Anniet Vidhya W
Quality Manager
Summary
Customer-focused professional with successful 18-years career in BPM sector. Dynamic Quality Manager and Business Analyst with extensive experience in Quality Assurance, Business Intelligence (BI) Metrics, and Project Management.
Demonstrated success in leading audits, client engagements, and cross-functional teams to achieve continuous improvement and operational excellence. Adept at driving process optimization, stakeholder management, and delivering impactful reporting and analytics solutions.
Dedicated Business Management professional with a history of meeting company goals utilizing consistent and organized practices.
Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Proficient Team Manager delivering encouragement and feedback to help employees be successful. Dynamic successful applying People and Stakeholder Management in busy business environment.
Energetic professional with great poise. Well-trained in People Management.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Quality Manager – Service Delivery Quality
Infosys BPO Ltd
11.2019 - Current
- Spearheaded the development and deployment of Quality Assurance models, enhancing data and call monitoring processes
- Ensured adherence to Case Management guidelines and external regulatory standards, fostering a culture of compliance
- Cultivated strong relationships, leading a team of 20 auditors and 4 Team Leads to a high-performance standard
- Acted as the primary liaison for Engagement, Client, and CCAT audits, facilitating successful outcomes through strategic coordination with Operations
- Conducted monthly reviews with internal and external stakeholders, effectively communicating business performance and identifying potential risks.
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Conducted thorough audits to ensure adherence to industry standards and regulatory requirements, maintaining compliance consistently.
- Facilitated cross-functional team collaboration, ensuring seamless communication between departments regarding quality matters.
- Enhanced customer satisfaction by monitoring and addressing customer complaints promptly and efficiently.
Senior Associate Consultant (WCCS Project)
Infosys BPO Ltd
04.2015 - 11.2019
- Coordinated Case Management and Integration projects, significantly reducing dispute reverts by streamlining processes
- Achieved a 50% reduction in classroom training time for new team members through effective content delivery and training methods
- Recognized with a Rising Star award for delivering exceptional client-centric solutions.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Implemented change management initiatives with minimal disruption to daily operations or employee morale.
Associate Consultant – OMLSS Project
Infosys BPO Ltd
10.2012 - 03.2015
- Led the creation of Service Category Specific Reports in BI, enhancing client reporting and metrics analysis
- Managed schedule changes and communicated effectively with stakeholders, contributing to the program's success.
- Aligned closely with business owners and employees to gather information and gain operational insight.
- Generated reports detailing findings and recommendations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Optimized resource allocation within the team by implementing efficient work schedules.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Launched quality assurance practices for each phase of development
- Defined clear targets and objectives and communicated to other team members.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
Process Specialist – Operations Management
Infosys BPO Ltd
04.2009 - 10.2012
- Directed the Asset Recovery Management process for Cisco Partners, preventing unauthorized distribution and ensuring revenue savings.
- Managed multiple projects simultaneously under tight deadlines while maintaining a strong focus on quality outcomes.
- Prioritized initiatives to increase success rates of the project.
- Awarded the top performer for 2 consecutive Quarters
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
- Delivered prompt service to prioritize customer needs.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Enhanced customer satisfaction by resolving complex issues promptly and professionally.
Team Member
Infosys BPO Ltd
07.2006 - 04.2009
- Drove process reengineering efforts and knowledge management initiatives, achieving significant SLA compliance and operational efficiencies.
- Facilitated successful project outcomes through meticulous organization of resources while maintaining open lines of communication among stakeholders.
- Assisted in the onboarding of new team members by providing guidance, support, and training resources to ensure a smooth transition into the work environment.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Trained new team members by relaying information on company procedures and safety requirements.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Accounting And Business Management
Mount Carmel College
Bengaluru, IndiaSkills
Exceptional Business Communication and Presentation
Advanced Stakeholder Management and Influencing
Strategic Planning and Time Management
Effective Process Training and Onboarding
Proficient in Business Analysis and Project Management
Focused on Continuous Improvement
Skilled in Coaching and Mentoring
Strong Analytical and Problem-Solving
Leadership and Team Management
MS Office Suite (Excel, Access, Word, PowerPoint)
PEGA, Salesforcecom, ERP Systems
SAP BI 41, CQI, PEGA AWB, Thought Spot
Multitasking Abilities
Team Development
Active Listening
Schedule oversight
Certification
Six Sigma Green Belt
Personal Qualifications
B.Com, Mount Carmel College, Bangalore University
Accomplishments
- Supervised team of 30 staff members spread cross India & BRNO
- Achieved 14% reduction in disputes by completing Six Sigma Green Belt Certification.
- Earned the “Best Manager” Award in 2022] for creating an environment of Inclusion for employees with Disability .
- Realized a 9% reduction in C category agent instances in Operations through live floor audits.
Timeline
Six Sigma Green Belt
10-2023
Quality Manager – Service Delivery Quality
Infosys BPO Ltd
11.2019 - Current
Senior Associate Consultant (WCCS Project)
Infosys BPO Ltd
04.2015 - 11.2019
Associate Consultant – OMLSS Project
Infosys BPO Ltd
10.2012 - 03.2015
Process Specialist – Operations Management
Infosys BPO Ltd
04.2009 - 10.2012
Team Member
Infosys BPO Ltd
07.2006 - 04.2009
Accounting And Business Management
Mount Carmel College