Naveenraj P
Chennai
Summary
Dynamic quality assurance leader with a proven track record at Quintessence Business Solutions, excelling in process improvement and team leadership. Expert in performance reporting and compliance, I drive operational excellence through effective training and resource allocation, fostering a culture of continuous improvement and achieving significant enhancements in team productivity. Skilled Team Leader with experience in supervising, training, and motivating teams. Strengths include project management, conflict resolution, and effective communication skills. Have contributed to past roles by improving team performance and enhancing workflow efficiency. Dedicated Team Leader with expertise in quality assurance initiatives, issue resolution and interpersonal communication. Proficient with project management, personnel training and production scheduling. Sets example for work ethic, punctuality and quality.
Overview
18
18
years of professional experience
Work History
Team Leader - Quality Department
Quintessence Business Solutions & Services
01.2021 - Current
- Plan and execute live audits to ensure compliance and quality standards
- Provide feedback reports to the operations team to drive continuous improvement
- Allocate and manage resources for the quality team
- Conduct super audits to maintain process integrity
- Manage leave tracking and work reallocation within the team
- Identified needs of customers promptly and efficiently.
- Developed strategies for problem solving and conflict resolution among team members.
- Monitored operations and reviewed records and metrics to understand company performance.
- Oversaw training and development programs to enhance team skills and knowledge.
- Coordinated daily operations, ensuring team adherence to company policies and procedures.
- Delegated daily tasks to team members to optimize group productivity.
- Offered training and support to keep team members motivated and working toward objectives.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Created training materials and conducted group trainings on new processes or procedures.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
Senior Quality Analyst - Business Excellence (Total Quality)
nThrive Global Solutions Pvt Ltd
01.2012 - 01.2021
- Company Overview: e4e Healthcare
- Analyzed and reported quality scores to the executive team, covering client, scope, and agent-wise performance
- Prepared Performance Evaluation Process (PEP) reports for management review
- Developed and maintained account manuals for multiple projects
- Tracked and updated improvement projects within the Total Quality framework
- Presented SLA dashboards and improvement project statuses to executives
- E4e Healthcare
Quality Analyst & Team Leader
Ceequence Technologies Pvt Ltd
01.2011 - 01.2012
- Generated POD reports for team managers
- Communicated client queries and updates to the team
- Monitored and planned work distribution
- Provided quality feedback to enhance team performance
- Delivered end-of-day reports to management
Team Leader - Cash Posting
Apollo Health Street India Ltd.
01.2009 - 01.2011
Quality Analyst - Charge Entry
Celer Soft Services Pvt Ltd.
01.2008 - 01.2009
Claim Processor - Charge Entry
Nittany Outsourcing Pvt Ltd.
01.2007 - 01.2008
Education
B.C.A - Computer And Information Sciences
Madras University
Chennai07-2009
DEEE -
Thai Moogambigai Polytechnic College
CHENNAI04-2005
S.S.L.C -
Vellammal Matriculation Higher Secondary School
Skills
- Quality Assurance
- Auditing
- Process Improvement
- Compliance
- Performance Reporting
- Data Analysis
- Team Leadership
- Training
- SLA Management
- KPI Management
- Client Communication
- Feedback
- Workflow Optimization
- Planning
- Resource allocation
- Performance metrics
- Problem solving
Accomplishments
- Improved Audit Discrepancies: Reduced audit discrepancies by 15% year-over-year through process improvements.
- Client Satisfaction Rate: Led a team to achieve 95% client satisfaction rate in quarterly surveys.
- Enhanced Training Program: Implemented a new training program, increasing team efficiency by 20%.
- Live Audits Execution: Conducted over 50 live audits annually, maintaining compliance at 98%.
- Super Audit Success: Successfully conducted over 150 super audits maintaining process integrity standards.
- Executive Reporting Excellence: Presented over 30 SLA dashboards quarterly to executive teams.
Hobbies and Interests
Listening to music
Watchig movies
Languages
- Tamil
- English
Personal Information
- Total Experience: I am a highly skilled Quality Management Professional with over 16 years of experience in the healthcare BPO and business process management industry. My expertise lies in quality assurance, process compliance, performance analysis, and team leadership. I excel at conducting audits, training teams, and improving operational efficiency through innovative solutions, ensuring top-quality service delivery.
- Date of Birth: 11/23/84
- Nationality: Indian
- Marital Status: Married
Disclaimer
I hereby declare that the information provided above is true and correct to the best of my knowledge., Chennai
Timeline
Team Leader - Quality Department
Quintessence Business Solutions & Services
01.2021 - Current
Senior Quality Analyst - Business Excellence (Total Quality)
nThrive Global Solutions Pvt Ltd
01.2012 - 01.2021
Quality Analyst & Team Leader
Ceequence Technologies Pvt Ltd
01.2011 - 01.2012
Team Leader - Cash Posting
Apollo Health Street India Ltd.
01.2009 - 01.2011
Quality Analyst - Charge Entry
Celer Soft Services Pvt Ltd.
01.2008 - 01.2009
Claim Processor - Charge Entry
Nittany Outsourcing Pvt Ltd.
01.2007 - 01.2008
B.C.A - Computer And Information Sciences
Madras University
DEEE -
Thai Moogambigai Polytechnic College
S.S.L.C -
Vellammal Matriculation Higher Secondary School
Similar Profiles
Ananthi NagarajAnanthi Nagaraj
AR Analyst at Quintessence Business Solutions & ServicesAR Analyst at Quintessence Business Solutions & Services
Mohanabalan NMohanabalan N
Software Developer at Quintessence Business Solutions & Services(QBSS)Software Developer at Quintessence Business Solutions & Services(QBSS)
Pooja Udayan KPPooja Udayan KP
Senior Medical Coder at Quintessence Business Solutions & ServicesSenior Medical Coder at Quintessence Business Solutions & Services