Desired Job Title
Associate Manager - Training & QualityTeam LeadSenior Research AnalystResearch AnalystLocation Preference
On-SiteRemoteLocation: Trivandrum, IN
Open to relocation: No
Open To Work
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JIJI S S
Trivandrum
Work Preference
Summary
Experienced Training, Quality and Project Management professional with over 8 years in the BPO industry. Led cross-functional teams and drove process improvements, notably the Auto BPO project, which increased productivity by 25% and reduced operational costs by 15%. Expertise in project management, stakeholder engagement, training and development, and quality management, focused on delivering impactful business results.
Overview
9
9
years of professional experience
Work History
Associate Manager - Training & Quality
Ecesis BPO Services
Trivandrum
01.2022 - Current
- Managed daily operations to ensure efficient service delivery for clients.
- Developed training materials to enhance team skills and knowledge.
- Coordinated project timelines and resources for successful implementation.
- Facilitated communication between departments to streamline processes.
- Oversaw client interactions to maintain satisfaction and address concerns.
- Evaluated performance metrics to identify areas for improvement.
- Mentored junior team to foster professional development and teamwork.
- Managed daily workflow of team members to meet organizational goals.
- Monitored client esclations and provided timely solutions to improve Quality.
- Tracked project milestones and communicated updates to stakeholders.
- Conducted regular performance reviews with direct reports.
- Identified opportunities for process improvements and increased efficiency.
- Collaborated with senior management to develop annual operational plans.
- Facilitated the development of team by providing training, coaching, and feedback.
Team Lead
Ecesis BPO Services
01.2020 - 01.2022
- Led and mentored multiple operational teams, consistently exceeding key performance indicators (KPIs) for quality and productivity by implementing targeted training interventions and providing ongoing employee support.
- Managed daily team operations, optimizing workload distribution and resource allocation to achieve peak efficiency and meet demanding production targets.
- Coached and mentored team members, fostering a culture of continuous improvement and enhancing performance through individualized development plans.
- Designed and delivered comprehensive onboarding and continuous training programs, significantly enhancing employee skill sets and ensuring consistent adherence to service level agreements (SLAs) and quality benchmarks.
- Implemented stringent quality assurance protocols, achieving 100% compliance with company policies, deadlines, and client-specific requirements while identifying areas for improvement.
- Resolved complex team escalations and workflow bottlenecks, reducing issue resolution time and enhancing operational flow.
- Collaborated effectively with department heads and cross-functional teams to champion and implement process improvements, resulting in enhanced operational efficiency and cost savings.
- Authored and presented detailed operational, audit, and performance reports to senior management, providing actionable insights that informed strategic decision-making and drove process enhancements.
Senior Research Analyst
Ecesis BPO Services
Trivandrum
03.2019 - 04.2020
- Conducted in-depth property valuation and comprehensive market analysis, providing critical data for strategic investment decisions.
- Performed detailed property research and identified comparable properties, contributing to accurate valuation reports.
- Managed and maintained accuracy within MLS and banking portals, ensuring data integrity for all research activities.
- Generated daily operational reports and conducted thorough data analysis, providing actionable insights for business intelligence initiatives.
- Oversaw generation and analysis of audit reports, implementing targeted quality correction processes that improved accuracy of findings.
- Developed and managed employee schedules and production plans, optimizing resource allocation to meet operational demands effectively.
Research Analyst
Ecesis BPO Services
04.2017 - 10.2019
- Performed detailed property research and identified comparable properties,
contributing to accurate valuation reports. - Prepared detailed reports summarizing research findings and recommendations.
- Conducted market research and analyzed data to identify trends, opportunities, and potential risks(BPO Reports)
- Generated daily operational reports and conducted thorough data analysis to support business intelligence initiatives.
- Worked in various BPO reports -Ext, INT and PMI
Education
MBA - Human Resources & Marketing
Institute of Cooperative Management(ICM)
Trivandrum, Kerala03-2017
Master of Arts - English Literature
Women's College
TVM, Kerala03-2013
Bachelor of Arts - English Literature
Women's College
Trivandrum, Kerala01-2011
Skills
- Training Program Development & Delivery
- Training development
- Performance analysis
- Operational Excellence
- Process Improvement Methodologies
- Audit & Compliance
- Engagement strategies
- MS Excel (Advanced Reporting)
- Escalation Management
- Cross-functional teamwork
- Team Leadership & Development
- Employee Engagement Strategies
- Stakeholder engagement
- Problem solving
- Team collaboration
Projects
Hybrid BPO and ARC Implementation (Ecesis BPO) 2025-2026
- Automation of entire process in single platform
- Portal wise generating comments
- Collaborated with business stakeholders and technical teams to define requirements and improve user experience.
Smart BPO Project (Product Owner)(Ecesis BPO)2023 – 2024
- Led the development and implementation of the Smart BPO (Auto BPO) automation platform to streamline valuation report completion processes.
- Served as Product Owner, driving project planning, requirement gathering, stakeholder management, and milestone tracking.
- Coordinated cross-functional teams to ensure timely project delivery and successful implementation.
- Established KPIs and performance monitoring frameworks to track operational efficiency and project outcomes.
- Improved production efficiency by 25% and reduced operational costs by 15% while maintaining 100% customer satisfaction.
- Conducted regular stakeholder meetings and maintained clear communication channels across business and technical teams.
- Facilitated continuous process improvement initiatives through data analysis and performance evaluations.
Training & Skill Development Portal (Feb 2020– Dec 2022)
- Led the design and implementation of a centralized Training & Skill Development Portal to enhance employee learning and performance tracking.
- Streamlined training administration, competency assessments, and skill development initiatives across departments.
- Collaborated with business stakeholders and technical teams to define requirements and improve user experience.
- Improved training effectiveness through structured learning paths and performance monitoring mechanisms.
Languages
- Malayalam
- English
- Hindi
Timeline
Associate Manager - Training & Quality
Ecesis BPO Services
01.2022 - Current
Team Lead
Ecesis BPO Services
01.2020 - 01.2022
Senior Research Analyst
Ecesis BPO Services
03.2019 - 04.2020
Research Analyst
Ecesis BPO Services
04.2017 - 10.2019
MBA - Human Resources & Marketing
Institute of Cooperative Management(ICM)
Master of Arts - English Literature
Women's College
Bachelor of Arts - English Literature
Women's College