Sanil Nair
Summary
18+ yrs in BPO Industry driving customer service excellence across Telecom, US Healthcare, Media & Retail processes. Six Sigma YB certified | GB (in progress) | RCA | CAPA | Lean | Team Leadership | SLA Management | Coaching & Development.
Establishing Operational Infrastructure & Quality Management Systems (QMS). Establishing Key Performance Indicators (KPIs), Performance Metrics, or a Standardized Production/Service Delivery Framework.
Implementing Process Control and Regulatory/Internal Compliance protocols, ensuring Operational Integrity
Overview
19
19
years of professional experience
1
1
Certification
Work History
Operation Manager – Backend Operations, Quality & Compliance (Australian Retail Process)
Cogncise Business Services Pvt Ltd
10.2022 - 05.2024
- Managed 60-member teams across multiple sub-processes.
- Lead end-to-end operations and quality functions to ensure seamless process delivery and service excellence across multiple projects.
- Design and implement operational strategies aligned with business goals, ensuring optimal resource utilization and efficiency.
- Define and monitor performance metrics (SLA, AHT, CSAT, Quality Scores) to improve productivity and customer satisfaction.
- Oversee quality audits (calls, data, and processes), analyze gaps, and implement corrective and preventive action plans (CAPA).
- Manage large cross-functional teams, driving performance through structured training, mentoring, and goal setting.
- Conduct regular performance reviews, team calibration sessions, and root cause analysis (RCA) to enhance quality standards.
- Develop and enforce Standard Operating Procedures (SOPs) and internal quality benchmarks for operational consistency.
- Collaborate with stakeholders and senior management to align business objectives, quality goals, and compliance standards.
- Ensure adherence to regulatory and certification standards such as ISO 9001:2015 guidelines.
- Handle project transitions, including requirement gathering, UAT testing, training design, and go-live support.
- Present operational and quality dashboards to leadership with data-driven insights and improvement plans.
- Drive cost-reduction strategies, manpower planning, and process automation to optimize operations.
- Manage client escalations effectively by identifying root causes and delivering timely, sustainable solutions.
Assistant Manager – Operations & Quality Assurance (Domestic)
Axis My India
04.2021 - 07.2022
- Supervised end-to-end operations and quality assurance activities for multiple projects, ensuring timely delivery and adherence to client SLAs.
- Managed large cross-functional teams (up to 150+ FTEs, 4 Team Coach, 3 Quality Analyst), including workforce planning, daily performance tracking, and resource allocation.
- Designed and implemented SOPs, workflows, and quality control frameworks to improve process consistency and reduce errors.
- Conducted regular audits (calls, data, process) and identified non-compliance trends, leading to timely corrective and preventive actions (CAPA).
- Led team calibrations, feedback sessions, and refresher trainings to maintain high-quality output and consistency across evaluators.
- Tracked key performance indicators (AHT, CSAT, FCR, QA scores, shrinkage, attrition) and developed action plans to address gaps.
- Collaborated with senior management and stakeholders to align operational and quality strategies with organizational objectives.
- Ensured compliance with regulatory and client-specific standards (ISO 9001:2015, TRAI) through regular audits and documentation.
- Managed campaign-specific staffing and training based on skillset availability and business priorities.
- Participated in project transitions, BRD documentation, and UAT testing to support successful implementation of new processes.
- Prepared and presented daily, weekly, and monthly reports on team performance, quality scores, and operational health.
- Resolved escalations by conducting root cause analysis and driving initiatives to improve customer experience and reduce repeat issues.
- Identified training needs (TNI) and supported L&D initiatives for employee upskilling and performance improvement.
Team Leader – Operations & Quality Assurance (Domestic)
Axis My India
09.2018 - 03.2021
- Managed team (up to 50 FTEs & 2 Team Coach), including workforce planning, daily performance tracking, and resource allocation.
- Led a team of operations agents and quality analysts, ensuring smooth day-to-day functioning and consistent performance across both domains.
- Monitored and managed key performance indicators (KPIs) such as productivity, accuracy, quality scores, CSAT, AHT, and adherence.
- Conducted regular quality audits on calls and data, identified performance gaps, and implemented corrective actions to enhance service delivery.
- Delivered daily/weekly/monthly reports on team productivity and quality performance to senior management.
- Facilitated daily briefings, updates, and SOP refreshers to ensure alignment with process changes and client expectations.
- Conducted root cause analysis (RCA) for quality issues and customer complaints, and implemented targeted action plans.
- Coordinated and participated in calibration sessions and performance reviews to ensure scoring consistency and alignment with QA standards.
- Managed attendance, shift planning, and leave schedules to ensure adequate staffing and service continuity.
- Supported recruitment efforts by interviewing and onboarding new team members as per project needs.
- Mentored and coached team members through one-on-one sessions and feedback reviews to drive skill development and goal achievement.
- Maintained up-to-date documentation of team performance, error trends, and process updates for internal audits and client reviews.
- Acted as the first point of escalation for operational or quality-related issues and ensured timely resolution.
- Ensured all team members complied with internal process standards, client guidelines, and regulatory requirements.
Team Leader – Quality Assurance (US DME Healthcare process)
Intelenet Global Services
12.2016 - 11.2017
- Led the QA team (15 QAs) responsible for auditing calls and documentation related to Durable Medical Equipment (DME) orders, eligibility verification, and insurance authorizations for US healthcare clients.
- Ensured compliance with HIPAA regulations, CMS guidelines, and client-specific quality benchmarks across all quality touchpoints.
- Conducted audits on recorded calls, patient records, insurance verifications, and billing entries to ensure accuracy and adherence to US DME process protocols.
- Collaborated with operations and training teams to bridge knowledge gaps and reduce error rates through continuous feedback and refresher sessions.
- Delivered timely and constructive feedback to agents and QA analysts, focusing on areas such as call etiquette, compliance, data accuracy, and documentation standards.
- Facilitated regular calibration sessions with internal teams and clients to ensure consistency in QA scoring and audit standards.
- Monitored team KPIs (quality scores, audit coverage, error trends) and provided actionable insights to improve service quality.
- Led RCA (Root Cause Analysis) exercises for escalated quality issues or compliance failures and implemented CAPA (Corrective and Preventive Actions).
- Maintained up-to-date SOPs, QA forms, and audit criteria in line with evolving payer policies and client requirements.
- Ensured timely reporting of QA metrics, scorecards, and performance dashboards to management and stakeholders.
- Supported hiring, onboarding, and mentoring of QA analysts, ensuring knowledge of US healthcare, DME products, payer types (Medicare, Medicaid, Commercial), and documentation protocols.
- Participated in internal and external quality audits and ensured readiness for client or regulatory assessments.
- Promoted a culture of quality excellence and compliance within the team by organizing learning sessions and ongoing skill-building initiatives.
Quality Analyst (US DME Healthcare process)
Intelenet Global Services
03.2014 - 11.2016
- Conducted audits of calls, documentation, and transactions related to Durable Medical Equipment (DME) services, ensuring adherence to client-specific guidelines and US healthcare regulations (HIPAA, CMS).
- Verified accuracy and completeness of patient records, insurance eligibility checks, prior authorizations, and order entries.
- Identified process gaps and quality issues through regular audits and shared actionable feedback with operations and training teams.
- Ensured all interactions and documentation met compliance standards related to Medicare, Medicaid, and commercial payers.
- Maintained and updated audit checklists and quality scorecards aligned with client KPIs and compliance benchmarks.
- Performed Root Cause Analysis (RCA) on errors, complaints, or escalations and supported implementation of Corrective and Preventive Actions (CAPA).
- Participated in calibration sessions with QA peers and client stakeholders to ensure consistency in quality evaluation.
- Documented audit findings and prepared daily/weekly quality performance reports for internal use and client review.
- Collaborated with trainers and team leaders to organize refresher sessions and process updates based on audit trends.
- Flagged high-risk errors related to insurance denials, incorrect DME product coding, or PHI breaches for immediate escalation.
- Stayed updated on CMS policies, payer-specific changes, and DME billing regulations to ensure audit accuracy and compliance.
- Contributed to continuous improvement initiatives by sharing insights on recurring quality concerns and recommending process enhancements.
Customer Care Executive (US DME Healthcare process)
Intelenet Global Services
07.2010 - 02.2014
- Handled inbound and outbound calls with patients, caregivers, and insurance representatives to facilitate the ordering and servicing of Durable Medical Equipment (DME).
- Verified patient eligibility and insurance benefits (Medicare, Medicaid, Commercial) through payer portals and live calls with insurance companies.
- Collected and confirmed necessary documentation such as prescriptions, CMNs (Certificate of Medical Necessity), and prior authorizations in compliance with CMS guidelines.
- Educated patients on DME products, usage instructions, and insurance coverage details, ensuring clear and empathetic communication.
- Entered and updated patient information, insurance details, and order data into the CRM and billing systems with a high level of accuracy.
- Resolved patient queries and concerns regarding order status, deliveries, copays, and replacement requests within turnaround time (TAT).
- Ensured strict adherence to HIPAA guidelines and maintained confidentiality of all patient-related information.
- Escalated complex cases related to denials, documentation issues, or urgent medical needs to team leads or supervisors.
- Followed up with physicians’ offices and insurance companies to obtain missing documentation or approvals for equipment delivery.
- Worked closely with QA and compliance teams to maintain process standards and support error reduction initiatives.
- Maintained high levels of customer satisfaction by providing professional, prompt, and patient-centric service.
- Achieved performance targets including First Call Resolution (FCR), AHT, quality score, and customer satisfaction (CSAT).
Quality Analyst (Telecom process)
First Source Solutions Ltd
09.2009 - 05.2010
- Conducted detailed audits of customer interactions (calls, emails, chats) to ensure compliance with client standards and telecom regulations.
- Evaluated call quality for accuracy, adherence to scripts, issue resolution, and customer experience.
- Provided actionable feedback to customer service representatives and technical support teams to improve service quality.
- Monitored key quality metrics such as Average Handle Time (AHT), First Call Resolution (FCR), Customer Satisfaction (CSAT).
- Developed and maintained quality scorecards, audit checklists, and calibration documentation to standardize evaluation criteria.
- Identified recurring issues and trends through root cause analysis and worked with operations and training teams to implement corrective measures.
- Ensured adherence to regulatory guidelines such as TRAI, FCC, and internal compliance policies.
- Participated in regular calibration sessions with QA peers and client stakeholders to maintain scoring consistency and accuracy.
- Assisted in training new quality analysts and customer service agents on quality standards, process changes, and compliance requirements.
- Prepared detailed quality performance reports and presented findings to management for decision-making.
- Supported continuous improvement initiatives aimed at enhancing customer experience and operational efficiency.
- Collaborated with cross-functional teams to drive process enhancements and reduce error rates.
Quality Analyst (Telecom process)
Seamless Connections
07.2007 - 09.2009
- Evaluated call quality for accuracy, adherence to scripts, issue resolution, and customer experience.
- Provided actionable feedback to customer service representatives and technical support teams to improve service quality.
Team Leader (Telecom process)
Andromeda Marketing Pvt Ltd
03.2006 - 05.2007
- Supervised a team of customer service agents handling telecom services for postpaid connections.
- Monitored team performance against key metrics including AHT, FCR, CSAT and adherence to schedule.
- Conducted daily team huddles, briefings, and one-on-one coaching sessions to align goals and address performance gaps.
- Handled escalated customer issues related to billing, service disruptions, network complaints, and plan activations, ensuring quick resolution and customer satisfaction.
- Prepared and analyzed daily, weekly, and monthly reports on team performance, productivity, and quality scores.
- Coordinated with quality and training departments to implement process updates and refresher trainings.
- Conducted regular audits on call interactions to identify areas for improvement and coach agents accordingly.
- Managed team attendance, shift scheduling, and adherence to ensure optimum staffing and SLA compliance.
- Participated in client calibration calls and process improvement meetings to represent team performance and share insights.
- Trained and mentored new team members to quickly ramp up on telecom products, tools, and customer service protocols.
- Supported implementation of new telecom product launches or system migrations, ensuring team readiness and minimal disruption.
Customer Care Executive (Telecom process)
Andromeda Marketing Pvt Ltd
03.2005 - 05.2006
- Handled inbound calls to assist customers with telecom services for postpaid connections.
- Resolved customer queries related to billing, recharge, plan activation/deactivation, network issues, SIM replacement, and service requests.
- Delivered accurate product information and guided customers on selecting the most suitable telecom plans based on their usage.
- Logged customer interactions and service requests in the CRM system for accurate documentation and follow-up.
- Escalated unresolved or technical issues to higher-level support or back-end teams, ensuring timely resolution.
- Maintained high levels of professionalism and empathy to enhance customer satisfaction (CSAT) and retention.
- Adhered to call quality standards, telecom compliance guidelines (e.g., TRAI), and company-specific processes.
- Worked towards achieving key performance metrics such as AHT (Average Handle Time), FCR (First Call Resolution), and adherence.
- Assisted in promotional campaigns, upselling new plans, and educating customers about value-added services (VAS).
- Participated in daily briefings, training sessions, and updates to stay informed about new products, policies, and procedures.
- Maintained data confidentiality and ensured secure handling of customer information.
- Contributed to team performance and targets by consistently achieving individual call and quality benchmarks.
Education
B.Com - First Division (65%)
Kalinga University
H.S.C. - 59%
St. John the Baptist Junior College
S.S.C. - 65%
St. John the Baptist High School
Skills
- Quality assurance expertise
- Strategic planning
- Team Leadership & Training
- Operational workflow enhancement
- SLA oversight
- Root Cause Analysis (RCA) & Corrective Action Planning
- Data analysis and reporting
- Budget Planning & Manpower Management
- Relationship management
- ISO Compliance
- Lean Six Sigma (Yellow Belt Certified & Green Belt – in progress)
Accomplishments
- Trained in the USA & Mexico for new business transition
- Multiple Best Performer awards (2012–2016)
- Winner – Best Business Idea, 2014
Certification
- Advanced Lean Six Sigma Yellow Belt, Completed
- Advanced Lean Six Sigma Green Belt, Pursuing
Languages
Malayalam
English
Hindi
Marathi
Personal Information
- Hobbies: Cricket, Reading, Cooking, Travelling, Listening to Music, Watching Movies
- Date of Birth: 19th September 1982
- Gender: Male
- Nationality: Indian
Valid Usa Visa
Till 7th June 2027
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I hereby declare that the information provided is accurate and complete to the best of my knowledge.
Timeline
Operation Manager – Backend Operations, Quality & Compliance (Australian Retail Process)
Cogncise Business Services Pvt Ltd
10.2022 - 05.2024
Assistant Manager – Operations & Quality Assurance (Domestic)
Axis My India
04.2021 - 07.2022
Team Leader – Operations & Quality Assurance (Domestic)
Axis My India
09.2018 - 03.2021
Team Leader – Quality Assurance (US DME Healthcare process)
Intelenet Global Services
12.2016 - 11.2017
Quality Analyst (US DME Healthcare process)
Intelenet Global Services
03.2014 - 11.2016
Customer Care Executive (US DME Healthcare process)
Intelenet Global Services
07.2010 - 02.2014
Quality Analyst (Telecom process)
First Source Solutions Ltd
09.2009 - 05.2010
Quality Analyst (Telecom process)
Seamless Connections
07.2007 - 09.2009
Team Leader (Telecom process)
Andromeda Marketing Pvt Ltd
03.2006 - 05.2007
Customer Care Executive (Telecom process)
Andromeda Marketing Pvt Ltd
03.2005 - 05.2006
H.S.C. - 59%
St. John the Baptist Junior College
S.S.C. - 65%
St. John the Baptist High School
B.Com - First Division (65%)
Kalinga University