Santosh Murugan
Kandivali(w)
Summary
Senior Quality Auditor with 5+ years of experience in driving process improvements, identifying quality gaps, and boosting partner conversion through data-driven insights. Skilled in dashboard creation, root-cause analysis, and cross-functional collaboration. Proficient in Six Sigma methods and committed to enhancing operational efficiency and audit accuracy..
Overview
7
7
years of professional experience
Work History
Senior Quality Auditor
Smart Shift Logistics Solutions Private Limited (PORTER)
Mumbai
05.2023 - Current
- Created and maintained multiple dashboards to visualize audit trends and agent performance.
- Delivered actionable insights through real-time quality dashboards for operations teams.
- Identified quality gaps and patterns using audit data analysis to drive targeted interventions.
- Streamlined quality reporting by integrating audit metrics into interactive dashboards.
- Pulled and analyzed operational data to identify conversion drop-off points, leading to targeted improvements.
- Provided actionable insights from ops data that directly contributed to increased partner/customer conversion rates.
- Partnered with business and operations teams to turn raw data into actionable strategies for revenue growth.
Quality Auditor
Smart Shift Logistics Solutions Private Limited (PORTER)
Mumbai
03.2021 - 05.2023
- Executed regular audits and inspections to verify compliance with internal standards
- Sustained comprehensive records in quality audit database for ongoing compliance checks.
- Analyzed quality trends to pinpoint areas requiring future audits.
- Supervised agent call monitoring to ensure adherence to porter SOPs.
- Compiled weekly performance reports for agents falling within bottom quartile, enabling focused discussions.
Business Executive
Smart Shift Logistics Solutions Private Limited (PORTER)
Mumbai
03.2020 - 03.2021
- Responsibilities;
- Making calls to partners for vehicle attachment and solving their query.
- Training new employee and solving their doubt.
- Handling agents and tracking their productivity & work activities on a daily basis.
- Doing multiple tasks like branding calls, making reports & along with documentation.
Customer Service Executive
Asu gas agency
Mumbai
10.2018 - 02.2020
- Responsibilities;
- Coordinate daily office activities and operation
- Register complain and solving query of the customer.
- Answer and respond to the customer inquiries.
- Providing information about pricing and delivery information to the customer.
- Maintaining record in the system of all task perform in the gas agency
Education
BE -
Vishwatmak Om Gurudev College of Engineering
Thane01.2016
HSC -
Nirmala College of Art And Sci Jr. College
Kandivali (E)01.2011
SSC -
Holly Infant High School
Kandivali (w)01.2009
Skills
- Data Analysis & Insight Generation
- Dashboard Creation & Reporting Automation
- Effective Communication & Stakeholder Engagement
- Problem Solving & RCA (Root-Cause Analysis)
- SOP Writing & Documentation
- Six Sigma Methodology
- Audit Process Management & Training & Coaching
PERSONAL PROFILE
- Name: Santosh Murugan
- Father’s Name: Murugan Gopal
- Date of Birth: 24-05-1993
- Hobbies: Listening to Music, Drawing, dancing, Watching movies
- Languages knew: English, Hindi, Marathi, and Tamil
- Permanent Address: 20th floor, room no: -2005, parishram SRA CHS bldg. Babrekar nagar, charkop, Kandivali(w) Mumbai: -400067
Accomplishments
- Completed 5-Year Milestone at The Porter (2025) – Honored for continuous contribution, performance consistency, and long-term commitment.
- Star Performer – Business Executive (2021) – Recognized for exceptional performance, driving key business metrics and conversions.
- Star Performer – Best Quality Auditor (2022) – Awarded for consistently high-quality audits, impactful insights, and process excellence.
- Most Valuable Player – R&R Program (2024) – Acknowledged for individual excellence, leadership, and cross-functional collaboration.
- Most Valuable Team – R&R Program (2024) – Team award for outstanding audit performance, collaboration, and contribution to business outcomes.
Projects
Document rejection task analysis – identified system and agent errors where valid documents were incorrectly rejected; collaborated with operation to resolve issues, resulting in increased lead conversions
Audit error trend analysis – analyzed recurring audit error patterns and created error-classification dashboards to support targeted agent training
Pan card OCR failure identification – audited failed OCR cases in PAN uploads, interacted with partners to validate document authenticity, identified system-level OCR issues, and enabled corrections that directly contributed to increased conversion rates
Increased partner activation count - identifying recurring partner issues and implementing corrective measures to streamline the onboarding process
Timeline
Senior Quality Auditor
Smart Shift Logistics Solutions Private Limited (PORTER)
05.2023 - Current
Quality Auditor
Smart Shift Logistics Solutions Private Limited (PORTER)
03.2021 - 05.2023
Business Executive
Smart Shift Logistics Solutions Private Limited (PORTER)
03.2020 - 03.2021
Customer Service Executive
Asu gas agency
10.2018 - 02.2020
BE -
Vishwatmak Om Gurudev College of Engineering
HSC -
Nirmala College of Art And Sci Jr. College
SSC -
Holly Infant High School
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