Puneet Sharma
Vadodara,GJ
Summary
Six Sigma Green Belt Certified, Senior Manager with 0.7 years of documented quality control success. Develops specific and measurable goals, improvements, and standards to continuously and consistently improve quality and reduce and eliminate errors. Successfully audits and maintains product accuracy and timely delivery resulting in customer satisfaction. Initiates quality-related SOP training and enforces procedural adherence.
Overview
12
12
years of professional experience
Work History
Senior Quality Manager
Maxicus
12.2023 - Current
- Established relationships and touch points with clients to promote retention.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Developed quality employees within call center to take over leadership positions.
- Grew staffing team by sourcing well-qualified employees using new recruitment strategy.
- Managed teams of 50 professionals focused on improving, AHT, and Answer Rate initiatives.
- Increased business profits 30% by streamlining processes and trimming unnecessary positions.
- Spearheaded 4 third-party contract negotiations to obtain favorable pricing and scheduling parameters.
- Implemented new roles in the leadership team plan, clarified roles of members and introduced new processes to boost quality across departments.
- Collected and analyzed call center statistics, sales rates, costs and customer service metrics.
- Established and oversaw performance targets for call center associates.
Quality Manager
Shore Overseas LLP
11.2022 - 08.2023
- Responsible for managing 10-12 Data Analysts, while also individually managing a given set of clients
- Ynthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommendation changes
- Researched and resolved issues regarding integrity of data flow into databases
- Articipated in requirements meetings and data mapping sessions to understand business needs
- Dentified and documented project constraints, assumptions, business impacts, risks and scope exclusions
- Assigned tasks to associates, staffed projects and updated all involved parties to enhance optimal business flow
- Produce weekly, monthly and ad hoc reports using advanced Excel Spreadsheet
- Direct effective implementation, integration and execution of reporting on new and existing business.
Quality Manager
Startek
10.2021 - 11.2022
- Lead call center operations, supervising 3 supervisors, 3 team leads, and more than 35 associates, monitoring client satisfaction ratings
- Manage cross-functional training programs, developing knowledge bases, developing ongoing processes, recommending improvements
- Prepare detailed reports, presenting pertinent information about field and contact center performance to c-suite executives and analysts.
Assistant Quality Manager
Startek
02.2020 - 10.2021
- Assisted in the reduction of defects by conducting thorough root cause analyses and developing corrective action plans.
- Conducted periodic reviews of manufacturing processes, identifying opportunities for cost savings while maintaining strict quality standards.
- Streamlined quality processes with the implementation of standardized testing methods and protocols.
Quality Team Lead
Anyone Home IT Services
03.2018 - 01.2020
- Mentored junior staff members, fostering professional growth and development within the quality assurance team.
- Coordinated regular meetings with key stakeholders, discussing progress toward quality objectives and developing action plans as needed based on findings from reviews or assessments.
- Spearheaded collaboration between departments to ensure a seamless flow of information and a unified approach to quality control.
- Streamlined workflow processes for increased efficiency, resulting in higher productivity levels for the quality assurance team.
Quality Auditor
Teleperformance
04.2016 - 03.2018
- Inspected work areas regularly to identify safety practices, quality control procedures and worker actions in need of improvement.
- Trained and reviewed work of junior personnel on departmental responsibilities.
Senior Associate
Teleperformance
02.2014 - 04.2016
- Aligned in IB & OB Calls
- Aligned in Email & Chats
Associate
Genpact
10.2012 - 02.2014
- Identified customer needs and wants to enhance customer experiences and boost sales.
Education
B.Com - Commerce
RDVV
Jabalpur, India06.2012
Skills
- Process Validation
- Quality Management Systems
- Six Sigma Methodologies
- Change Control Management
- Corrective and Preventive Actions
- ISO 9001 compliance
- Quality Metrics Development
- Customer Satisfaction
- Operational Improvements
- Multitasking Abilities
- Organizational Skills
- Analytical Thinking
Timeline
Senior Quality Manager
Maxicus
12.2023 - Current
Quality Manager
Shore Overseas LLP
11.2022 - 08.2023
Quality Manager
Startek
10.2021 - 11.2022
Assistant Quality Manager
Startek
02.2020 - 10.2021
Quality Team Lead
Anyone Home IT Services
03.2018 - 01.2020
Quality Auditor
Teleperformance
04.2016 - 03.2018
Senior Associate
Teleperformance
02.2014 - 04.2016
Associate
Genpact
10.2012 - 02.2014
B.Com - Commerce
RDVV
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