Bhuvnesh Singh
Delhi
Summary
Dynamic Senior Quality & Training Manager with a proven record at Concentrix India, specializing in AI-powered quality frameworks and cross-functional collaboration. Expert in process optimization, data analytics, and compliance management, driving measurable gains in service delivery and customer satisfaction. Recognized for leadership, productivity, and strategic problem-solving in fast-paced environments. Passionate about team development and continuous improvement, with a talent for designing scalable training solutions and enhancing operational excellence.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Quality Manager
Concentrix India
Gurgaon
01.2023 - Current
- Lead cross-functional teams, managing over 1000 FTEs across multiple locations and ensuring global standardization.
- Innovate AI-driven quality frameworks, enhancing service delivery and compliance.
- Develop and implement strategies to improve quality, minimize defects, and boost customer satisfaction.
- Conduct root cause analyses and enforce corrective measures, enhancing process efficiency.
- Establish and maintain quality standards, aligning with industry and internal regulations.
- Analyze quality metrics to provide strategic insights for performance improvement.
- Manage supplier quality through strategic audits, ensuring compliance with standards.
- Drive process improvements using Lean and Six Sigma methodologies.
Group Manager Quality
WNS Global Services
Gurgaon
06.2022 - 12.2022
- Lead enterprise-wide digitization and strategic projects.
- Drive initiatives like Client VOC and Automation.
- Launch performance programs and lead continuous improvement.
- Execute high-impact projects with stakeholders.
- Use data to reduce risks and enhance productivity.
- Apply Lean and Six Sigma for process improvement.
- Mentor teams in Lean Six Sigma methodologies.
- Monitor project outcomes to ensure success.
- Align stakeholders on shared vision.
- Develop strategic transformation roadmaps.
- Implement top-tier operating models.
- Cultivate Lean Six Sigma culture.
Manager Quality
Concentrix India
Gurgaon
11.2020 - 05.2022
- Lead a team of 5 Quality Team Leaders and 50 QAs, coordinating globally to drive standardization.
- Implemented and established a Trust & Safety Labeling Project for 300 staff across Hyderabad and Gurgaon for a premium client in 2021.
- Earned client accolades for the successful transition of the Labeling Project.
- Oversee internal and external quality performance for 750 agents.
- Manage attrition and conduct employee engagement activities.
- Handle operational reporting to clients, including MBR and QBR, as per governance agreements.
- Launch and implement performance excellence programs, leading multidisciplinary teams for continuous improvement.
- Enhance quality management frameworks to drive quality delivery and continuous improvement.
- Conduct FMEA analysis to address process vulnerabilities and deploy solutions.
- Successfully completed internal and external quality audits.
Deputy Quality Manager
Concentrix India
Gurgaon
01.2019 - 10.2020
- Spearheaded the setup of Quality & Training Frameworks across ASEAN (Malaysia, Vietnam, Indonesia, Thailand) in 2017.
- Relocated to Bangkok for 6 months to establish multiple projects as part of the Operational Excellence team.
- Implemented the COPC Quality & Training BPMS Framework in all four ASEAN locations.
- Developed and delivered WBR, MBR, and QBR presentations, participating actively in client and internal calls.
- Coordinated with various CNX teams to enhance performance and compliance.
- Facilitated readiness for external COPC audits through mock audits.
- Customized FMEAs to identify and mitigate business risks.
- Published weekly Quality & Training reports for all locations.
- Recognized the need for automation and gamification, implementing tools to boost efficiency and effectiveness, enhancing performance management in collaboration with Process & Central Teams.
Assistant Quality Manager
Concentrix India
Gurgaon
03.2016 - 12.2019
Quality Team Leader
Hcl Bserv
Noida
03.2015 - 02.2016
Quality Analyst
Hcl Bserv
Noida
02.2013 - 02.2015
Technical Support Officer
Hcl Bserv
Noida
11.2010 - 01.2013
Administrative Assistant
Amar Jyoti Institute Of Physiotherapy
Delhi
11.2009 - 10.2010
Customer Care Executive
Next Gen Publishing Ltd
Delhi
08.2005 - 08.2006
Education
Bachelor of Arts - Language Arts Education
Delhi University SOL
DelhiSkills
- Artificial intelligence and machine learning
- Cross-functional collaboration
- Quality management
- Digital transformation strategy
- Data analytics
- Process optimization
- Project management
- Trust and safety
- Content moderation
- Labeling transition
Certification
- Lean Six Sigma Green & Black Belt Certified
- Two Green Belt Projects
Accomplishments
- AI tools implementation.
- Selected to set up Quality & Training Framework in ASEAN (Malaysia, Thailand, Vietnam & Thailand) accounts in 2017.
- Successfully implemented Quality & Training COPC BPMS in all 4 locations.
- Relocated to Thailand for 6 months as part of Operational Excellence team to set up multiple projects.
- Successfully set up Trust & Safety - Labeling Project of 300 HC at two locations (Hyderabad & Gurgaon) for a Premium Content Management Client in 2021.
- Received multiple client appreciations on a successful transition of the Trust & Safety - Labeling Project.
Timeline
Senior Quality Manager
Concentrix India
01.2023 - Current
Group Manager Quality
WNS Global Services
06.2022 - 12.2022
Manager Quality
Concentrix India
11.2020 - 05.2022
Deputy Quality Manager
Concentrix India
01.2019 - 10.2020
Assistant Quality Manager
Concentrix India
03.2016 - 12.2019
Quality Team Leader
Hcl Bserv
03.2015 - 02.2016
Quality Analyst
Hcl Bserv
02.2013 - 02.2015
Technical Support Officer
Hcl Bserv
11.2010 - 01.2013
Administrative Assistant
Amar Jyoti Institute Of Physiotherapy
11.2009 - 10.2010
Customer Care Executive
Next Gen Publishing Ltd
08.2005 - 08.2006
Bachelor of Arts - Language Arts Education
Delhi University SOL
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