituted global Operations and Quality governance across a Shared Service Centre, enabling zero-defect culture, zero disruptions, and 100% external audit success.
Senior Manager – Quality Operations at Infosys BPO Ltd. (2016-08 – 2018-02)
Manager – Delivery & Business Excellence Manager at Mphasis BPO Ltd. (2014-11 – 2016-07)
Caregiver to parents at Family Emergency (2013-10 – 2014-11)
Site Lead – Manager Quality Operations, Training at Serco BPO Ltd. (2013-01 – 2013-09)
Break – Serco Project Delayed, hence joining delayed at Serco BPO Ltd. (2012-08 – 2013-01)
Manager – Service Quality, Service Excellence & Projects (QIG) at HDFC Bank Ltd. (2008-09 – 2012-08)
Assistant Manager – Operations at ICICI Bank Ltd. (2007-01 – 2008-09)
Team Leader – Quality Operations at Accenture Services Pvt. Ltd. (2004-06 – 2007-01)
Team Leader – Operations, Quality, Verification at TransWorks (Aditya Birla Minacs) (2002-02 – 2004-06)
Client Response Executive – Operations at GTL (I) Ltd. (2001-04 – 2002-02)
Trainee Client Response Executive – Operations at Blue Dart Express Limited (2000-04 – 2001-04)
Bachelor's in Science in Chemistry – University of Mumbai (1993-04 – 1999-05)
Advance Certificate in Business Analytics – SJMSOM, IIT-Bombay (2011 – 2011)
Post Graduate Diploma in Quality Management – Post Graduate Institution (2024)
