Monu Saxena
Quality
New Delhi
Overview
10
10
years of professional experience
7
7
Certification
2
2
Language
Work History
Deputy Manager
Radical Minds
06.2023 - Current
- Team Strength – 9 Quality Evaluators
- Overall headcount for the processes – 250+ Professional Growth: Six Sigma Green Belt Certification Practice: From Feb’23 – May’23 (4 Months), During the completion of my Green Belt certification at AIGPE institute, I attended classes and practiced project management skills
- DMAIC Methodology: Define, Measure, Analyze, Improve, and Control
- Process Mapping: Visual representation of the steps in a process
- Fishbone Diagram (Ishikawa): Used to identify and categorize potential causes of a problem
- Histograms and Pareto Analysis: Prioritized issues based on their impact
- Statistical Analysis Tools: Such as regression analysis, hypothesis testing, and design of experiments
- Control Charts: Monitor the stability of a process over time.
Assistant Manager
Teleperformance
05.2022 - 02.2023
- Risk & Compliance ownership end to end for the site)
- Team Strength – 19 Quality/ Fraud Analyst
- Overall Processes Headcount – 2250
Assistant Manager
Maxicus A KocharTech Company
06.2021 - 05.2022
- Quality, Handled multiple accounts
- Team Strength – 1 Quality Lead & 7 Quality Evaluators
- Overall headcount for the processes – 350
Team Lead
Adroit Synergies PVT LTD
02.2019 - 06.2020
- Process – Airtel Payments Bank
- Team Strength – 14 QAs
- Overall headcount for the processes – 350+ for Kochar Tech & 200+ for CBSL.
Karvy Data Management Services Limited
07.2018 - 01.2019
- Quality, Process – Flipkart
Quality Analyst
Oravel Stays PVT LTD, Tech Mahindra
02.2016 - 03.2018
- Months & Tech
- Mahindra – 1.5Years, Location Gurgaon & Noida, wherein worked, - OYO Rooms (Hospitality
Senior Associate
Oravel Stays PVT LTD
Gurgaon
- And within 7 months I got the opportunity to work as a Quality Analyst, post 9 months, Tech Mahindra took the takeover of the customer services and moved to the Tech Mahindra Payroll for Noida Location as Senior Quality Analyst providing the services for OYO
- Rooms.
Education
Master of Arts - MA - Political Science
Indira Gandhi National Open University
Bachelor of Arts (B.A - Art/Art Studies, General
Delhi University
10th and 12th Degree - ART
GOVT BOYS SENIOR SECONDARY SCHOOL, CBSE
Skills
- Lean Methodology – Teleperformance
- Security Data Analytics – Teleperformance
- System Risk Assessment/ Management – Teleperformance
- Vishing/ Phishing – Teleperformance
- Microsoft Excel 2013 Certification – Udemy
- Sprinkler Modern Care Supervisor Pro – Sprinkler University
- Time Management – Udemy
- Developing Your Emotional Intelligence – LinkedIn
- Data Science Associate (EMCDSA) - Udemy
- Strengths:
- Analytical Skills
- Attention to Detail
- Communication Skills
- Problem-Solving Skills
- Process Improvement
- Leadership Skills
- Knowledge of Industry Standards
- Training and Development
- Customer Focus
- Data Management
- Adaptability
- Time Management
- Risk Management
Accomplishments
- A professional with over 8 Years + of experience in Team Handling, ISO 9001 2015, DMAIC, 7 QC Tools, RCA, Quality Assurance, Risk and Compliance, Process Management, and Client Servicing
- High Conviction levels while achieving targets
- Ability to coordinate and manage activities with departments
- Able to manage the quality requirement from the client’s perspective by applying various tools and strategies
- Organizational Experience
- Profile:
- Key Responsibilities Area: ISO 9001 2015, Sop Management, Training Need Identification (TNI), Training Needs Analysis (TNA), Process Excellence, Sales Drive, Team Management, FMEA, Quality Control Management, Six Sigma Green Belt
- Kaizen, PDCA, System Risk Assessment, Security Data Analytics, Risk Prevention Management, Revenue Assurance/ KPI
- Assurance, Data Analytics (SDA report), Training for new joiners, Ticketing (Galileo)
- Handling multiple accounts (Risk & Compliance/Quality Assurance/Training) taking care of end-to-end Training and
- Quality department
- Currently Handling cluster’s account (E-Com, Travel, Personal Care, Trade Marketing)
- Trained and Prepared the documents for the organization according to ISO 9001 2015
- Prepared CAPA/ Disciplinary Gride
- Preparing and sharing the TMB with all the stakeholders to know the variance and improvement gap
- Performing the SRA (Security Risk Assessment) to identify the Risk and initiating the mitigation plan with Internal and external stakeholders for implementation
- Performing ACPT/ FMEA Evaluation to categorize the process gaps and sharing the Process/ Quality improvement analysis with internal and external stack stakeholders with corrective actions for the improvement
- Performing Pareto analysis and sharing the insights with internal stack holders for the Quality Improvement
- Evaluating Voice (Inbound), Non-Voice matters (Social Media Chat, Email), Sales
- Creating Weekly, Bimonthly, and Monthly dashboards and sharing them with internal/external stakeholders
- Excellent knowledge of NPS Scrubbing/ improvement, Tagging/ VOC Analysis, Sales Improvement, Quality
- Evaluation Report/ Form
- Guiding/ Preparing the quiz on the organization level to improve the understanding of maintaining a safe work environment by following standards and procedures and complying with legal regulations to prevent cyber risk
- Conducting the Internal ATA/Gage audit
- Reviewing the identified Risk on the process level to gauge the adherence
- Team Review: Team review is conducted on a weekly and monthly basis to gauge their progress
- Maintaining the process level Reports/ Dashboards: FPA Observation Dashboard, ATA Report, Security Risk
- Assessment Tracker, Exception Tracker.
Certification
Lean Six Sigma Green Belt Certification - Advanced Innovation Group Pro Excellence (AIGPE)
Lean Six Sigma Yellow Belt Certification – Tech Mahindra (Certification Availability - No)
GDS: Galileo certified from Udemy
Lean Six Sigma White Belt Certification – Teleperformance
Timeline
Deputy Manager
Radical Minds
06.2023 - Current
Assistant Manager
Teleperformance
05.2022 - 02.2023
Assistant Manager
Maxicus A KocharTech Company
06.2021 - 05.2022
Team Lead
Adroit Synergies PVT LTD
02.2019 - 06.2020
Karvy Data Management Services Limited
07.2018 - 01.2019
Quality Analyst
Oravel Stays PVT LTD, Tech Mahindra
02.2016 - 03.2018
Senior Associate
Oravel Stays PVT LTD
Master of Arts - MA - Political Science
Indira Gandhi National Open University
Bachelor of Arts (B.A - Art/Art Studies, General
Delhi University
10th and 12th Degree - ART
GOVT BOYS SENIOR SECONDARY SCHOOL, CBSE
Similar Profiles
Jaden LiendoJaden Liendo
Registered Behavior Technician at Radical MindsRegistered Behavior Technician at Radical Minds
Nathan CechNathan Cech
Board Certified Assistant Behavior Analyst at Radical MindsBoard Certified Assistant Behavior Analyst at Radical Minds
SUSMITH MERIN ROYSUSMITH MERIN ROY
Customer Support Executive at Radical MindsCustomer Support Executive at Radical Minds
Akansuh AggarwalAkansuh Aggarwal
Process Trainer at Radical Minds Technologies Pvt. Ltd., NoidaProcess Trainer at Radical Minds Technologies Pvt. Ltd., Noida
Manvendra KumarManvendra Kumar
Manager- Finance & Costing at Genpact India Private LimitedManager- Finance & Costing at Genpact India Private Limited