Deepanshu Pathak
Quality Management & Continuous Process Improvement Leader
New Delhi
Summary
Results-driven Quality Management professional with 17 years of experience in BPO and healthcare industries. Led continuous process improvement initiatives and ensured compliance with industry standards. Specialized in transactional quality, root cause analysis, and corrective actions to enhance efficiency and eliminate waste.
Overview
20
20
years of professional experience
Work History
Manager Quality
Teleperformance
12.2023 - Current
- Change Management: Led continuous improvement training and change management frameworks for new client releases, ensuring 100% process awareness and adherence among team members.
- Led continuous improvement training and change management frameworks for new client releases, achieving 100% process awareness and adherence among team members.
- Partnered with leadership to execute scalability strategies and business expansion plans, optimizing resource utilization and increasing team capacity by 15%.
Assistant Manager Quality
I Energizer
02.2022 - 12.2023
- Performance Mentorship: Managed and upskilled a team of 16 Quality Critics and Team Leaders, institutionalizing continuous feedback loops that drove the team to exceed business deliverables by 10%.
- Data-Driven Governance: Maintained and published daily/weekly/monthly quality dashboards, translating complex transactional data into actionable insights for stakeholder decision-making.
- Client Relationship Management: Championed weekly and monthly performance reviews with global clients, proactively addressing operational bottlenecks to improve client satisfaction scores by 15%.
Business Consultant / Independent Business Owner
QI Group
07.2018 - 02.2022
- Strategic Turnarounds: Identified systemic operational gaps and executed targeted corrective actions to optimize product/service delivery across global markets.
- Business Scaling: Designed and executed a comprehensive business vision and tactical marketing plans that resulted in a 30% increase in market share.
- Revenue Generation: Cultivated strategic partnerships and business development initiatives, generating INR 2 Crores in revenue over a two-year period.
Assistant Manager – Quality & Training
Concentrix Daksh India Pvt. Ltd. (erstwhile IBM GPS Pvt. Ltd.)
10.2006 - 07.2018
- Quality Enhancement: Directed and coached a team of 10 Quality Analysts, deploying targeted coaching models that boosted qualitative performance by 25%.
- Cost & Process Rationalization: Audited and restructured training and QA operational workflows, reducing redundancies to achieve a 15% reduction in training costs.
- Compliance & Accuracy: Oversaw strict procedural and financial quality standards, consistently achieving accuracy scores that exceeded targets by 10%.
Education
Bachelor of Commerce (B.Com) - undefined
Delhi University (DU)
New Delhi06-2006
Skills
Quality Frameworks: Continuous Process Improvement (CPI), Quality Assurance & Control, Compliance
Problem Solving & Analytics: Root Cause Analysis (RCA), CAPA, Data Analysis, Metrics Management
Process mapping
Team mentoring
Team leadership
Operations management
Strategic planning
Regulatory compliance
Awards & Recognition
Industry Award for Excellence in Quality Management, Recognition for Exceptional Performance in Quality Management
Timeline
Manager Quality
Teleperformance
12.2023 - Current
Assistant Manager Quality
I Energizer
02.2022 - 12.2023
Business Consultant / Independent Business Owner
QI Group
07.2018 - 02.2022
Assistant Manager – Quality & Training
Concentrix Daksh India Pvt. Ltd. (erstwhile IBM GPS Pvt. Ltd.)
10.2006 - 07.2018
Bachelor of Commerce (B.Com) - undefined
Delhi University (DU)