Apr 2016 – Mar 2020 · 3 yrs 11 mos

Oct 2014 – Mar 2016 · 1 yr 5 mos

Sep 2012 – Sep 2014 · 2 yrs · Kolkata Area, India

Oct 2011 – May 2012 · 7 mos

• Key Deliverables
• Handling Transactional Monitoring for 2 accounts and 3 LoBs
• Ensuring the account achieves its Call Quality, FCR, CPC and CSAT targets - NSS, CEET - Planning for Quality
• and Ensuring Quality of deliverable to customer (Building and agreeing on Quality gates, reviews and release)
• Conduct independent assessment of the health of the processes, highlight the gaps and get the gaps closed
• Capture voice of customer through Customer meetings,
• Conducting gap assessments with the customer. Drive the account level customer satisfaction improvement
• actions along with account team
• Tracking the Risks and Issues in the Account. Ensure Process Compliance and Process Excellence at the
• account - Facilitating and Guiding Project team on what are the Right things to do to ensure program success
• Enabling productivity tools are deployed as relevant to the account (Six sigma, 7 Quality Tools).
• Driving continuous improvement through metrics measurement, reporting, reviewing and taking action to
• improve.
• Be a part of the account governance team and the overall account relationship team.
• Establish good interworking relationship with teams and customers.
• Good understanding and experience of delivery management, process orientation and strong appetite for
• challenge, capability to stretch, ability to intervene at the project level and ability to stay focused on tangible
• results will be key success factors.
• Significant Achievements
• Achieving Rewards in all Qualitative metrics.
• Recognized by respective Telecom Service providers for meeting the desired specifications month on month.
• Designing Process map for successful launch of Web chat based process
• Proposing recommendations to enhance Customer experience to Business partners which was implemented
• across all service partners to improve CEET.

Jul 2011 – Oct 2011 · 3 mos

• Key Deliverables
• Taking care of multiple domains and LoBs
• Heading Quality for TATA Photon and 3G – Frontend and Backend for 8 circles for 2 LoBs (Pre& Post-paid)
• Managing GSM and CDMA line of business for Rajasthan and Gujarat circles of TATA Docomo
• Understanding of Voice Operations and Understanding of Technology
• Set and track weekly, monthly quarterly and yearly goals
• Strong analytical skills and process orientation
• Verifying compliance to established processes and initiating necessary course corrections
• Implementing an Audit dashboard to facilitate regular monitoring
• Interact with the Service Partner, BU and circles to facilitate audit implementation
• Facilitate Audit Corrective Actions and Improvement Actions for better compliance
• Maintain & monitor all relevant Audits, Reviews and action plans.
• Conceptualize and implement new ideas
• Lead new initiatives in process related improvements
• Business process audit skills
• Ensures consistency through calibrations with ensuring scores is calibrated with client.
• Timely submission of reports and escalations to the process head.
• Weekly/Monthly Reporting and Presentations for MRMs/ MBRs
• FMEA tools implementation to identify risk across all processes.
• Significant Achievements
• Ensuring the PAN India #1 ranking for TATA Photon, month on month with reward of 5%
• Successful migration into new call Quality audit sheet without impacting the R&P
• Leading the merger of Transactional Monitoring for GSM and CDMA line of business
• Initiating the GB project to meet the Call Quality scores for RJ CDMA and GSM basis new CQ audit methodology.
• Lead the Auditee team from the Site for Internal COPC audits
• Develop training material and conduct training sessions for the QA Team on problem solving and analysis.
• Maintaining records of Internal and External Audits.

Feb 2006 – Jun 2011 · 5 yrs 4 mos

• Significant Achievements
• Core Specialist for the transition of new project launch.
• Standardization of TQ processes.
• Semi Automation tool to reduce the manual task involved.
• Awarded the Torchbearer for Q2.
• Certified in eBPMS.
• Yellow Belt Certified for the Successful completion of AHT Monitor and Control Project.
• Part of Delivery Excellence team (McKenzie) at IBM Daksh implementing LEAN culture in the organization to
• improve utilization.