Headline

Quality Team Leader at Digitide || Lean Six Sigma Yellow Belt Certified || Ex-JindalX || Ex-Reliance Jio

About

I am a dedicated Quality Team Leader with a proven track record in driving excellence through effective leadership and quality management. With a background as a Quality Analyst and a wealth of experience in leadership, I have developed a deep understanding of the intricacies of maintaining the highest standards and optimizing processes for sustainable success.

Location

Mumbai

Work experience

Quality Team Leader at Digitide, Mar 2025 - Present · 1 yr 5 mos, Navi Mumbai, Maharashtra, India, ● Lead and manage a team of 9 Quality Analysts across 7 collection processes, ensuring adherence to compliance, accuracy, and client expectations. ● Oversee and monitor quality performance across multiple lines of business, driving consistency in audits and reporting. ● Develop and implement quality review strategies, including audit planning, compliance checks, and corrective action plans to improve operational excellence. ● Conduct regular performance evaluations for Quality Analysts, setting individual and team goals aligned with organizational objectives. ● Identify process gaps and collaborate with stakeholders to design and implement improvement initiatives for enhanced efficiency. ● Provide actionable insights through data-driven analysis, improving collection effectiveness and customer satisfaction. ● Ensure strict compliance with internal policies, regulatory standards, and client requirements to safeguard quality across all processes. ● Partner with cross-functional teams to standardize best practices, strengthen quality frameworks, and deliver sustainable process improvements.

Quality Team Leader at JindalX, Sep 2023 - Nov 2024 · 1 yr 3 mos, Delhi, India, • Lead and manage a team of Quality Analysts across five diverse projects: Zomato ODM, Surya Roshni, Medulance, JSPL, and OTIS. • Oversee and monitor all Line of Business (LOB) projects, including Voice (Inbound & Outbound), Chat, and Email channels. • Develop and implement audit strategies, including audit projection, audit coverage, and compliance reports to ensure process adherence and high-quality standards. • Identify training needs through Training Needs Identification (TNI) and facilitate continuous improvement initiatives for team development. • Track and report ACPT (Action, Compliance, Performance, and Training) metrics to ensure alignment with performance objectives. • Ensure the achievement of performance metrics for Quality Analysts, including individual and team performance goals. • Regularly collaborate with cross-functional teams to enhance overall project quality and drive consistent process improvements. • Deliver actionable insights through data-driven reporting and performance analysis to improve operational efficiency and customer satisfaction. • Ensure compliance with all internal and external standards, enhancing customer experience across all client projects.

Quality Analyst at JindalX, Jan 2023 - Sep 2023 · 9 mos, Thane, Maharashtra, India, • Oversee Inbound, Outbound, Mail, Chat & International processes • Work with team to identify and resolve defects • Contribute to the improvement of the standards of calls and services

Customer Service Associate at JindalX, Aug 2022 - Dec 2022 · 5 mos, Thane, Maharashtra, India, • Managed inbound calls from delivery partners and provided support in the Zomato DP Marathi process • Promoted to Mentor within a month for demonstrating outstanding performance and leadership skills • Provided guidance and support to new Customer Service Associates • Helped them to learn the ropes and develop their skills • Promoted to Quality Analyst through an Internal Job Posting in January 2023

Voice Advisor Executive at Jio, Mar 2021 - Jul 2022 · 1 yr 5 mos, Mumbai, Maharashtra, India, • Managed inbound calls from customers and provided support • Identified and resolved customer issues • Exceeded performance goals and was awarded "Best Performer Hall of Fame" in February and March 2022

Field Incharge at Kolbro Group, May 2017 - Mar 2020 · 2 yrs 11 mos, Kalyan Dombivli, Maharashtra, India, • Led a team of survey engineers and ensured that they followed all applicable rules and regulation • Promoted to Team Leader through an Internal Job Posting • Promoted to Field In charge through an Internal Job Posting

Education

Bachelor of Commerce - BCom, Business/Commerce, General, University of Mumbai