PUSHPARADHA BALAJI
Chennai
Summary
Dynamic Senior Manager with a proven track record at HCL Technologies, specializing in quality transformation and operational excellence. Expert in driving Six Sigma initiatives and fostering stakeholder collaboration to enhance productivity and compliance. Achieved significant improvements in quality governance and risk mitigation, ensuring alignment with SOX and ISO standards.
Overview
3
3
Certifications
28
28
years of professional experience
Work History
Senior Manager – Quality
HCL Technologies Limited
Chennai
09.2018 - Current
- Led quality governance, process improvement, transformation, workforce planning, and performance management initiatives across teams to enhance operational effectiveness.
- Drive process and resource optimization initiatives that improve productivity, quality, risk mitigation, and cost-effective delivery.
- Drove RCA, CAPA, non-compliance governance, trend analysis, and corrective actions to strengthen operational processes and mitigate risks.
- Lead SOC, SOX, ISO, ROPA, and XIA internal compliance audits and support external and client audits.
- Designed the Transaction Quality audit framework and established quality controls supporting SOX compliance; led Gauge R&R-based calibration.
- Ensure compliance with process-audit requirements and governance standards.
- Executed contractual obligations by ensuring alignment with the agreed Statements of Work. in accordance with Statements of Work.
- Partnered with global teams, senior leadership, clients, HR, and Finance to align governance, resource mapping, and performance reviews with transformation objectives.
- Lead productivity analytics, executive scorecards, business continuity planning, and capability-development initiatives.
Manager – Quality
Matrimony.com
Chennai
03.2014 - 09.2018
- Led quality assurance for pan-India operations, establishing Quality Assurance Centre and implementing process-improvement framework to enhance operational effectiveness.
- Defined quality metrics and led customer-satisfaction initiatives, utilizing quality analytics to support revenue growth projects.
- Completed 19 Six Sigma Yellow Belt projects and trained middle management in Seven QC Tools and quality concepts to strengthen team capabilities.
Manager – Quality
Serco Global Services (now Teleperformance)
Chennai
02.2011 - 02.2014
- Managed client-facing quality governance, root cause analysis, corrective and preventive actions, and improvement initiatives to elevate customer satisfaction and accuracy.
- Led pan-India quality assurance initiatives in customer care, telecollections, telesales, and back-office operations to enhance service quality.
- Led quality governance across online matchmaking operations and support workflows.
- Defined audit standards for profile verification, moderation, and service reviews.
- Reviewed customer interactions to improve response quality and issue handling.
Team Manager
Tech Mahindra / Allsec Technologies
Chennai
08.2009 - 02.2011
- Led transaction quality teams for telecom customer care operations, directing client governance and implementing RCA, CAPA, and improvement initiatives to enhance service delivery.
- Supervised customer support teams to improve service efficiency. in Tech Mahindra and Allsec Technologies operations.
- Coached agents on process compliance, customer handling, and quality standards.
- Monitored service levels, queues, and escalations across blended contact center workflows.
Associate Manager – Quality
Optimus Global Services
Chennai
11.2005 - 07.2009
- Progressed to Associate Manager – Quality; led 50 Quality Analysts and 4 Quality Team Leads in achieving quality targets.
- Managed quality metrics and client governance, driving CAPA and customer-satisfaction improvement initiatives.
- Directed client service delivery across global operations at Optimus Global Services.
- Coordinated cross-functional teams for daily workflow and issue resolution.
- Monitored service standards and reinforced quality procedures across accounts.
Front-End Executive / Team Leader
BPL Ltd & Unimak Electronics
Chennai
06.1998 - 10.2004
- Led customer service operations, managed escalations, and directed team leadership; coordinated effectively with customer service executives and managers.
Technical Assistant / Quality Controller
Unimak Electronics and Arphi Electronics
Chennai
06.1998 - 10.2004
- Managed technical support and quality control processes for customer escalations, resolving issues promptly and enhancing customer satisfaction.
- Troubleshot faulty components using multimeters, test equipment, and visual inspection.
- Supported electronics repair and maintenance tasks across Unimak and Arphi service operations.
- Installed wires, connectors, and circuit parts in customer and workshop systems.
Education
D.E.C.E, B.B.A, M.B.A - Business Administration And Management
Indira Gandhi National Open University
New Delhi06-2016
Skills
- Quality Governance
- RCA & CAPA
- Audit compliance
- Risk & Compliance
- Six Sigma & Lean
- Operational Excellence
- Process Excellence
- Continuous Improvement
- Operational Improvement
- Resource optimization
- Performance Management
- Stakeholder management
- Change Management
- Talent Management
- Quality Analytics
Personal Information
Title: SENIOR MANAGER – QUALITY | OPERATIONAL EXCELLENCE | RISK & COMPLIANCE
Certification
Six Sigma Black Belt – Certified
GEOGRAPHICAL COVERAGE
- India
- Guatemala
- Sri Lanka
- Philippines
SELECTED RECOGNITION
- Consistent Performer among Quality Managers (2011)
- Social Manager, Matrimony.com
- Best Project Award, Diploma in Engineering
TARGET ROLES
Group Manager / Associate Director – Process Excellence | Operational Excellence | Quality Excellence | Continuous Improvement | Business Transformation | Quality Governance
Timeline
Senior Manager – Quality
HCL Technologies Limited
09.2018 - Current
Manager – Quality
Matrimony.com
03.2014 - 09.2018
Manager – Quality
Serco Global Services (now Teleperformance)
02.2011 - 02.2014
Team Manager
Tech Mahindra / Allsec Technologies
08.2009 - 02.2011
Associate Manager – Quality
Optimus Global Services
11.2005 - 07.2009
Front-End Executive / Team Leader
BPL Ltd & Unimak Electronics
06.1998 - 10.2004
Technical Assistant / Quality Controller
Unimak Electronics and Arphi Electronics
06.1998 - 10.2004
D.E.C.E, B.B.A, M.B.A - Business Administration And Management
Indira Gandhi National Open University