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Manager Quality

Bangalore, Karnataka, India
March 07, 2019

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Raghunandan M.S.

Mobile: +91-963******* E-mail ID:


Seeking a challenging role within the organisation, where I can provide leadership to establish & run team platforms, exceeding industry benchmarks and offer innovative solutions to achieve business goals & challenges. Professional Summary:

Currently serving as Manager- Operations with Mandamus Info Knowledge Consultants (Bangalore) Pvt. Ltd providing support and handling Training delivery centers, quality and assessment for our process across Karnataka. Knowledge and experience in defining and implementing System for all processes. In this transition acquired unique set of knowledge and skills which include an in-depth understanding of Business Processes, Deliverables and People Management Skills.

• Over 14+ years of total professional experience in Service Industry.

• Proven track record of leading, managing and motivating the team objectives.

• Good analytical skills and proficient in MS office tools. Management Expertise:

§ Track record of Process and People Management

§ Well diversified functional team handling

§ Design & establish Planning, Resource Allocation and Management.

§ Analysis & presentation of Quality reports

§ Client management and Change Management

§ Management of Product and Processes/Update Teams

§ Inspirer, mentor and coach

Quality Experience:

§ Specialization in Transaction monitoring and improvement.

§ Knowledge of COPC & ISO.

§ Designing and implementing process.

§ Performance Management.

§ Coach and facilitate development of Subject Matter Experts. Work Experience:

Designation – Manager- Operations & Training Delivery Date: From June 2017 to 30th August

Company: Mandamus Info Knowledge Consultants (Bangalore) Pvt. Ltd Projects handled: Currently leading teams of Operations in training & delivery, to support the vocational training centres in delivering the best quality qualifications and assessment. Presently handling Government projects like PLSDP, DDU-GKY & PMKVY Previous Experience

Navriti Technologies Pvt Ltd is India’s leading Vocational Skill Assessment Company using Technology enabled assessments - online end- to-end mobile /tablet enabled assessment platform with on ground presence of successfully executing 3 Lac Assessments annually. Manager- Operations – Quality & Delivery

Date: June 2016 to Jun 2017

Projects handled: Currently leading teams of Operations quality & delivery, to support the vocational training centres in delivering the best quality qualifications and assessment.

Handling Different Skill sectors councils like GJSCI, HSSC, ESSCI, RASCI, MESC and CSDCI. MCG – Manipal City & Guilds is an India-UK joint venture. Manipal Global Education Services, which has 50 years of steadfast focus in India’s education sector and a presence that includes 3 universities and over 30 institutions, and City & Guilds, a 130-year-old World leader in skills development that provides curriculum, course content, assessment, certification services and 600+ qualifications across over 80 countries. Designation – Assistant Manager- Quality

Date: May 2014 to May 2016

Projects handled: Currently handling the quality assurance processes support the vocational training centres in delivering the best quality qualifications and assessment.

Handling Different Skill sectors councils like GJSCI, CGSC, HSSC and CSDCI. Banyan Tree Infomedia LLP, a fast growing web media group. Banyan Tree Infomedia LLP is an internet company that deals in content management and web services. The domain of the company spans across current affairs, knowledge, education, lifestyle, trade & commerce. Assistant Manager-Quality & Information Management Date: March 2011 to April 2014

Projects handled: Awesomeji an e-commerce website, Trade chakra, Classifieds on, Sukh-Dukh and Study Abroad on



Sparsh, a domestic wing of Intelenet Global Services, holds a recognisable market share in serving telecom and financial clients. Specialising in customer service for telecommunications and running outbound business enhancement projects for financial customers. Assistant Manager- Quality

Promotion date: March 2010 to Feb 2011

Projects handled: UIDAI, Citi-Collection, Citi-Finance, GETIT, SBI IRCTC Credit cards, SBI SPICE JET Cards & TVS. Team Leader - Quality

Total experience: 33 Months

Promotion date: 26th Dec'07

Projects handled: Citi-Collection, Citi-Finance, GETIT, SBI IRCTC Credit cards, SBI SPICE JET Cards & TVS. Sr.Quality Analyst - Quality

Total experience: 8 Months

Promotion date: 1st April 2007

Projects handled: Tata-AIG General Insurance, ICICI - Prudential Insurance, RGI, Credit cards Quality Analyst

Total experience: 24 Months

Promotion date: 1st May 2005

Projects handled – BSNL, Tata-AIG Insurance, Citi-Collection. CSA

Total Experience: 14 months (Of this 5 months was with Page Point Services Ltd for the same project). Joining date: 12th Jan 2004

Projects handled: Tata Tele services customer care Core Competencies:

• Driving operations to achieve metrics.

• Implementation of quality best practices to improve rating.

• Design and implementation of quality processes for the projects.

• Responsible for good end user experience through quality initiatives.

• Responsible for quality assurance as per requirements/ expectations.

• Mechanism to share quality observations with training to ensure competency/ skill enhancement.

• Align quality goals with requirements and organizational objectives.

• Design, Deploy and continuously improve the program and measurement system for the project.

• Analyse, Plan, Propose, Implement and Measure Methodologies and Mechanism for existing and new projects.

• Analyse requirements and document procedures, policies and work instructions to enable the team perform effectively and efficiently.

• Initiate and drive projects that would increase customer satisfaction, productivity and process Quality. Like Just Ask, I own my Hygiene, Step back & collect better etc.

• Identify process gaps and work on process improvement to achieve enhanced productivity and better turn around time.

• Set goals and deliverables for the team to carry out their activities (KPI’s for team).

• Develop, Implement and review effective and efficient quality performance reporting system catering to different levels of Management.

• Monitor individual performance and guide, coach and motivate them to achieve individual as well as team goals.

• Design and Implement Performance Management system to ensure high standards of output from all employees.

• Design and Deploy Calibration (calibration sessions) for the quality analyst to be on the same page of monitoring system.

• Create ways & means to enable agent acceptance of feedback/changes & help them cope with constant changes.

• Prepare and maintain scheduling roster to ensure timely work. OOTHER THER RESPONSIBILITIESS:RESPONSIBILITIE :

(Throughout Professional Experience)

Interpersonal skills and people development:

• Demonstrate team spirit and play active role in creating motivated supportive team.

• Ensure high satisfaction levels, a healthy work environment and control attrition.

• Identify the talent within the staff and develop their skills. Create succession plan. Client Management:

• Work closely with the client to ensure smooth day to day activities and maintain good client management.

• Assist clients in problem identification, product solution, process improvement & deployment.

• Devising quality measure and improvement technique with offsite counterparts. Trainings Attended:

• End user satisfaction

• Seven tools of Quality

• Team leader development programme

• Attended Seminar on personality development


• Awarded Best consistent performer for the period 2007 - 2008.(CEO certificate) Academic Education:


Institute Qualifications Year

Seshadripuram Degree College B.Sc. (Computer Science) 2004 Seshadripuram composite College Pre-University (Class 12th) 2000 Gem English High School SSLC 1998

Personal Details:

Languages Known: English and Kannada

Date of Birth: 18th June 1981

Address: #17, 2nd Cross, Chowdaiah Block, R.T.Nagar, Bangalore – 560032 References: Available upon request.

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