I currently hold dual roles of Engagement Delivery Lead and Quality Control Lead for a portfolio of critical accounts in the Insurance vertical at Cognizant, Digital Operations business unit. My Span includes a team of 100+ Quality Analysts and 100+ Delivery associates, spread across India, Philippines, North America, and Europe. I also lead the delivery for Quality as a Service team spread across Manila and Costa Rica. I own end-to-end Quality Control Framework and ensure implementation of Quality best practices across the portfolio. Revenue and Cost Management, Cost of Delivery, Transaction Quality Management, Continuous Improvement, Cost of Quality, Program Management & Project Management are my core areas of expertise. Have run various process improvement initiatives across the business to improve the First Time Right metric. I oversee talent development of my team to ensure up skilling the team to be able to add value with the changing times. I have co developed and implemented the Quality as a Service offering for two clients’ generating One Million Dollars in revenue.

Quality Control Lead for a portfolio of critical accounts in the Insurance vertical at Cognizant, Digital Operations business unit. My Span includes a team of 100+ Quality Analysts and 100+ Delivery associates, spread across India, Philippines, North America, and Europe.I also lead the delivery for Quality as a Service team spread across Manila and Costa Rica. I own end-to-end Quality Control Framework and ensure implementation of Quality best practices across the portfolio.• Own the Quality SLA metric for the clients of Cognizant• Own end-to-end development and implementation of Quality Management frameworks that includes Sampling and Audit Methodologies based on business requirement• Provide Thought leadership to design the Quality framework for new clients• Responsible for the efficacy of action plans for improvement of quality• Responsible for performance management, mentoring/training the team while orchestrating the delivery of quality to the stakeholders• Identify opportunities and implement Analytics and Automation solutions• Devise and execute Improvement Action Plans for reduction in top errors• Manage the cost of quality for the organisation and the client• Work closely with the Delivery team to ensure identification and execution of actions plans for reduction in defects

Manage and drive the implementation of Lean projects across the organisationIdentify accounts and areas for implementation of Lean Projects and ensure initiation of Lean projects in the identified accountsConduct Lean trainings across the organization and broadbase the knowledge of Lean principles at all levelsOwn the organization level targets for number of Lean projects closed, savings and Lean certificationsDrive customer initiative called Business Value Meter to help the team in driving improvement in business outcomes for the customers

Operations Management – Managing day to day working of operations teams of various sizes. Handle large team.Client Management – Regular interactions with Clients at various levels, to ensure a positive relationship. Manage customer escalations.Migration – Successfully migrated Life and Pensions Contact Centre of 25FTEs. Managed the migration from Diagnostic Phase to Business as Usual cut over. CSL Negotiations – Key role in negotiation of Critical Service Levels and Key Performance Indicators with the ClientsCoaching and Development– Regular One-to-One sessions with my Direct Reportees to ensure they get the required support and coaching.Training- Monitor the progress of process training. Ensure that existing team completes the mandatory hours of training stipulated for employee development. Assessment of gaps and involved in required training interventions for a smooth deliveryPeople Management –Training Needs Identification. Improvement plan team member. Regular 1-2-1s being conducted and Personal Development plans in place. Performance Management – Devise effective Key Responsibility Areas for the team members so that their goals are aligned to the team’s objectives. Performance Improvement plan for agents with continuous low performance. Risk and Compliance – Creating and reviewing Failure Modes Effects Analysis. Ensure all process maps and detailed process manuals are signed off. 100% Compliance to Data Security and Information Security guidelines.Capacity Planning – Review capacity plan to ensure correct capacity aligned and signed off by the clients. Ensure correct efficiency and Should-take Times used for capacity planning.Resource Planning - Resource planning to ensure a rolling forecast in place forecasting required resources and hiring plans. Maintain the optimum buffer to avoid revenue leakage as well as minimize cost due to bench.

Manage Team of Technical Support Associates for troubleshooting issues for Internet Service ProviderManage Customer Service Operations for Internet Service ProviderDirectly Handle the team of 20-25 AssociatesManage the Quality for voice calls by reviewing calls and coaching team members based on the Training needs identified.