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Overview
Work History
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Professional Achievements
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ANIL KARTHOL

ANIL KARTHOL

Quality Assurance | Compliance & Fraud Management | Process Improvement | Consulting
Gurgaon

Summary

A dynamic professional with over 18+ years of experience with rich exposure in Business Analysis, Quality Operations.

Presently associated with Concentrix as Group Leader – Training & Quality (CL7).

Self-driven (initiative & drive things to closure) and has excellent understanding of QA principles.

Good change management skills.

Proficiency in Data Management and detailed analysis using Excel, Power Point and Word.

Strategic thinker and strong analytical skills.

Excellent time management, planning, organization and prioritization skills.

Excellent relationship management skills with dexterity in mentoring and motivating employees.

Incorporate & establish TQ standards, setting up of Quality Assurance for new processes, being involved in extensive interaction with clients to understand and capture all requirements MIS and Dashboards with analysis on all the Quality aspects.

Training Need Identification (TNI) through Skill Mapping and Metrics Analysis.

Employee Development - Plan stepwise development planning process, Career Management, Develop Interpersonal Relationship of employees, coaching and mentoring techniques for Managers, Team Building activities etc. Inductions Training - Educate the New Employees on Culture, Policy and Procedures. Facilitate transition of agents from training to work environment, ensuring competency levels are sufficient.

Overview

18
18
years of professional experience
2004
2004
years of post-secondary education
3
3
Languages

Work History

Group Leader, Training & Quality (CL7)

Concentrix
07.2023 - Current
  • Accountable for overseeing and streamlining the performance and deliverables of the Quality & Compliance team for a leading international account across three locations — Gurgaon, Chandigarh, and Bangalore—ensuring seamless operational execution and optimal client satisfaction.
  • Managing a team of 50 members (1 Manager II, 1 Manager I, 3 DMs, 3 AMs, 42 QAs)
  • Developing and implementing Quality Management Systems (QMS): This includes setting up processes and procedures to meet industry standards and regulations.
  • Establishing and monitoring KPIs: Using key performance indicators to track quality metrics and identify areas for improvement.
  • Identifying and implementing improvement initiatives: Proactively seeking ways to enhance processes and quality.
  • Utilizing quality tools: Employing tools like FMEA, control charts, and other quality tools to monitor and improve process performance.
  • Analysing root causes: Conducting root cause analysis to identify the underlying causes of quality issues.
  • Automating processes: Identifying opportunities for automation and RPA to improve efficiency.
  • Conducting UAT/testing on newly introduced products or automation features from the client, identifying and reporting bugs, improvement opportunities, and recommendations for enhancing the product or feature.
  • Preparing reports: Monitoring the performance and efficiency of team members and ensuring compliance with quality standards.
  • Conducting internal audits: Assessing the effectiveness of the QMS and identifying areas for improvement.
  • Ensuring compliance: Staying up-to-date with regulatory requirements and ensuring that processes adhere to them.
  • Managing Internal/Client Audits: Ensuring a robust methodology for internal audits to prevent surprises during client or internal audits.
  • Maintaining clear communication: Ensuring clear communication within the team and with other stakeholders.
  • Leading and managing a team of Quality Analysts: This includes motivating, mentoring, and providing guidance to the team.
  • Identifying, analysing, and resolving quality issues: Using various methodologies and tools to address issues effectively.
  • Implementing corrective and preventive actions (CAPA): Developing and implementing solutions to address quality problems.
  • Collaborating with other teams: Working with operations, client teams, and other departments to ensure quality and compliance.
  • Providing guidance and support: Acting as a point of contact for the team and providing guidance on quality and compliance matters.

Quality Manager

TaskUs
09.2021 - 07.2023
  • Leading Quality/Compliance function for one of the international businesses at TaskUs - Indore.
  • Overall responsible for driving sustainable and continuous improvement ensuring high customer, investor & Stakeholders satisfaction and maintaining the overall Quality score for the site.
  • Managing a team of 60 members (3 AMs, 57 QAs)
  • Closely monitoring program metrics, provide insights and analysis, offer recommendations, and assisting to manage the implementation of service and process improvement programs and efforts.
  • Ensure 100% billing attainment with minimum Buffer in place through cross skilling/utilization.
  • Managing the Manpower basis billing and audit rate requirement by keeping attrition and shrinkage in place through effective weekly One on one, EWS, planning of leaves.
  • Ensuring that the program metrics and service level requirements for quality are met consistently.
  • Taking the lead in conducting quality audits, report on findings, and propose new systems and policies for continuous improvement.
  • Consultant to stakeholders, a mentor and guide to Teams.
  • Leverage analytical skills to create a metric-driven determination of our successes.
  • Setting up and driving COPC standards across Training & Quality functions.
  • Driving continuous improvement program across processes.
  • Analysis of utilization, efficiency, and available data for the process.
  • Reporting and Analysis of data using Quality Tools like Control Chart, Pareto, Box-Plot.
  • Undertake detailed process improvement studies and up skills the team members.
  • Drive culture of continuous improvement.
  • Provide end to end quality support, development of metrics and dashboards in line with customer requirements.
  • Ability to lead a team, coordinate with other locations and drive standardized practices.
  • Strengthen quality management processes/framework to improve quality delivery.
  • Accurately capture SLA/SLO Metrics, the reporting needs of each of the client and set up/customize processes to seamlessly meet client's expectation.
  • Ability to get out of the box ideas and Process Improvement Initiatives in the process.
  • Driving Process Control & Compliance in addition to managing Audit requirements.
  • Ensuring Knowledge consistency through means like calibrations, Quizzes, Data Scrubbing etc.
  • Strong interpersonal skills to manage client expectations/engagements effectively.
  • Excellent Transactional Quality Domain Knowledge.
  • Strong Process Knowledge and Compliance to Multiple Audit Postures.
  • Adoption of Global processes and practices, to standardization.

Manager II, Training & Quality (CL 8B)

Concentrix
09.2017 - 09.2021
  • Responsible to manage and facilitate the performance and deliverables of the Training, Quality & Compliance team to ensure effective and efficient operational delivery and client satisfaction.
  • Managed a team of 56 members for 1 account across 3 locations – Vadodara, Ranchi & Kolkata (1 Manager, 5 AMs, 35 QAs, 10 Compliance Analysts & 5 Trainers – Product/process and soft skills; managing ~800 FTEs during off peak which ramp up to 1400/1500 heads during the peak season).
  • Auditing calls for 'on the floor' associates to identify training needs.
  • Improve performance through, training, feedback and coaching.
  • Maintain and communicate quality and training related data.
  • Managing the team to achieve Training and Quality productivity goals and as per the contractual requirements.
  • Setting up and driving COPC standards across Training & Quality functions.
  • Facilitate and participate in client meetings and internal and client calibration sessions as required.
  • Managing the training calendar to meet business and client needs.
  • Providing effective personnel coaching and development to achieve and improve performance.
  • Facilitate and maintain internal and client reporting cadence for training and quality functions.
  • Driving and facilitating performance analysis, identify trends and make recommendations to drive ongoing performance improvements.
  • Responsible to ensure closed looping feedback process between Training and Quality teams.
  • Support management focus on review of key drivers, metrics and operational processes that drive balanced scorecard and account profitability goals.
  • Supporting transition and implementation of new projects, as required.
  • Team inspections as required to ensure we remain within compliance with requirements.
  • Develop and upgrade the process modules as per requirements on an ongoing basis.
  • Prepare Weekly Dashboards and deck on Team's performance for discussion in the MBRs/WBRs.
  • Facilitate transition of agents from training to work environment, ensuring competency levels are sufficient.
  • Conducting trainings for Operations, Training & Quality leads to educate them on current QA tools, processes and reporting suites which helps to bridge the coaching gap & enhance the performance.
  • Identifies and undertakes the development of talent pool for next level role.
  • Call Quality & Calibration of Team Leaders and Quality Specialists for Call Monitoring.
  • Reporting and Analysis of data like DSAT / CSAT analysis, AHT (Time and Motions study).
  • Driving improvement initiatives that positively impact Client satisfaction.
  • Solving business problems through innovative & sustainable solutions.
  • Conducting the operations interview for recruiting candidates for entry Level, QAs, Trainers Assistant Manager – Training and Quality for the process.
  • Identifying process gaps & automation opportunities.
  • Driving effective Change Management for a stable & consistent delivery.
  • Role model expected change in the process which spans between multiple tasks and job streams.
  • Focused on improving performance and hygiene factors through changes in operating system, management system, mindsets and behaviors.
  • Identify key issues and apply a structured problem-solving approach and Create Future state design for the identified issues.
  • Responsible to meet all agreed client performance parameters.
  • Managing client relationship by presenting weekly, monthly and quarterly business updates and maintaining healthy communication between operation and client teams.
  • Managing performance through regular reviews, action plans for outliers and leveraging process quality assurance team.
  • Identified knowledge management projects that add value to the relationship by improving agent and customer experience.
  • To identify areas of concern and under performance and take corrective measures.
  • To ensure quality reporting and work with the Operations Manager to build a highly effective measurement and reward systems based on data.
  • To periodically interact with the middle and senior management of client companies.
  • Reporting and Analysis of data using Quality Tools like Control Chart, Pareto, Box-Plot.
  • Identifying and training the bottom performers on different challenging issues through refresher trainings.
  • Developing Sampling Plans, Audit plans, Training Planner, training materials, delivery methods.
  • Facilitate and Assist Team Manager /Program Manager to conduct Leadership Training Workshops.
  • Conduct induction training on quality parameters for new hires.
  • Design overall framework of learning development for associates across Global locations.
  • Translate key business drivers to performance requirements and accordingly identify/design learning interventions that provide greater flexibility of learning options.
  • Setting up framework for measurement and analysis of learning impact on change in associate behavior and performance.
  • Ensures consistency in training content effectiveness by defining and operationalizing a content evaluation framework for programs.
  • Integrate continued education as part of overall associate development by defining and managing an education reimbursement policy for higher education programs and certifications.
  • Adoption of Global processes and practices, to standardization.
  • Innovate new ways of learning and help drive adoption of Tech infused learning solutions.
  • Ensure improved learner experience by standardizing all participant guides, program presentations, facilitator guides, and other collateral material for current Internal training programs.
  • Work with Global teams to integrate Enterprise learning resources.
  • Governance & performance reviews for areas driven by T&Q team.

Manager - Quality Assurance

Teleperformance
05.2012 - 09.2017
  • Managed a team of 43 members (4 AMQA, 37 QAs & 2 C&I Analysts) across 1 account (with 2 different LOBs) and help them to monitor calls/emails for 'on the floor' agents to identify training needs.
  • Improve performance through, training, feedback and coaching.
  • Maintain and communicate quality and training related data.
  • Prepare Weekly Dashboards and deck on Team's performance for discussion in the MBRs/WBRs.
  • Facilitate transition of agents from training to work environment, ensuring competency levels are sufficient.
  • Conducting trainings for Operations, Training & Quality leads to educate them on current QA tools, processes and reporting suites (CCMS) which helps to bridge the coaching gap & enhance the performance.
  • Identifies and undertakes the development of talent pool for next level role through JUMP career program.
  • Interacting and Calibrating with the Client twice a week.
  • Call Quality & Calibration of Team Leaders and Quality Specialists for Call Monitoring.
  • Reporting and Analysis of data like DSAT / CSAT analysis, AHT (Time and Motions study).
  • Driving improvement initiatives that positively impact Client satisfaction.
  • Identifying process gaps & automation opportunities.
  • Focused on improving performance and hygiene factors through changes in operating system, management system, mindsets and behaviors.
  • Identify key issues and apply a structured problem solving approach and Create Future state design for the identified issues.
  • Responsible to meet all agreed client performance parameters.
  • Managing client relationship by presenting weekly, monthly and quarterly business updates and maintaining healthy communication between operation and client teams.
  • To identify areas of concern and under performance and take corrective measures.
  • To ensure quality reporting and work with the Operations Manager to build a highly effective measurement and reward systems based on data.
  • To periodically interact with the middle and senior management of client companies.
  • Reporting and Analysis of data using Quality Tools like Control Charts, Pareto, Box-Plots.
  • Identifying and Training the bottom performers on different challenging issues through refresher trainings.
  • Developing Sampling Plans, Audit plans, Training Planner, training materials, delivery methods.

Team Leader-Quality

Zenith InfoTech LTD
10.2008 - 05.2012
  • Responsible for execution and adherence to all deliverables related to Service Levels.
  • Daily interaction with clients and Managers on various KRA's i.e.: Service Levels, Call Management, Handling capacity and Updates.
  • Managing a team of 6 Reporting Team Leaders & 4 QAs.
  • Positive role model for the team and leading them by examples.
  • Monthly review meets with Team leads & QA's for team performance & quality management.
  • Monthly Skip Level meets conducted with teams for better understanding of any issues or concerns faced by them to avoid attrition.
  • Work closely with clients and internal IT team to explore additional business opportunities, analyze business issues & develop solutions.
  • Preparing various monthly reports to analyze functioning and performance.
  • Scheduling and man-management as per process needs and requirements.
  • Core communication with various other departments like HR, Accounts and Admin for end-to-end functioning.
  • Conducting the operations interview for recruiting candidates for Level-1 techs for the process.
  • Identify Bottom Quartile and prepare plan for their improvement.
  • Organizing training/seminar/workshops for appropriate employees to maintain and update process knowledge and technology.
  • Active role in rewards and recognition in terms of performance and growth.

Quality Analyst (Central Audit Team)

Sutherland Global Services Pvt. Ltd.
06.2007 - 09.2008
  • Responsible for maintaining Hygiene on call and making sure that the customer's right to get support is served in cleanest possible way.
  • Monitoring Calls, Chat & Email. (Remote-access, Joint monitoring, side by side & recorded) and providing feedback as per the sample size.
  • Monitoring process performance through process dashboards (MIS) and metrics review.
  • Training & coaching representatives on product & process knowledge and giving feedback to the representatives in presence of their respective Team Leaders.
  • Coaching the new team members on the product, process & and quality.
  • Helping the team in increasing resolutions rate and lowering the AHT.
  • Facilitate transition of agents from training to work environment, ensuring competency levels are sufficient.
  • Identifying and training the bottom performers on different challenging issues.

Education

HSC -

Mumbai university

Skills

Communication and Interpersonal Skills

Analytical and Problem-Solving Abilities

Understanding of Compliance and Quality

Leadership and Team Management

Training / Certification

Six Sigma Green Belt, British Statistical Institute

Interests

Travelling
Driving
Exploring new places
Cooking
Gardening
Spending time with family & friends

Professional Achievements

  • 01/01/25, Honored with the prestigious 'Excellence in Leadership' award, celebrating outstanding leadership and impactful contributions.
  • Acknowledged for streamlining processes through automation and RPA to enhance efficiency. Conducted UAT/testing on new client-introduced products and automation features, identifying bugs, suggesting improvements, and recommending enhancements.
  • Recognition for Exceptional Service, awarded for outstanding dedication and resilience during challenging times while ensuring the safety and well-being of colleagues, family, and friends. Honored by senior leadership for inspiring others through unwavering commitment and a caring approach.
  • Recognized as a 'Torch Bearer of Concentrix Values' for Q4 2017, Q3 2018, and Q2 2019, highlighting a consistent commitment to excellence and organizational principles.
  • Setup (transitioned) QA Team for Zenith InfoTech & Teleperformance Indore: Setup QA team by placing right resources to manage service quality and compliance sections. Introduced Zenith InfoTech & Teleperformance global QA processes and further customized to meet client specific requirements.
  • Automation of QA Monitoring tool and Reports Suite: Conceptualized and worked with IT programming team to develop the web-based tool which provides real time QA reports on quality metrics performance. The reporting suite was further supported with the broad level analysis on each program's transactional quality metrics.

Career Path

  • Concentrix, Gurgaon, Group Leader, Training & Quality (CL7) Tenure: 11 July 23 - Ongoing
  • TaskUs, Indore, Quality Manager Tenure: 15 Sept 21 To 09 July 23
  • Concentrix, Vadodara, Manager II, Training & Quality (CL 8B) Tenure: 18 Sept 17 To 13 Sept 21
  • Teleperformance, Indore, Manager – Quality Assurance Tenure: 12 May12 To 16 Sept 17
  • Zenith InfoTech LTD, Mumbai, Team Leader-Quality Tenure: 08 Oct 08 To 09 May 12
  • Sutherland Global Services Pvt Ltd, Mumbai/Cochin, Executive-Central Audit Team Tenure: 19 Jun 07 To 09 Sept 08

Personal Information

  • Age: 40
  • Date of Birth: 08 Feb 85
  • Marital Status: Married

Timeline

Group Leader, Training & Quality (CL7)

Concentrix
07.2023 - Current

Quality Manager

TaskUs
09.2021 - 07.2023

Manager II, Training & Quality (CL 8B)

Concentrix
09.2017 - 09.2021

Manager - Quality Assurance

Teleperformance
05.2012 - 09.2017

Team Leader-Quality

Zenith InfoTech LTD
10.2008 - 05.2012

Quality Analyst (Central Audit Team)

Sutherland Global Services Pvt. Ltd.
06.2007 - 09.2008

HSC -

Mumbai university

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ANIL KARTHOLQuality Assurance | Compliance & Fraud Management | Process Improvement | Consulting