Quality & Operations Excellence Leader (AI-Driven)

SOURABI MUKHERJEE KANWARIA

Quality & Operations Excellence AI-Enabled Quality Governance

Jaipur, India +91-971******* **********@*****.*** PROFESSIONAL SUMMARY

Quality and Process Excellence leader with 19+ years of experience across BPO, Travel, and Customer Operations. Proven expertise in Quality Governance, Compliance Management, Transaction Monitoring, and Process Transformation. Certified Lean Six Sigma Green Belt with a strong track record of building QA frameworks, stabilizing pilot processes, improving SLA compliance, and driving measurable quality improvements. Experienced in AI-assisted analytics, automation, and data-driven decision making to enhance operational performance. CORE SKILLS

• Quality Assurance & Transaction Monitoring

• Quality Governance & Compliance Management

• Lean Six Sigma & Continuous Improvement

• Root Cause Analysis (RCA) & Process Mapping

• Audit Readiness (COPC, FMEA)

• SLA / KPI Management & Reporting

• Process Improvement & Operational Excellence

• Team Leadership, Coaching & Stakeholder Management AI & Analytics

• AI Tools & ChatGPT

• AI-assisted Data Analysis

• Process Automation

• Python (AI-assisted)

• Microsoft Power BI

Tools & Platforms

• MS Excel Amadeus Sabre COPC FMEA

PROFESSIONAL EXPERIENCE

IGT Solutions Pvt. Ltd., Gurgaon

Assistant Manager – Quality 2023 – Present

• Lead Quality Evaluators and Team Leads across multiple processes to ensure SLA compliance and transactional quality.

• Designed and implemented QA frameworks, SOPs, scoring models, and reporting dashboards for new pilot processes.

• Improved compliance levels to 95%+ through audits, calibrations, and structured coaching interventions.

• Reduced error rates by 17% quarter-over-quarter using analytical reporting and targeted quality initiatives.

• Identified bottom-quartile agents and implemented coaching programs that increased their performance by 25%.

• Successfully launched and governed two pilot processes from scratch.

• Reduced pilot process error rate from 5.2% to 0.4% within one year through structured audits and quality interventions.

• Stabilized the second pilot process with a 97.2% QA score during launch and transition phases. Concentrix, Gurgaon

Assistant Manager – Quality 2022 – 2023

• Delivered 96% throughput for the newly launched Chime process, exceeding client KPIs by 21%.

• Managed email quality monitoring and ensured consistent SLA and KPI adherence.

• Strengthened internal audit readiness through process controls and compliance frameworks.

• Supported COPC and FMEA audits and coached QA teams to improve evaluation quality and graduation success rates.

IGT Solutions Pvt. Ltd., Gurgaon

Quality Lead Supervisor Jul 2020 – May 2022

• Managed a team of Quality Analysts and optimized call monitoring and documentation processes.

• Led quality improvement initiatives using Lean Six Sigma methodologies.

• Conducted weekly calibrations and performance reviews to ensure quality consistency. Quality Analyst Aug 2017 – May 2020

• Conducted end-to-end call and email quality audits to ensure adherence to SOPs and compliance standards.

• Improved customer satisfaction scores by 15% through structured feedback mechanisms.

• Contributed to training content updates based on agent performance analysis. Escalation Supervisor Dec 2016 – Jul 2017

• Managed high-priority customer escalations across pre-travel, in-travel, and post-travel phases.

• Coordinated with service desk teams to resolve critical customer issues. Process Associate Aug 2014 – Nov 2017

• Supported Expedia and Hotels.com processes.

• Used Amadeus and Sabre GDS platforms for bookings, cancellations, and itinerary changes. IBM Global Services, Gurgaon

Senior Customer Service Executive 2007 – 2012

• Provided voice, chat, and email support for Amazon.com.

• Supported quality monitoring and calibration activities for customer service teams. Applicom e-Services India Pvt. Ltd. 2004 – 2007 HR Executive

• Managed HR operations for 225+ employees, including recruitment, attendance management, and employee records. Team Leader

• Led a 25-member team and handled onboarding, coaching, MIS reporting, and escalation management. Customer Support Executive

• Worked on GE Countrywide personal loan process and Vodafone outbound welcome and billing calls.

• Received two quality awards for consistent performance. CERTIFICATIONS

Lean Six Sigma Green Belt – 2022

AI Tools & ChatGPT Workshop – be10x (2026)

Python Using AI – AI for Techies (2026)

AI Dashboards using Microsoft Power BI – 2024 Power BI Essential – 2025

EDUCATION

Bachelor of Arts (Sociology) – IGNOU, 2014

Diploma in Fashion Designing & Merchandise – SDPW, 2003 AWARDS & RECOGNITION

Performer of the Year – IGT (2017–18)

Champions of the Quarter – IGT (2018–19)

Unsung Hero & Beyond Call of Duty – Concentrix (2022)

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