Ayan Kumar Bhattacherjee
New Barrackpore
Summary
Result-driven Quality & Process Excellence Manager with 17 years of experience, including 6+ years specializing in operational excellence, strategic quality transformation, and customer satisfaction across Insurance and Telecom domains. Skilled in applying Lean Six Sigma methodologies to streamline complex workflows, minimize operational leakages, enhance compliance, and strengthen process governance. Proven track record in leading cross-functional transformation initiatives leveraging RPA, Agentic AI, GenAI, and AI-ML solutions. Adept at using data-driven insights through Minitab and MS Office to align process improvements with business KPIs. A proactive change leader with strong stakeholder management and team development capabilities, committed to delivering sustainable value through continuous improvement and innovation.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Account Quality Manager – Insurance Domain
Wipro LTD
07.2025 - Current
- Led the successful transition of Quality operations from onshore to offshore
- Have set up the Quality Framework for the entire program
- Work closely with clients and operations leadership to identify improvement opportunities and drive them to closure
- Ensure all process metrics are met and maintain strict adherence to quality frameworks like ISO, CMMI.
- Assisted in creating Process Maps using Visio and implemented software solutioning to streamline SOP development and documentation.
Team Manager – Quality & PEX - BFSI Domain
Cognizant Technologies Services
kolkata
01.2022 - 07.2025
- Drove Six Sigma, Lean, and Kaizen projects across large engagements to improve efficiency and effectiveness
- Focused on continuous improvement and effective project delivery.
- Managing Transactional quality for BFSI Client, setting up Quality framework for new Insurance transitions
- taking care of transformation initiatives end-to-end, driving process improvements, identifying opportunities for optimization, and collaborating with cross-functional teams to ensure smooth and sustainable change across the program.
- Appreciated for driving Audit requirements with zero Non compliance
- Closed multiple projects and surpassed yearly targets
Assistant Manager – Quality & Process Excellence
Tata Consultancy Services
Kolkata
05.2015 - 01.2022
- Drove continuous improvement initiatives using Lean and Six Sigma concepts to enhance process efficiency and accuracy.
- Tracked and analyzed process performance metrics to identify gaps, improve SLA adherence, and strengthen delivery outcomes.
- Led Quality and Process Excellence activities, implementing standardized frameworks, audits, and governance models.
- Facilitated root cause analysis (RCA) and corrective/preventive action (CAPA) plans to eliminate recurring issues.
- Designed and maintained process documentation, SOPs, workflows, and best-practice guidelines to ensure process consistency.
- Partnered with cross-functional teams to identify automation, simplification, and digitization opportunities.
- Streamlined reporting mechanisms and dashboards to improve transparency and data-driven decision-making.
Senior Associate- Process Excellence Facilitator
Tata Consultancy Services
kolkata
08.2010 - 01.2015
- Shared audit insights, quality scores, and trend analysis with customers to drive transparency and strengthen process alignment.
- Facilitated calibration sessions and feedback/rebuttal discussions, ensuring uniform quality standards and continuous performance improvement.
- Led RCA and causal analysis workshops, identifying systemic issues and driving structured improvement initiatives to eliminate defects.
- Conducted Idea Generation (Idea Max) sessions, evaluated feasibility, and delivered identified improvement projects to successful closure.
- Ensured SLA and TAT adherence through proactive monitoring, process controls, and deployment of quality tools such as FMEA and Control Charts.
- Mentored and upskilled team members on quality frameworks, analytics, and continuous improvement methodologies.
- Recognized internally for successfully driving the "Repetitive Offender" reduction initiative resulting in significant performance improvement.
- Achieved one of the highest DPO scores, maintaining operational accuracy at 99.21% through strong governance and process discipline.
- Completed and implemented a Six Sigma project, demonstrating measurable process enhancement and earning certification.
- Delivered annual targets for innovation and improvement projects under Idea Max, contributing to long-term transformation goals.
Quality Analyst
Vishnu Solutions PVT LTD
04.2007 - 08.2010
- Editing of sound files through cool edit Pro, barging calls
- Monitoring quality scores, sharing call records with Customers
- Preparing Customer reports, sharing Data for weekly, monthly and quarterly review
- Applying DNC wash for call leads to ensure zero client escalations
- Dialed for US Based Customers & Australian Customers
- Promoted to Quality unit for best performance
- Received Yearly award for meeting SPD target month on month
Education
B.COM - Accounts Hons
Calcutta University
I.S.C -
Gulmohur High School
JamshedpurI.S.C.E -
Vig English School
JamshedpurSkills
- Six Sigma methodology
- Lean Six Sigma Expertise
- Statistical Analysis
- Sampling Methodology
- Microsoft Office
- Minitab statistical analysis
- Project Management using Agile & Scrum framework
- Cross-Function collaboration
- Effective Presentation
- Change Management
- Coaching GBs
- Business Process Optimization
- Visio
Certification
- Lean Six Sigma Black Belt Certified
- Six Sigma Green Belt Certified
- Internal Auditor Certified by TCS
- SNOW Certified
- Metamorph: Certificate in Telecom domain
- ITIS trained
Accomplishments
• Process Transformation Champion Recognized for driving end-to-end process redesign that reduced rework, improved accuracy, and strengthened operational governance for a key global account.
• Automation & Digitization Impact Award
Acknowledged for identifying and implementing automation opportunities (RPA/AI-led) that reduced manual effort and accelerated processing efficiency.
• Quality Excellence Recognition
Awarded for consistently delivering industry-leading quality scores and establishing a robust framework for monitoring, reporting, and continuous improvement.
• Innovation & Idea Leadership Award
Honored for contributing high-impact ideas that were successfully implemented under the organization’s innovation program, resulting in measurable business benefits.
• Strategic Stakeholder Partnership Award
Recognized for building strong customer relationships, aligning transformation solutions with client priorities, and improving overall engagement satisfaction.
• Team Leadership & Capability Building Recognition
Awarded for mentoring teams on Lean, Six Sigma, and quality tools, enabling stronger analytical capability and improved delivery outcomes.
• Transition & Stabilization Excellence
Recognized for leading seamless process transitions, setting up quality controls, and stabilizing new operations within defined timelines.
• Automation & Digitization Impact Award
Acknowledged for identifying and implementing automation opportunities (RPA/AI-led) that reduced manual effort and accelerated processing efficiency.
• Quality Excellence Recognition
Awarded for consistently delivering industry-leading quality scores and establishing a robust framework for monitoring, reporting, and continuous improvement.
• Innovation & Idea Leadership Award
Honored for contributing high-impact ideas that were successfully implemented under the organization’s innovation program, resulting in measurable business benefits.
• Strategic Stakeholder Partnership Award
Recognized for building strong customer relationships, aligning transformation solutions with client priorities, and improving overall engagement satisfaction.
• Team Leadership & Capability Building Recognition
Awarded for mentoring teams on Lean, Six Sigma, and quality tools, enabling stronger analytical capability and improved delivery outcomes.
• Transition & Stabilization Excellence
Recognized for leading seamless process transitions, setting up quality controls, and stabilizing new operations within defined timelines.
Languages
Read, Write & Speak, Read, Write & Speak, Speak
Personal Information
Passport: Available
Timeline
Account Quality Manager – Insurance Domain
Wipro LTD
07.2025 - Current
Team Manager – Quality & PEX - BFSI Domain
Cognizant Technologies Services
01.2022 - 07.2025
Assistant Manager – Quality & Process Excellence
Tata Consultancy Services
05.2015 - 01.2022
Senior Associate- Process Excellence Facilitator
Tata Consultancy Services
08.2010 - 01.2015
Quality Analyst
Vishnu Solutions PVT LTD
04.2007 - 08.2010
B.COM - Accounts Hons
Calcutta University
I.S.C -
Gulmohur High School
I.S.C.E -
Vig English School