Gandge Shivraj
Hyderabad
Summary
Dynamic Deputy Manager at Digitide Solutions Limited with a proven track record in training development and quality assurance. Expert in driving process improvements and enhancing customer satisfaction through data analysis and effective communication. Successfully led teams to achieve operational excellence and fostered a culture of continuous improvement.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Deputy Manager – Training & Quality
Digitide Solutions Limited
10.2023 - Current
- Working as a Deputy Manager – Training & Quality since April 2025 for a Banking Process, overseeing training, quality assurance, and performance management.
- Managing a team of 2 Training & Quality Assistant Managers, 5 Trainers, and 5 Quality Analysts, ensuring alignment with business goals and quality standards.
- Overseeing new hire training, cross-training programs, and training content development to ensure effective knowledge transfer and skill enhancement.
- Monitored call and data quality to ensure adherence to process guidelines.
- Reviewing Training and Quality performance reports on a weekly and monthly basis to monitor trends, identify gaps, and implement corrective actions.
- Conducted daily and weekly governance reviews with T&Q AMs, Trainers, and QA teams to ensure smooth operations and maintain consistent quality delivery.
- Provided data-driven insights by analyzing operational metrics and performance reports to support informed decision-making.
- Leading process improvement initiatives to reduce defects, enhance service quality, and achieve RNP metrics as per business requirements.
Assistant Manager – Quality & Compliance
Vedantu Innovation Pvt Ltd.
09.2021 - 12.2022
- Led process improvement initiatives through CAPA (Corrective and Preventive Action) analysis to address performance gaps and enhance operational efficiency.
- Ensured adherence to quality standards and process guidelines to uphold compliance.
- Drove Customer Satisfaction (CSAT) improvement initiatives by analyzing feedback and implementing corrective measures.
- Identified and eliminated Non-Value-Added (NVA) activities to improve productivity and streamline workflows.
- Developed and maintained Standard Operating Procedures (SOPs) while enforcing strict adherence to process standards.
- Enhanced transaction quality and training effectiveness as SPOC across process.
- Monitored and managed training attrition, implementing strategies to improve trainee retention and training success rates.
- Prepared and presented weekly and monthly review decks and performance reports for management and stakeholders.
Senior Team Lead-Quality & Training
Conneqt Business Solutions Ltd
07.2017 - 09.2021
- Worked as Senior Team Lead-Quality & Training.
- Established and maintained in-house quality standards, ensuring high quality deliverables in alignment with SLAs.
- Collaborated with Operations and Training teams to enhance delivery of quality services to customers.
- Identified knowledge and process gaps and implemented corrective measures to enhance performance.
- Conducted regular calibrations with internal and external stakeholders to ensure process alignment and consistency.
- Analyzed performance trends from reports to identify insights for process improvements.
- Performed data analysis to drive corrective actions and enhance overall process efficiency.
- Addressed escalations from QEs and TLs with a focus on solutions and customer satisfaction.
- Conducted root cause analysis and developed action plans to address recurring issues.
- Successfully mentored employees, displaying assertiveness, goal orientation, and a commitment to achieving targets.
- Managed client relationships effectively, ensuring consistent service satisfaction.
Quality Analyst
HST Global Services
Hyderabad
12.2016 - 07.2017
- Conducted transaction audits to evaluate agent performance, ensuring adherence to process guidelines, quality standards, and compliance requirements.
- Provided constructive feedback and coaching to agents based on audit findings to improve service quality and reduce error rates.
- Conducted Root Cause Analysis (RCA) to identify underlying issues impacting quality and implemented corrective action plans.
- Performed Training Needs Identification (TNI) by analyzing quality scores and performance trends to recommend targeted training interventions.
- Facilitated team huddles to review audit observations, identify common errors, and reinforce best practices for continuous improvement.
- Coordinated with cross-functional teams to address and resolve critical operational issues impacting quality outcomes.
- Participated in quality calibration sessions with stakeholders to align on audit evaluation standards and ensure consistent, accurate assessments.
Quality Analyst
Digicall Teleservices Pvt Ltd
Hyderabad
03.2013 - 08.2016
- Facilitated calibration sessions to synchronize team performance with established quality expectations.
- Executed on-the-job audits and led certification processes for new employees to ensure readiness.
- Audited inbound and outbound calls to verify compliance with quality standards.
- Conducted briefing sessions to provide feedback.
- Audit reports & insights to Ops, TL's.
Business Development Executive
NuZen Herbal Pvt Ltd
Hyderabad
05.2010 - 03.2011
- Managed incoming customer calls, resolving inquiries to enhance customer satisfaction.
- Educated customers on product usage and benefits, fostering informed usage.
- Assisted walk-in customers and compiled feedback reports to inform service improvements.
Education
B. Com -
Dr B R Ambedkar Open University
HyderabadIntermediate -
Ushodaya Jr College
BodhanSecondary Education -
ZP High school
DongliSkills
- Training development
- Quality assurance
- Process improvement
- Compliance management
- Data analysis
- Team management
- Task delegation
- Staff training and development
- Sales strategies
- Customer satisfaction
- Problem solving
- Decision-making capacity
- Effective communication
Certification
- Lean Six Sigma Green Belt Certified – Henry Harvin Education
- ISO 9001:2015 – Certified Internal Auditor
Rewards And Accolades
- Mountain Mover award from Axis Clients for Achieving targets in Q2 & Q3
- Received LOE Club awards.
- Received Star of the Month awards during my tenure.
Personal Information
- Father's Name: Late G Baswanth Rao
- Marital Status: Married
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Telugu
Native
Native
kannada
Proficient (C2)
C2
Marathi
Upper Intermediate (B2)
B2
Timeline
Deputy Manager – Training & Quality
Digitide Solutions Limited
10.2023 - Current
Assistant Manager – Quality & Compliance
Vedantu Innovation Pvt Ltd.
09.2021 - 12.2022
Senior Team Lead-Quality & Training
Conneqt Business Solutions Ltd
07.2017 - 09.2021
Quality Analyst
HST Global Services
12.2016 - 07.2017
Quality Analyst
Digicall Teleservices Pvt Ltd
03.2013 - 08.2016
Business Development Executive
NuZen Herbal Pvt Ltd
05.2010 - 03.2011
B. Com -
Dr B R Ambedkar Open University
Intermediate -
Ushodaya Jr College
Secondary Education -
ZP High school