Quality Management
Resume:
Raj Kumar
Address : B-**,
Vidyadhar Nagar,
Jaipur (Raj.) Pin-
302023
Handheld : (M) +91
Alternate : (M)
Email :
***.*****.*******@*****.***
A dynamic professional offering 6.5 years of experience on Project
Management, Client Relationship and Quality Compliance in service industry.
Carrier Objective:-
To work with globally respected corporation that provides best breed of
business solution. Keen to work with management team focused on continuous
improvement through best class strategy. To be an effective manager with
continuously working and acquiring more managerial and leadership skills.
Profile Synopsis:-
. A vibrant professional -result driven, customer focused and self
motivated
. Worked with Infosys BPO Ltd for total 6.5 years in Operations and
Quality function as a Team Lead
. Lead and mentored a team of 20+ team members of Quality Auditors/ Team
Supervisors and Operational Leads
. Expertise on People Management, Staffing Management, Resource
Management, Performance Management, Customer Orientation, Customer
Satisfaction, Team Satisfaction in Operations
. Extensive experience in Order Management (Print advertisement,
Customer Acct. Management, Ad Booking, Invoice & Billing, Dispute
Management, Digital Ads Booking, Creative Testing & Audit, Campaign
reporting, Circulation business). Accounts Receivable, Reconciliation,
Accounts Payable, PTP and FP&A processes
. Proficient on Minitab-14 and SPC tools and techniques. Six Sigma
Yellow Belt Certified and Green Belt Trained
. Hold certification for mentoring 14 Yellow belt, 3 Green Belt and 1
Black Belt projects
Preferences:-
Target Job : Team Lead in Quality or Operations
Expected Salary : Negotiable
Willing to Relocate : Yes
Date of Availability : Immediate (within 5 working days)
Work Experience in Quality Function at Infosys BPO:-
INFOSYS BPO LTD.
Quality Specialist / Team Lead- Quality
(February 2011-August 2013)
. Mentoring entire engagement individually (strength of 100 FTE's),
Leading and mentoring a team of 20 members of Quality Auditors, Team
Supervisors and Operational Leads
. Dealing with ERP/Mainframe applications - SAP, Admarc, Great Plains,
Paypal, Navision, AS400, PBS, OAS, AdX, SOS, PeopleSoft, Salesforce,
Lotus Notes, Citrix Environment, Minitab-14, Avaya
. Deployed QMS and Service Quality Plan, Worked on Quality Trilogy - QA,
QC, QI to mentor engagement to compliant on various requirements :
Quality Assurance -
. Quality Certification Audits - Supporting and mentoring engagement on
various internal & external Quality Certification audits, reviewing
all documents/practices and highlighting the weak areas, deploying
CAPA (Engagement is certified with e-SCM SP V2.0 Level-5, PCI-DSS, ISO
9001:2008, ISO 27001, COPC, BS25999 etc.)
. Process Capability Analysis - Reviewing and verifying the process
performance, highlighting the risk to Business Team and mentoring
them to prepare the action plan
. Engagement Performance - Creating, organizing, reviewing and executing
various documents/practices such as (SOP, FEMA, Calibration, Process
Knowledge Test, SLA Audit, Governance, Quality/Ops Manual, MIS, CMS,
COPC Table F etc.) while conducting Quality Audits to track the
engagement performance and compliance %
. Customer Satisfaction - Executing customer satisfaction survey,
gathering input from external stack holders, sharing analysis with top
management, highlighting the risk/challenges to business team,
mentoring operational leads to develop effective action plan and
ensuring timely closure
. Contracts Review - Supporting business team in preparing SoW, MSA,
SLA, reviewing contractual documents at regular frequency, alerting
business team prior to contract's expiration and executing renewal
process
. Risk Management - Executing risk audits and highlighting any
risks/violation to business team, mentoring business team to prepare
Risk Mitigation Plan to deal with crisis situation, executing and
monitoring BCM
. Meetings & Review - Coordinating with internal & external stack
holders in various weekly/monthly/quarterly review meetings, sharing
insight of quality/business team performance
Quality Control -
. Transaction Monitoring Plan & Adherence - Mentoring quality
auditors/team supervisors on identifying fatal/non-fatal parameters
and incorporate into TM sheet, ensuring 100% TM adherence on daily
basis, identifying weak areas/ opportunities, maintaining Zero Defect
environment
. Complaint Management - Taking client calls to resolve the escalations
and to identify customer requirements, doing RCA and implementing
corrective and preventive actions, reporting complaint status and
challenges in quality dashboard on weekly basis
. Feedback & Coaching - Providing constructive feedback to agents on
timely manner, tracking agents performance, mentoring bottom
performers, coaching operations team on various quality tools &
techniques for improvement
. Automation - Supporting Business Team in process optimization,
implementing automation tools to reduce Non Value Added effort
. Process Knowledge Test - Conducting PKT covering 100% processes,
preparing question papers, conducting test and validating result and
sharing with client, doing analysis and arranging refresher trainings
for identified gaps
. Zero Defect Initiative - Tracking agents quality scores and rating
them, aligning goodies for top performers, mentoring bottom performers
with quality improvement tips, motivating business team to achieve
Zero Defect target
Quality Improvement
. Project Management - Supporting Business Team to generate new
ideas/opportunities through various drive, validating ideas and
converting into projects while aligning to right approach and
category, Responsible to create Projects Pipeline to achieve
Transformation Saving Target ($150K) each financial year
. Quality Project Consultant - Coaching and mentoring operations team on
DMAIC methodology, data analysis and SCP tools & techniques, mentoring
projects on each stage (initiation, delivery, completion and saving
realization)
. Project Meetings - Executing projects review meetings with Business
Team and highlighting challenges exists in meeting Transformation
Saving Target, sharing the updates/ progress made into projects
transformation journey
. Quality Trainings - Coordinating various with dept. and scheduling
quality trainings, conducting Lean Six Sigma Yellow Belt, Green Belt
and Certification Transaction Monitoring trainings
. Knowledge Management - Implementing Best Practices in Business Team.
Conducting knowledge awareness session, spreading quality awareness
through Quality Quiz, Treasure emails. Supporting Business Team to
prepare Case Studies, BVA, POV, Presentations, Data analysis and
sharing with client
Key roles/responsibilities:
. Streamline and standardize existing process and work closely with
Business/Operations team with zero escalations
. Review current practices and identify weak areas in which quality
could be improved, convert into projects
. Drive process stabilization and optimization in a multiple ERP system,
deploy automation, poke yoke tools
. Establish and maintain the documents for the QMS - Quality Manual
(SQP), Policy, Procedures, Work Instructions, Audit Result,
Configuration Management, Deployment of Quality Trilogy (QC, QA, QI)
. Support and facilitate the design and implementation of business
process transformation strategy
. Monitor and execute customer satisfaction and improvement plan
. Develop working relationship with key process owners
. Motivate operational leads and business team to strive for excellence
. Act as internal Lean & Six Sigma consultant in the engagement
. Support the operational leads in change management
. Support new professionals in Lean & Six Sigma quality training and
knowledge management
Past Work experience in Operations at Infosys BPO:-
INFOSYS BPO Ltd.
Team Supervisor/Process Specialist (Team Lead-Operations)
(Mar 2007-January 2011)
. Worked as an Acting Team Lead in Operations, Lead and mentored 10
members team
. Was leading a Semi-Voice process dealing with Ad Booking business in
The New York Times Newspaper
. Was taking client calls and providing resolution to all client
escalations/queries. Building client relationship
. Monitoring calls and providing constructive feedback to agents/quality
auditors
. Was majorly responsible for People Management, Staffing Management,
Resource Management, Performance Management, Customer Orientation,
Customer Satisfaction, Team Satisfaction etc.
. Was conducting one-on-one discussion, monthly performance review, skip
meeting, daily team meeting, appraiser discussion, career planning and
skills verification, preparing Score Cards
. Was responsible to mentor the team on adherence to shift roster,
attendance, leave planner, break tracker
. Motivated team members to drive process improvement ideas and projects
striving for process excellence
. Worked as Subject Matter Expertise, Domain Trainer, Quality Auditor,
Team Consular, Team Supervisor and maintained zero escalations from
internal/external stakeholders
. Had been responsible for various business deliverables such as SLA
Adherence, Calibration Audit, COPC Table- F, Internal/External
Governance Report, Configuration Management, Top Sheet, Weekly and
Monthly Dashboard, Client Escalations Management, Client calls etc.
. Joined Infosys BPO Ltd. On 12th March 2007 as a Process Executive,
aligned with one of the world's leading newspapers "The New York
Times"
Achievements/ Accomplishments:-
. Trained on Quality Management System and Configuration Management in
June 2013
. Mentored engagement to meet Transformation Saving Target ($150K)
continuously for last two financial years
. Mentored engagement in Internal & External Quality Certification
Audits and achieved highest score (Level 2 in Independent Audit) for
consecutive two years
. Mentored Operations Team to reduce engagement buffer percent from 35%
to 15%, given 7 billable FTE's saving (derived $45K saving, converted
into Black Belt project)
. Automated email process in the engagement and improved the Efficiency
of Email Processing from 30% to 72%, as a result 2 billable FTE's
process added (converted into Green Belt project)
. Automated manual steps in creative testing audit process in SOS
Application and optimized the digital advertisement business/process,
saved 1.5 FTE effort (derived $15K saving, converted into Green Belt
Project)
. Created Work Flow Tool for 12 various campaign reports in digital
advertisement process and improved the efficiency from 42% to 83%
(derived $25K saving, converted into Green Belt project)
. Deployed automation in FP&A process, automated 5 major reports,
improved the efficiency from 25% to 78% and saved 0.5 billable FTE
effort and won client confidence to sustain the business
. Released disputed amount ($500K) from Print Advertisement billing
process and reduced the post billing adjustment percent from 1.8% to
0.7% (converted into Green Belt project)
. Helped client to reduce the no. of errors in auto renewal batch
process (credit card payment process) from 255 per month to 25 per
month (derived 13K saving, converted into Yellow Belt project)
. Mentored Operational Leads to improve Customer Satisfaction Score from
3.02 to 4.37 (Out of 1to 5scale)
. Prepared the Process Map for the engagement, highlighted the
opportunities to take more business from client and add more billable
resources. Initiated discussion with internal/external stack holders,
created business case/ case studies to take the discussion further
. Reduced no. of customer complaints/escalations from 28 per month to 2
per month (only external errors trend)
. Coached and mentored more than 30 quality projects on Lean & Six Sigma
methodology and derived ($200K) saving in past 1.5 years
. Facilitated Lean Six Sigma Yellow Belt and Green Belt Quality
Trainings and trained more than 130 professionals in last 1 year with
99% success rate
. Maintained highest score (>4.5 out of 1 to 5 scale) in Six Sigma YB/GB
quality training feedback rating
. Received 6 Extra Miler Award for outstanding performance in Operations
as well as in Quality Function, as detailed below -
o Received Spot Award for providing timely feedback and
implementing action plan to avoid errors in COF Process in 2009
o Received Certificate of Appreciation from Infosys BPO to provide
extraordinary support in ensuring business continuity and client
delight during crisis situation in 2009
o Received Certificate of Appreciation for presenting Business
Value Articulation Case Study to client on "Releasing $500K from
Ad AR" in COF process in 2009-10
o Received Certificate of Appreciation for putting extra effort in
production as well as detailing and making effective feedback
process to reduce the errors in 2010
o Received i-Star Award for a stellar performance and critical
contribution in achieving organizational goals in 2010-11
o Received Certificate of Appreciation from Infosys BPO Quality
Head for presenting and sharing Best Practice on "Automation of
Calibration Process" in 2012
Educational Qualification:-
. Graduation : Bachelor of Science (B.Sc.) from Rajasthan University,
Jaipur in 2006
. Office Automation (Basic) in Computer. Expertise on Advanced MS Excel,
Macro, MS Word, Power Point Presentation, MS Outlook
. Spoken English and personality development training from ACE Institute
and Outreach Education Institute Jaipur
Personal details:-
Father's Name : Mr. Ramchandra Sah
Date of Birth : 21-October, 1986
Sex : Male
Marital Status : Unmarried
Language Known : English, Hindi
Hobbies : Chess, Net Surfing
Place -
Date
(Raj Kumar)
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