Quality & Operations Excellence Leader (Lean Six Sigma)
Resume:
SOURABI M. KANWARIA
QUALITY & OPERATIONS EXCELLENCE
+91-971******* Jaipur, India **********@*****.***
ABOUT ME
Strategic quality leader with over 10 years of experience driving performance improvements across BPO and travel domains. Proven track record in transaction quality management, process transformation, and team development. Certified Lean Six Sigma Green Belt with a deep focus on analytics, compliance, and stakeholder satisfaction.
PROFESSIONAL EXPERIENCE
IGT Solutions Pvt. Ltd., Gurgaon 2023-NOW
Assistant Manager – Quality
Leading a team of Quality Evaluators & TLs to improve transactional quality across multiple processes.
Introduced new QA tools and motivational initiatives, resulting in measurable compliance improvements.
Conducted regular dip checks and calibrations; ensured over 95% compliance.
Presented analytical reports to senior management, helping reduce error rates by 17% QoQ.
Identified bottom quartile agents and implemented coaching programs, increasing their performance by 25%.
CORE COMPETENCIES
Quality Assurance &
Transaction Monitoring
Lean Six Sigma (Green
Belt) Implementation
Team Leadership &
Coaching
SLA/KPI Governance &
Reporting
Cross-Functional
Collaboration
Process Mapping & RCA
MS Excel Amadeus Sabre
COPC FMEA PFCU
Concentrix, Gurgaon 2022-2023
Assistant Manager – Quality
Drove 96% throughput for a new process (Chime), surpassing client expectations by 21%.
Evaluated Email Quality and ensured consistent client KPI achievement.
Enhanced internal audit readiness through process controls and compliance frameworks.
Supported audits (COPC, FMEA) and coached QAs for better graduation rates.
IGT Solutions Pvt. Ltd., Gurgaon 2020-2022
Quality Lead Supervisor
Managed a team of Quality Analysts; optimized documentation and call monitoring processes.
Led quality improvement initiatives using Six Sigma tools. Conducted weekly performance reviews and agent calibrations, driving efficiency and standardization.
Lean Six Sigma Green Belt
2022
Lean Management +
Manufacturing (Six Sigma)
2022
EDUCATION &
CERTIFICATIONS
Bachelor of Arts (Sociology)
IGNOU, 2014
Diploma in Fashion
Designing & Merchandise
SDPW, 2003
Performer of the Year”
Award, IGT (2017–18) –
Rewarded with
company-sponsored
Singapore trip
“Champions of the
Quarter” – IGT (2018–19)
“Unsung Hero” & “Beyond
Call of Duty” Awards –
Concentrix (2022)
ACHIEVEMENT IGT Solutions Pvt. Ltd., Gurgaon 2017-2020 Quality Analyst
Conducted end-to-end call and email audits to ensure adherence to SOPs and quality benchmarks.
Designed feedback mechanisms that improved customer satisfaction scores by 15%.
Regularly contributed to training content updates based on real- time agent performance data.
Escalation Supervisor (Tier 2)
Managed critical escalations across pre-travel, in-travel, and post- travel phases.
Coordinated closely with service desk teams to resolve high- priority customer issues.
2016-2017
Process Associate (Travel Agent)
Delivered exceptional customer service on Expedia/Hotels.com processes.
Handled GDS platforms (Amadeus/Sabre) for booking, cancellations, and changes.
2014-2016
IBM Global Services, Gurgaon 2007-2012
Senior Customer Service Executive
Provided voice, chat, and email support for Amazon.com and monitored team calls for quality assurance.
Coordinated quality calibrations and shared daily team updates with TLs and QA teams.
Fine Arts
Performing Arts
INTEREST
Applicom e-Services India Pvt. Ltd. 2004 – 2007
Customer Support (Nov 2004 – Mar 2006)
Team Leader (Mar 2006 – Sep 2006)
HR Executive (Sep 2006 – Jul 2007)
Grew rapidly from Customer Care Executive Backup Team Leader HR Executive within three years, demonstrating strong performance, adaptability, and people management.
Led operations for a 25-member team, delivered high-quality results (twice awarded), strengthened onboarding, coaching, and customer experience.
Managed end-to-end HR functions for 225 employees, including recruitment, attendance, and administration, ensuring smooth workforce operations.
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