Babita Kumari
Process Excellence & Quality Manager
Bangalore
Summary
Seasoned Quality & Operations Excellence Manager with 10+ years of experience across quality assurance and operations management. Proven track record in designing and scaling quality and training frameworks, streamlining audit and learning processes, and driving measurable improvements in customer satisfaction and operational efficiency. A strong leader in escalation management, recognized for resolving high-impact issues while maintaining regulatory compliance and service continuity. Highly effective in leading cross-functional teams, embedding a culture of continuous improvement, and aligning quality initiatives with business and industry standards. Committed to leveraging data-driven insights and operational expertise to enhance organizational performance and deliver sustained excellence.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Process Excellence & Quality Manager
ACKO General Insurance
04.2024 - Current
- Led end-to-end quality and process excellence initiatives, aligning operations with business objectives, and driving continuous improvement.
- Scaled AI-led automation and digital transformation, improving quality outcomes, operational efficiency, and workforce productivity.
- Built and led high-performing quality teams (15+ QAs), embedding KPI/KRA governance, accountability, and a culture of excellence.
- Partnered with sales leadership to deliver conversion optimization programs, directly impacting revenue growth, CSAT, and NPS.
- Drove metric-led operational governance using analytics, root cause analysis, and corrective/preventive frameworks across functions.
- Established escalation governance and risk controls, significantly reducing resolution timelines, and strengthening customer trust.
- Influenced cross-functional leaders (Product, Tech, Sales, Compliance) to reduce escalations, elevate support quality, and scale operations.
- Ensured regulatory compliance and audit readiness, while building capability through SOPs, training frameworks, and leadership development.
- Delivered cost and productivity optimization through process re-engineering, automation, and strategic resource planning.
- Identified growth opportunities through market insights, enabling expansion into high-value, profitable business segments.
Quality Assurance Assistant Manager
ACKO General Insurance
10.2021 - 04.2024
- Optimized quality processes to achieve a 20% reduction in error rates, enhancing reliability and operational efficiency.
- Performance Management: Conducted root-cause analyses on quality lapses, leading to improvements in audit compliance.
- Stakeholder Engagement: Acted as a bridge between QA, operations, and training teams to address bottlenecks and improve SLAs.
- Conducted regular performance reviews for employees to identify areas for improvement.
- Project Leadership: Contributed to projects by refining scripts and customer interaction protocols.
- Possess extensive end-to-end insurance domain experience across Motor, Health, Life, Corporate Health, and Travel Insurance products.
- Hands-on exposure across the entire customer lifecycle, including Pre-Sales, Sales support, and Post-Sales Customer Service operations.
- Strong understanding of insurance processes, policy issuance, endorsements, renewals, claims support, and customer servicing workflows.
- Leveraged deep product and process knowledge to design quality frameworks, training modules, and escalation management strategies.
- Enabled consistent service delivery and compliance across diverse insurance products through standardized SOPs and quality governance.
Unit Head Quality Analyst
No Broker
08.2020 - 10.2021
- Analyze customer data to determine eligibility for refunds according to company policies and procedures.
- Conducted root cause analysis on recurring issues, identifying areas for improvement and implementing necessary changes.
- Conducted detailed research on customer complaints, and determined appropriate solutions.
- Developed effective processes for capturing, organizing, maintaining, and sharing knowledge assets.
- Assisted in creating a centralized database for tracking grievances across multiple departments, streamlining information access for improved efficiency.
- Cross-trained existing employees to maximize team agility and performance.
- Implemented fraud detection measures, minimizing financial losses due to fraudulent transactions.
- Designed and delivered structured training programs for Quality Analysts, strengthening capability in industry best practices, and driving consistent quality outcomes.
Senior Quality Analyst
Digit General Insurance
08.2018 - 08.2020
- Supported day-to-day operational excellence, collaborating cross-functionally to ensure smooth, efficient team performance.
- Established a Quality Specialist function, restructuring IVR workflows to improve call routing, efficiency, and customer experience.
- Designed and implemented end-to-end quality auditing and training frameworks for the specialist team, ensuring consistent standards and performance.
- Conducted deep-dive operational reviews to identify gaps, and deploy targeted improvement initiatives.
- Monitored inbound and outbound claims, and customer journey interactions, delivering structured coaching and actionable feedback to improve agent performance.
Senior Operations Executive
Big Basket
06.2015 - 08.2018
- Managed and validated customer address and KYC-related requests, ensuring accuracy, compliance, and operational efficiency.
- Handled operational communications and inbound/outbound customer interactions, maintaining high service quality and turnaround standards.
- Designed and implemented fraud prevention and detection strategies, strengthening controls, and minimizing future risk exposure.
- Resolved high-impact customer escalations with professionalism and urgency, preserving customer satisfaction and trust.
- Delivered product and call-handling training for new agents, enabling faster onboarding, and consistent service delivery.
Education
Bachelor of Commerce - Business Economics
GRD Degree College
Dehradun, Uttarakhand, India05-2015
Skills
Customer Service Excellence
Accomplishments
- Best Performance Award, Big Basket, 2015
- Best Performance Award, Big Basket, 2016
- Best Performance Award, Big Basket, 2017
- Best Team Award, Big Basket, Two Quarters
- Best Performer Award, Digit Insurance, 2019
- Best Performance Award, No Broker, 2020
- Best Performance Award, No Broker, January–April 2021
Profile Link
https://bold.pro/my/babita%2Dkumari%2D241118191405/285r
Timeline
Process Excellence & Quality Manager
ACKO General Insurance
04.2024 - Current
Quality Assurance Assistant Manager
ACKO General Insurance
10.2021 - 04.2024
Unit Head Quality Analyst
No Broker
08.2020 - 10.2021
Senior Quality Analyst
Digit General Insurance
08.2018 - 08.2020
Senior Operations Executive
Big Basket
06.2015 - 08.2018
Bachelor of Commerce - Business Economics
GRD Degree College