Headline

Quality & Process Excellence | Six Sigma Yellow Belt | Automation Specialist (Google Apps Script) | Driving Sales & Business Growth

About

I am a result-oriented Operations Leader with 7+ years of experience in the BPO and Health-tech sectors. My expertise lies in the intersection of Operational Excellence, Quality Assurance, and Digital Automation. At Truemeds, I don’t just monitor quality; I leverage data-driven insights to grow sales, reduce operational defects, and streamline multiple Lines of Business (LOBs). I am a strong advocate for Process Automation—specializing in using Google Apps Script to transform manual, time-consuming reporting into automated, real-time dashboards. What I bring to the table: Ops Management: Proven ability to manage large teams, optimize rosters, and drive sales conversion. Efficiency: Expert in Six Sigma methodologies to identify and eliminate process bottlenecks. Tech-Forward: Using scripting to replace manual "copy-paste" work with automated workflows. I am passionate about scaling business operations while maintaining the highest quality standards.

Location

Mumbai

Work experience

Quality Team Lead | Truemeds at Truemeds India, Feb 2024 - Present · 2 yrs 5 mos, India, Operational Oversight: Managing end-to-end performance for Sales and CSR teams, focusing on AHT reduction and conversion growth. Automation Project: Designed and deployed Google Apps Scripts to automate daily performance dashboards, reducing reporting time by 40%. Business Impact: Spearheaded "Mission ABC," focusing on Bill-per-order and conversion rates, leading to measurable revenue growth. Strategy: Developed SOPs for multiple LOBs and optimized resource allocation through effective rostering.

Sr Quality Analyst at Tech Mahindra Business Services, Aug 2022 - Sep 2023 · 1 yr 2 mos, Mumbai, Maharashtra, India, As a senior quality analyst in BPO, I am responsible for ensuring the quality of service and customer satisfaction in various domains such as customer service, software development, network management, and product manufacturing. I have extensive experience in developing and implementing quality evaluation programs, monitoring and analysing changing trends, conducting quality audits and feedback sessions, and introducing training and coaching programs for agents. I have also contributed to reducing employee attrition and improving customer retention by implementing quality improvement initiatives and best practices. Some of the skills and tools that I use in my daily work include: Quality assurance testing tools such as EggPlant, TestComplete, Squish, Katalon, and Selenium1 Quality control techniques such as 7 QC Tools2 Customer service software and tools such as Zendesk, Salesforce, and Microsoft Office1 Data analysis and reporting skills using Excel, SQL, and Power BI Communication and interpersonal skills to collaborate with various stakeholders and provide constructive feedback I am always eager to learn new things and explore new opportunities in the quality assurance field

Quality Analyst at Eureka Outsourcing Solutions PrivateLimited., Nov 2020 - Aug 2022 · 1 yr 10 mos, Thane, Maharashtra, India

Quality Analyst at One Point One Solutions, Sep 2018 - Aug 2020 · 2 yrs, Navi Mumbai, Maharashtra, India, NA

Education

HSC, Physical Sciences, Sanjay gandhi Jr.College of science