Headline

Senior Manager – Quality, Training & CX Analytics | 18+ yrs in BPO, BFSI & E‑commerce | Power BI, SQL, Lean Six Sigma

About

A seasoned Quality & Training leader managed MNC BPOs, BFSI and E‑commerce, specializing in CSAT/NPS improvement, speech analytics and process excellence. Over the last few years, I have added Power BI, SQL and adding Business Analytics program from UpGrad to deepen my ability to translate customer data into actionable insights and automated dashboards for leadership. I am now looking for senior roles where I can combine quality, training and analytics to improve customer experience and operational performance. My strength lies in driving end-to-end quality frameworks, deep-dive process diagnostics, and insight-led interventions that consistently enhance CSAT, CSI, and NPS. I also specialize in scalable designing training frameworks, performance coaching models, and competency-based development programs that directly improve transactional quality and customer satisfaction metrics I’ve led training and quality transformation initiatives across E-commerce, BFSI, Telecom, and IT support, ensuring strong governance while enabling agility and scalability. A strong believer in “creating leaders and building thinking minds, with 12+ years of experience leading large, distributed teams. I bring a democratic, data-driven leadership style focused on building capability, accountability, and continuous improvement. I’m known for translating quality metrics into meaningful business actions that improve customer outcomes and operational efficiency.

Location

Mumbai Metropolitan Region

Work experience

Process Analyst and Audit Specialist at LegalZoom, Jun 2024 - Mar 2026 · 1 yr 10 mos, Mumbai, Creation and execution of standardized and recurring audit reports of India BPO operation • Creation and execution of a continual process improvement program complete with recurring updates to key partners and success measures • Creation and execution of functional health check reports with defined templates on a recurring cadence to identify strengths, opportunities and overall health of functions like data security, quality, productivity and culture • Ownership over root cause analysis reporting and oversight of remediation action plans on any major failure • Fostering of close cross functional relationships between key functions within the BPO as well as LegalZoom

Sr. Manager Training & Quality at Conneqt Business Solutions Limited, Apr 2022 - Jun 2024 · 2 yrs 3 mos, Mumbai Suburban, Maharashtra, India

Training And Quality Manager at Conneqt Business Solutions Limited, Dec 2019 - Mar 2022 · 2 yrs 4 mos, Thane, Maharashtra, India

Quality Manager at Teleperformance, Aug 2019 - Nov 2019 · 4 mos, Mumbai, Maharashtra, India

Asst. Manager Quality at Teleperformance, Dec 2017 - Nov 2019 · 2 yrs, Mumbai Area, India

Quality Manager at Tech Mahindra, Jun 2016 - Jul 2017 · 1 yr 2 mos, Ahmadābād Area, India,  Leverage industry best practices and concepts to perform detailed process improvement studies as required across multiple processes to identify opportunities for services and productivity improvement  Manage, guide, instruct, direct and motivate a team of Quality professionals to achieve pinnacle in providing services and Quality to all internal / external customers  Owned to govern and implement the Customer Experience framework as per the client requirement and drive it across all the departments at the site.  Owning to tNPS reporting and analysis and initiating process improvement based on the findings.  Review of quality Audit plans, action plans, improvements plans.  Coordinating with L&D team, operations, WFM and other delivery heads of the business unit  Identify top defects in the process and conduct root cause analysis of the top defects identified and track action plan.  Conduct weekly and monthly reviews with the client including all the BU heads and drive actionable.  Run process improvement – Quality, L&D and Operation initiated projects – Service Improvement Plans (SIP) and Continuous Improvement Plans (CIPs) for process/ service improvement.  Provide regular and periodic inputs to the client for process and technology related gaps  Analysis of utilization, efficiency and available data for the process  Provide Training and quality support, development of metrics and dashboards in line with customer requirements  Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation  Ensure Knowledge consistency through means like calibrations, Dip-Checks, regular Knowledge Reference Tests and Detractor (NPS) Scrubbing etc.

Sr. Quality Consultant at CredR, Aug 2015 - May 2016 · 10 mos, Andheri,  Responsible for Quality System: Implementation, Maintenance and Improvements at the desk for Pre-Sales, Co-ordination and Post Sales teams.  Successfully created and implemented the Transactional Monitoring forms for various teams in the company.  Review of quality plans, activities, improvements plans  Coordinating with training, operations and other delivery heads of the business unit  Conduct root cause analysis of the top defects identified and track action plan.  Conduct Regular Team Meetings to address quality related concerns & Best Practices  Prepared and rolled out the New Hire Training and conduct sessions on a periodic basis.  Weekly/ Monthly reviews with the stakeholders.  Analyze the data and publish the analysis so that appropriate decisions can be taken in a timely manner.  Owned to Process setup as comply with business standards and strategies.  Owned to Compliance governance QMS adherence.

Education

Bachelor of Commerce - BCom, Accounting, Ravindra Vishwa Vidyapeeth

SSC, NA, Holy Family Day School