Hetal Gohil
Mumbai
Summary
Strategic and performance-focused operations leader with 11+ years of success driving process excellence, team productivity, and customer satisfaction in global IT and business environments. Proven ability to lead multidisciplinary teams, manage complex migration and content operations projects, and exceed KPIs. Expert in Agile/Scrum, stakeholder engagement, QA automation, and operational analytics. Recognized as a consistent top performer and awarded for transforming quality processes into measurable business value. Dynamic professional fostering cross-functional collaboration and performance monitoring. Cultivates high-performing teams by providing actionable feedback and optimising work allocation for increased efficiency. Drives client relationship management and ensures alignment with organisational objectives to enhance service delivery.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Project Manager
Accenture Services Pvt. Ltd
Mumbai, Maharashtra
06.2025 - Current
- Spearheaded change management initiatives that streamlined quality processes and enhanced outcomes.
- Facilitated cross-functional collaboration to align quality standards with organizational objectives.
- Utilized AEM CMS, Contentful CMS, Workfront, MS Excel, MS PowerPoint, and MS Word effectively.
- Coordinated with clients to define project objectives and requirements for business alignment.
- Monitored service delivery, proactively addressing issues to ensure seamless operations.
- Assessed team performance and provided feedback to enhance professional development.
Senior Quality Analyst / Acting Operations Lead
Accenture Services Pvt. Ltd
Mumbai, Maharashtra
03.2023 - 05.2025
- Directed QA and operational execution for high-impact client migration project across 70+ global websites, achieving 99.8% quality compliance.
- Coordinated onshore and offshore teams to align with delivery schedules, reducing turnaround time by 20%.
- Supervised QA team, optimizing work allocation and enhancing throughput by 15%.
- Developed SLA, RCA, and performance dashboards for web developers, enabling data-driven decisions by leadership.
- Acted as lead and primary escalation point for regional client managers, achieving 100% client satisfaction in feedback cycles.
Quality Analyst
Accenture Services Pvt. Ltd
Mumbai, Maharashtra
09.2021 - 02.2023
- Executed migration of high-traffic websites across platforms, ensuring full compliance with brand and accessibility standards.
- Conducted QA audits and implemented corrective actions, increasing first-pass accuracy from 88% to 96%.
- Mentored junior analysts and acted as interim QA lead, achieving 40% faster onboarding times.
- Developed weekly productivity and defect trend reports for internal and external stakeholders.
Ad Operation Associate
Accenture Services Pvt. Ltd
Mumbai, Maharashtra
02.2018 - 08.2021
- Executed over 10 campaigns daily, achieving 98% on-time delivery with zero escalations over 12 months.
- Developed video creatives and managed trafficking through CMS and platform-specific tools.
- Established standard operating procedures (SOPs), reducing campaign setup errors by 25%.
- Cultivated an inclusive, collaborative team culture acknowledged by multiple internal awards.
Quality Analyst (Unofficial Lead)
Datamatics Business Solutions
Mumbai, Maharashtra
05.2014 - 02.2018
- Directed team of 8 QA researchers to deliver high-quality B2B database solutions with over 95% data accuracy.
- Executed audits on regional and role-based targeting for global event invitation databases.
- Conducted root cause analysis on quality issues, implementing fixes to achieve 30% error reduction.
Education
Master of Commerce - Business Management
Somaiya College
Mumbai05.2014
Bachelor of Commerce - Business Management
Mumbai University
Mumbai05.2011
Skills
- Performance monitoring
- Team leadership and management
- Cross-functional collaboration
- Quality control and auditing
- AEM CMS
- Digital content management
- Stakeholder communications
- Change management and reengineering
- Reporting and dashboarding
- Project management
- Quality assurance
- Change management
- Client relationship management
Certification
- Business Analytics with Excel
- Scrum Master Basic
- Advanced Excel
- Agile Scrum Master - Simplilearn
- Project Management Professional (PMP) - PMI
- SAFe Product Owner/Product Manager (POPM) Certification
Websites, Portfolios and Profiles
- https://www.linkedin.com/in/hetal-gohil-l-i-o-n-4b
- https://bold.pro/my/hetal-gohil/372r
Awards
- Star of Business Award (Multiple) - Accenture
- Client Value Creation Award - Accenture
- Core Value Champion – Accenture
- Encore & RNR Awards for Best Performance
- Encore Awards – Co-Pilot Award
Timeline
Project Manager
Accenture Services Pvt. Ltd
06.2025 - Current
Senior Quality Analyst / Acting Operations Lead
Accenture Services Pvt. Ltd
03.2023 - 05.2025
Quality Analyst
Accenture Services Pvt. Ltd
09.2021 - 02.2023
Ad Operation Associate
Accenture Services Pvt. Ltd
02.2018 - 08.2021
Quality Analyst (Unofficial Lead)
Datamatics Business Solutions
05.2014 - 02.2018
Master of Commerce - Business Management
Somaiya College
Bachelor of Commerce - Business Management
Mumbai University