Sumit Debnath Email & Phone Number

Job Role & Responsibilities: Setting up and streamlining quality and training structure, policies, proceduresMonitoring quality of service delivered for each process. Periodic review, timely intervention and developing action plan and road maps for improvement in quality and training functionHighlights: Responsible for Setting up the Quality and Training Vertical for Domestic Business Unit from scratchBuilding and Structuring Process & Policies

Duration/ Tenure: 12 monthsJob Role & Responsibilities: Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning and employee driven operational excellenceManage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions. Maintain & manage SLA, RCA & CAPAAddress & control attritionForecasting, planning, staffing, scheduling, and adherence management; Contingency planningHighlights: Successfully led the complete Domestic Business unit for Pune SiteEmployee Satisfaction Index of 92%% contribution to Overall Revenue - 35%Site Owner - leading and managing service Delivery of 300 seats for 8 different programsDesignation: Group Lead - Quality AssuranceDuration/ Tenure: 12 monthsJob Role & Responsibilities: Maintaining daily reports, quality dashboards, drill down analysis, gage R&R, Sampling and Weekly calibrationDesigning the action plan for process improvement, bottom performers and CSATMaking TM Sheets as per the current process maps Cross Audits i.e. Four Eye checks for the processDesigning service quality Plan & Making the KPI Report Active member for process audits like ISO & Client Audits Implementation and report of weekly & Monthly Dashboard Develop conflict management process & identifying Working Detractor and Outlier managementActive member of the continuous improvement group and process excellence including process standardization, Base lining, making FMEA, Process Maps for "AS-Is" and "To Be "Maps, Continuous Improvement Initiatives and Process Improvement

Setting up and streamlining quality and training structure, policies, proceduresMonitoring quality of service delivered for each process. Periodic review, timely intervention and developing action plan and road maps for improvement in quality and training function

Single Point of Contact for Client InterfacingStreamlining internal processes to ensure seamless Operations and minimum deviations from agreed Service LevelsGiving a complete handholding in streamlining the Operational activities, depending on the complexities and severity levels,Conducting Performance Reviews to manage client expectations vs. DeliverablesMonitor and Track Performance to ensure Operational Adherence to defined Service Levels and Deliverables as agreed with clientPreparation of invoice projections and sharing with client and Resolving discrepancies related invoices on mutual consensusGathering and updating of the data and information required for invoice preparationDocumenting the Open Actionable items for the project basis client requests made & concerns raised and tracking them for timely closures

Single Point of Contact for Client InterfacingStreamlining internal processes to ensure seamless Operations and minimum deviations from agreed Service LevelsGiving a complete handholding in streamlining the Operational activities, depending on the complexities and severity levels,Conducting Performance Reviews to manage client expectations vs. DeliverablesMonitor and Track Performance to ensure Operational Adherence to defined Service Levels and Deliverables as agreed with clientPreparation of invoice projections and sharing with client and Resolving discrepancies related invoices on mutual consensusGathering and updating of the data and information required for invoice preparationDocumenting the Open Actionable items for the project basis client requests made & concerns raised and tracking them for timely closures

Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning and employee driven operational excellenceManage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions. Maintain & manage SLA, RCA & CAPAAddress & control attritionForecasting, planning, staffing, scheduling, and adherence management; Contingency planning

Duration/ Tenure: 12 monthsJob Role & Responsibilities: Team Strength - 25 QA Mentors for 2 Technical and 2 Non-Technical Int. - ProcessesParticipating in client calibrations & track feedbacks/follow-upsOrganizing internal calibrations & coach team on quality requirements/parametersScheduling mocks as & when requested by operationsEnsuring mock process/graduation process for New Hires & compilation of reportsCommunicating and ensure sampling guidelines are adhered to, Meeting the team CTQ's on coverage, feedback and calibration,Maintaining communication with Operations to make QA process effective & transparentTrain & help the team to meet their deliverables identify their training needs and delegate work if required & Do analysis of OPS Team Performance/ QA rep's performance and report it to manager regularlyHighlights: Awarded Start of the month 3 times in 2006 for contribution to Process improvement and ensuring QOS was above Target Threshold

Duration/ Tenure: 10 monthsJob Role & Responsibilities: Call Monitoring and giving scheduled feedback Making and updating quality related reports Team and client calibration CSAT improvement initiatives like CSAT champs, Resolution Bay and Transition Bay Outlier management Conducting Team hurdles for the process updates and conducting Quality Dipstick