Mar 2023 – Jun 2025 · 2 yrs 3 mos · India · On-site

• Led end-to-end project life cycles from requirements gathering to closure for multiple client implementations.
• Created and reviewed project plans, impact assessments, and detailed business requirement documents (BRDs).
• Acted as the primary liaison with IT and business stakeholders to ensure timely project delivery.
• Facilitated onboarding of new clients including setup, configuration, UAT execution, and production deployment.
• Oversaw resolution of production issues, enhancing client satisfaction and service continuity.
• Operation issue/query ticket resolution management

Dec 2019 – Dec 2022 · 3 yrs

• Spearheaded the implementation of Quality Management Systems for dental and behavioural health operations.
• Managed financial reconciliation, AP invoice audits, Doctor Payroll, Staff Payroll & process documentation.
• Developed SOPs and played a pivotal role in client onboarding and process transition management.

Apr 2018 – Dec 2019 · 1 yr 8 mos

• Directed quality initiatives for a portfolio of 10 clients with a focus on transactional and strategic quality
• Analyze problem in terms of information to conceptualize and defines problem and formulates solutions through the use of Six Sigma Methodology and tools
• Sharing Best practices to focus on Customer Service & Complaint Documentation Quality
• Conducting Quality Training for new hires & refreshers for entire team
• Partner with Operations in identifying and implementing key process improvement opportunities
• Project Life Cycle Audit
• Running Bottom Quartile Management Program

Apr 2017 – Mar 2018 · 11 mos

Dec 2015 – Mar 2017 · 1 yr 3 mos

Jul 2014 – Dec 2015 · 1 yr 5 mos · New Delhi Area, India

•  Setting up Quality culture in Quikr.
•  Analyze problem in terms of information to conceptualize and defines problem and formulates solutions through the use of Six Sigma Methodology and tools.
•  Sharing Best practices to improve Lead/Appointment Quality.
•  Conducting Quality Session for new joinees & refreshers for entire team.
•  Partner with Operations in identifying and implementing key process improvement opportunities.

Apr 2013 – Jul 2014 · 1 yr 3 mos · Noida Area, India

• Handling team of Quality Analysts.
• Responsible for setting up International project Quality CTQ’s (Critical to Quality) based on CTC
• Client Interation on certain Quality ask & implementation on project.
• Create Quality Sheet based on fatal & non-fatal defects for new projects
• Create Project “Health Index Report” on monthly basis.
• Create “Audit Plan” for running Division of the Organization.
• Audit certain functions based on “Project Life Cycle Policy”.
• Create Audit plan for new projects.
• Track team performance on weekly basis and declare incentives on certain KRA’s aligned to them.
• Audit the Auditors on daily basis to check whether team is calibrated on Quality Parameters. In other terms “Shadow Audit”
• Defining the Fatal Error Policy based on the Process Requirement to maintain the Hygiene

Feb 2007 – Nov 2012 · 5 yrs 9 mos