Anil Aherkar
Quality Manager(QMS & TQM)
Andheri West
Summary
Results-driven professional with extensive experience in quality management, process improvement, and team leadership. Expert in defining scrub file frameworks to pinpoint root causes and implement strategic improvements. Recognized for solution-oriented mindset, analytical thinking, and successful application of Lean Six Sigma methodologies to optimize operational efficiency.
Overview
17
17
years of professional experience
6
6
Certifications
3
3
Languages
Work History
Manager
Connectwise
09.2021 - Current
Led and managed the entire Quality team, including QA, QL, and AM, ensuring performance, development, and alignment with business goals.
Collaborated closely with Operations to drive quality initiatives and improve process efficiency.
Implemented and sustained Total Quality Management (TQM) and Quality Management Systems (QMS) across all functions.
Championed Operational Excellence and Continuous Improvement through Lean/Six Sigma methodologies.
Designed and monitored KPIs and performance metrics to track quality performance and support decision-making.
Mentored and deployed CI projects, ensuring structured execution and measurable outcomes.
Led root cause analysis and problem-solving to address quality issues and prevent recurrence.
Spearheaded process design and optimization to enhance product/service quality and reduce waste.
Applied strong analytical thinking to generate actionable insights and support
strategic goals.
Senior Quality Team Leader
Continuum (currently Connectiwise)
05.2018 - 09.2021
Managed and monitored performance of Quality Leads (QLs) and Quality Analysts (QAs) to ensure adherence to quality standards and KPIs.
Collaborated with Operations to align quality goals with business objectives and improve customer outcomes.
Supported implementation of process improvements and best practices using Lean/Six Sigma principles.
Conducted root cause analysis for recurring issues and implemented corrective actions.
Assisted in metric tracking and generation of performance insights to drive decision-making.
Promoted a culture of continuous improvement within the quality team.
Quality Team Leader
Continuum (currently Connectiwise)
03.2014 - 05.2018
Junior Team Leader - Operations
Zenith infotech (currently Connectiwise)
12.2010 - 03.2014
Managed day-to-day operations to ensure smooth execution of business activities.
Oversaw roster management, including shift planning and resource allocation.
Monitored SLA adherence and conducted queue management for timely task resolution.
Handled team performance, including coaching, mentoring, and conflict resolution.
Collaborated with cross-functional teams to address operational roadblocks.
Data Entry Operator
Zenith infotech (currently Connectiwise)
10.2008 - 12.2010
Education
Bachelor of Commerce (B.Com) - undefined
Vinayaka Missions University
Salem, Tamil NaduSkills
Ms Office Suite
Core Competencies
Quality & Process Excellence
- Total Quality Management (TQM) & Quality Management Systems (QMS)
- Process Design, Standardization & Excellence
- Lean / Six Sigma Project Deployment & Mentoring
- Operational Excellence & Continuous Improvement
Problem-Solving & Analytics
- Root Cause Analysis (RCA) & Structured Problem Solving
- Analytical Thinking & Data-Driven Insight Generation
- Critical Thinking & Decision Making
Business & Stakeholder Leadership
- Customer Centricity & Business Acumen
- Vision, Strategy & Execution Alignment
- Cross-Functional Collaboration & Stakeholder Management
People & Project Leadership
- Team Leadership, Coaching & Mentoring
- Conflict Resolution & People Management
- Project Management
- Metric & KPI Management
Key Accomplishments
15 Self-heal solutions at the tool level
10 Standard Repetitive task automation via script coding
Generative AI Sentiment Analysis deployment for Customer VOC
8 Bug fixes, 7 New feature addition, 5 Existing feature enhancements
Major Incident Management Process, Change Management Process, Problem Management Process
Successfully completed 7 Six Sigma projects
Quote Creation TAT Improvement, from 7 Days to 3 days, Year 2025
Chat FTR Improvement, Improvement from 55% to 64% CSAT, 2025
SOC Ticket Age Reduction, Improvement from 8 Days to 3 Days, 2025
AM CSAT Improvement, Improvement from 50% to 65% CSAT, 2025
AM Response SLO Improvement, Improvement from 60% to 85%, 2024
SOC Response SLA Improvement, Improved from 70% to 90%, 2024
Customer Churn Reduction, Reduction of DT Churn from 20% to 5%, 2022
NOC Ticket Age Reduction, Reduction from 5 Days to 1 Day, 2021
NOC Chat Resolution Improvement, Improvement from 65% to 80%, 2020
Certification
Certified Strategic Thinking Leader, Middle EarthHr, 2024-10-01
Timeline
Manager
Connectwise
09.2021 - Current
Senior Quality Team Leader
Continuum (currently Connectiwise)
05.2018 - 09.2021
Quality Team Leader
Continuum (currently Connectiwise)
03.2014 - 05.2018
Junior Team Leader - Operations
Zenith infotech (currently Connectiwise)
12.2010 - 03.2014
Data Entry Operator
Zenith infotech (currently Connectiwise)
10.2008 - 12.2010
Bachelor of Commerce (B.Com) - undefined
Vinayaka Missions University
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