Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Hobbies and Interests
Projects
Languages
Personal Information
Timeline
Generic

PARIMALA G K

Chennai

Summary

Dynamic Quality Manager with a proven track record at ATOS Global IT SOLUTIONS, excelling in ISO 9001 compliance and customer satisfaction management. Spearheaded continuous improvement initiatives, enhancing service delivery and operational efficiency. Adept at team leadership and problem-solving, consistently driving high-quality outcomes across diverse service lines.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Quality Manager to Siemens First Account

ATOS Global IT SOLUTIONS & SERVICES PRIVATE LTD
Chennai
07.2023 - Current
  • Accountable for end-to-end quality management of services delivered to Siemens First Account, driving continuous improvement and ensuring customer satisfaction.
  • Managed quality assurance activities for Siemens First Account, ensuring alignment with quality standards and business objectives.
  • Led customer satisfaction surveys in partnership with Siemens Healthineers, gathering feedback to drive service improvements.
  • Implemented continual improvement initiatives, optimizing processes and enhancing service delivery.
  • Supported certification and client audits, ensuring compliance and maintaining quality standards.
  • Ensured quality governance in both call handling procedures and PMO documentation, promoting consistency and accuracy.
  • Oversaw document control processes, maintaining organized and accessible records.
  • Successfully improved quality governance in call handling and PMO documentation, leading to improved compliance scores.
  • Consistently maintained high standards in document control, streamlining audit processes and enhancing operational efficiency.

Quality Manager to Digital Workplace

ATOS Global IT SOLUTIONS & SERVICES PRIVATE LTD
Chennai
07.2022 - 07.2023
  • Delivered Shared Service Support for Internal Audits, resulting in successful outcomes for Digital Workplace Business (2023), Royal Mail Group (2024), and CNA client (2025).
  • Responsible for ensuring high quality and efficiency across 15 Digital Workplace services.
  • Managed quality assurance activities for 15 Digital Workplace services, ensuring consistent quality and performance.
  • Oversaw complaint management processes, addressing and resolving issues to improve customer satisfaction.
  • Managed performance service contracts, ensuring compliance and optimizing service delivery.
  • Championed improvement management initiatives, identifying and implementing enhancements to services.
  • Tracked and recognized employee appreciation to foster a positive work environment.
  • Conducted ticket audits, identifying areas for process improvement and efficiency gains.
  • Ensured shift handover compliance, maintaining continuity and quality of service.
  • Managed operational risk registers, identifying and mitigating potential risks.
  • Reviewed MOM compliance (Management of Meetings), ensuring effective communication and follow-up.
  • Tracked mandatory training completion, ensuring staff competency and compliance.
  • Conducted analyst awareness tests to assess knowledge and identify training needs.
  • Monitored KPIs (Key Performance Indicators), tracking performance and identifying areas for improvement.
  • Tracked offshore evaluation actions, ensuring alignment with quality standards.
  • Managed E-SO tracking (End-User Satisfaction Observation), gathering feedback to improve user experience.
  • Coordinated tactical CSAT (Customer Satisfaction) initiatives to enhance customer satisfaction.
  • Managed document control and review processes, ensuring accurate and up-to-date documentation.
  • Improved operational efficiency by implementing improvements based on ticket audit findings.
  • Successfully tracked risk register, resulting in mitigation of key risks.
  • Maintained rigorous documentation control, enhancing audit readiness and compliance.

Assistance Manager in NS&I BPO

SIEMENS IT SOLUTIONS & SERVICES PRIVATE LTD
Chennai
07.2019 - 06.2022
  • Directed quality assurance initiatives across global delivery centers, ensuring compliance and governance.
  • Delivered strong leadership to uphold established quality standards throughout all operations.
  • Fostered a collaborative environment, enhancing team performance through targeted management strategies.
  • Implemented standardized processes across teams to boost operational efficiency.
  • Maintained audit readiness by adhering to industry regulations and best practices.
  • Achieved greater consistency in outputs through enhanced process standardization.
  • Contributed to successful internal and external audits with thorough preparation efforts.

Process Associate in NS&I BPO

SIEMENS IT SOLUTIONS & SERVICES PRIVATE LTD
Chennai
07.2006 - 06.2019
  • Oversaw optimization of operational processes, ensuring high-quality service delivery across multiple domains.
  • Managed diverse teams handling Sales, Evidence of Identity, and Customer Service Requests.
  • Implemented 4-Eye validation checks for Sales and Payments, improving accuracy and compliance.
  • Monitored team performance against targets, driving continuous improvement in productivity and quality.
  • Conducted bridge calls with Incident teams to effectively resolve and mitigate issues.
  • Prepared priority reports to provide insights into performance and operational metrics.
  • Facilitated process documentation and training, adhering to change control procedures.
  • Actively engaged in business activities to enhance customer retention on the NS&I platform.

Education

M.Phil. - Economics

Annamalai University
Annamalainagar
01.2007

Skills

  • ISO 9001 and ISO 27001
  • ITIL framework
  • Auditing and compliance
  • Process improvement
  • Risk management strategies
  • Customer satisfaction management
  • KPI monitoring
  • Complaint resolution
  • Document control systems
  • Effective communication
  • Problem-solving techniques
  • Team leadership skills

Certification

  • ISO 9001, DNV, 2024
  • ISO 27001, Det Norske Veritas, 2024
  • ITIL, AXELOS - People Cert, 2023
  • Yellow Belt, ATOS - Lean Group Performance, 2022

Accomplishments

  • Awarded Proactive Performer (20+ times) for exemplary productivity and quality assurance contributions.
  • Awarded for Process Improvement initiatives, demonstrating a commitment to operational excellence.
  • Contributed as a Key Team Member, leading to 'Best Team' awards, highlighting collaborative success.

Hobbies and Interests

  • Team sports
  • Volunteering
  • Fundraising
  • Cycling

Projects

National Saving and Investment - United Kingdom, Government based work, Handled various accounts in IT Industry (DEFRA, CNA, RMG, SIEMENS), Successfully transitioned transaction processes from the UK to Chennai, enhancing efficiency and reducing operational costs., Implemented process improvements that led to significant enhancement in customer experience., Improved team performance through targeted training and mentorship, resulting in enhanced service quality.

Languages

  • English
  • Tamil

Personal Information

Date of Birth: 12/18/81

Timeline

Quality Manager to Siemens First Account

ATOS Global IT SOLUTIONS & SERVICES PRIVATE LTD
07.2023 - Current

Quality Manager to Digital Workplace

ATOS Global IT SOLUTIONS & SERVICES PRIVATE LTD
07.2022 - 07.2023

Assistance Manager in NS&I BPO

SIEMENS IT SOLUTIONS & SERVICES PRIVATE LTD
07.2019 - 06.2022

Process Associate in NS&I BPO

SIEMENS IT SOLUTIONS & SERVICES PRIVATE LTD
07.2006 - 06.2019

M.Phil. - Economics

Annamalai University

Similar Profiles

CREATE PROFILE
PARIMALA G K