SAURABH THAKAR
Ass Manager Strategic Quality
Pune
Summary
Professional with over 15 years of experience in Training, Quality Assurance, and Process Improvement. Proven track record in team management and service excellence, currently employed at Exela Technology Pvt. Ltd. Certified Lean Six Sigma Green Belt with expertise in Finance and Accounting, Healthcare, and Telecom sectors. Specializes in project delivery and efficiency enhancement through RPA initiatives.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Ass Manager Strategic Quality
Exela Technologies Pvt. Lts
07.2021 - Current
- Coordinate activities of QA team consisting of 26 members
- Successfully led process advancements
- Consistent monitoring of QMS and Training SOP alignment
- Applied advanced knowledge of Process Excellence strategies to enhance operational efficiency. Executed FMEA assessments to anticipate and mitigate risks effectively. Employed VSM to streamline processes and eliminate non-value-added activities. Led SWOT analyses for thorough evaluation of strengths, weaknesses, opportunities, and threats. Conducted rigorous risk management practices for improved project resilience. Designed process mapping frameworks to clarify workflows. Maintained Quality Management Systems for adherence to industry standards.
- Coordinating training and certification schedule
- Managing various CIPs to attain desired SLA outcomes
- Maintaining Standards and Training MIS for daily and weekly analytics
- Experience across multiple FTS, healthcare, finance and accounting, and telecom sectors
- Manage interactions, lead initiatives, and work alongside Cross Functional Onshore and Offshore teams
- FTE reduction and savings projects applying DMAIC strategy
- Partnered with Tech team to drive enhancements in RPA systems.
Ass Manager Strategic Quality
Exela Technologies Pvt. Lts
07.2021 - Current
- Coordinate activities of QA team consisting of 26 members
- Successfully led process advancements
- Consistent monitoring of QMS and Training SOP alignment
- Applied advanced knowledge of Process Excellence strategies to enhance operational efficiency. Executed FMEA assessments to anticipate and mitigate risks effectively. Employed VSM to streamline processes and eliminate non-value-added activities. Led SWOT analyses for thorough evaluation of strengths, weaknesses, opportunities, and threats. Conducted rigorous risk management practices for improved project resilience. Designed process mapping frameworks to clarify workflows. Maintained Quality Management Systems for adherence to industry standards.
- Coordinating training and certification schedule
- Managing various CIPs to attain desired SLA outcomes
- Maintaining Standards and Training MIS for daily and weekly analytics
- Experience across multiple FTS, healthcare, finance and accounting, and telecom sectors
- Manage interactions, lead initiatives, and work alongside Cross Functional Onshore and Offshore teams
- FTE reduction and savings projects applying DMAIC strategy
- Partnered with Tech team to drive enhancements in RPA systems.
Deputy Manager Quality and Training
DBS MINTEK PVT LTD
07.2019 - 06.2021
- Managing a team of 20 members of QAs and Trainers
- Prepared QMS (Quality management system) and Training SOP for entire organization
- Regular check on adherence of QMS And Training SOP
- Handling 17 processes with 27 LOBs
- Planning Training and certification calendar & Hiring flow
- Adhere to the timelines, budgets & quality standards.
- Maintaining Quality and Training MIS for daily and weekly dashboards
- Preparing decks for QBR and MBR
- Regular check on Manpower planning
- Handled Operation part for Sales process
Deputy Manager Quality and Training
DBS MINTEK PVT LTD
07.2019 - 06.2021
- Managing a team of 20 members of QAs and Trainers
- Prepared QMS (Quality management system) and Training SOP for entire organization
- Regular check on adherence of QMS And Training SOP
- Handling 17 processes with 27 LOBs
- Planning Training and certification calendar & Hiring flow
- Adhere to the timelines, budgets & quality standards.
- Maintaining Quality and Training MIS for daily and weekly dashboards
- Preparing decks for QBR and MBR
- Regular check on Manpower planning
- Handled Operation part for Sales process
Deputy Manager Quality
Samsung India Electronics Ltd
12.2016 - 06.2019
- Training sales team on Sales, Customer Experience, Product, Certification needs & its Importance on daily basis.
- Certifying Samsung Telecom ISP’s across Pan India.
- Maintaining certification records and reporting the certification & its effectiveness.
- Planning Training and certification calendar & Travel plan.
- Adhere to the timelines, budgets & quality standards.
- Working with SSS / Trainer / RTM to identify the certification needs & to report its effectiveness.
- Delivering On-The-Job training and coaching for the ISP’s & sales makers in Retail Channel.
- Travelled across Pan India to take certification to Samsung ISP’s.
- Market inspection to check the product knowledge, hygiene and selling behaviour of the team.
Deputy Manager Quality
Samsung India Electronics Ltd
12.2016 - 06.2019
- Training sales team on Sales, Customer Experience, Product, Certification needs & its Importance on daily basis.
- Certifying Samsung Telecom ISP’s across Pan India.
- Maintaining certification records and reporting the certification & its effectiveness.
- Planning Training and certification calendar & Travel plan.
- Adhere to the timelines, budgets & quality standards.
- Working with SSS / Trainer / RTM to identify the certification needs & to report its effectiveness.
- Delivering On-The-Job training and coaching for the ISP’s & sales makers in Retail Channel.
- Travelled across Pan India to take certification to Samsung ISP’s.
- Market inspection to check the product knowledge, hygiene and selling behaviour of the team.
Quality Lead
WNS,Pune
02.2016 - 12.2016
- Handling 5 team members of quality analyst.
- Involved with clients in designing and developing new quality parameters, and changes required in Auditing sheet and Legends\Guidelines.
- Publishing reports of the team to the clients as per process requirements.
- Coaching associates on the errors made & potential grey areas of individual associates.
- Responsible to auditing calls for team of 30 to 50 members along with feedback sharing.
- Provided regular & timely feedback & analysed the trend of errors made through Pareto Analysis.
- Work with multiple functions, i.e. Training, Operations and human resource etc to meet customer needs with a focus on process improvement and customer relations.
- Client Relationship management through effective delivery and perception management.
- Assist with training & development within the group identify training needs, facilitate training programs, as required, and monitor implementations as per defined calendars.
Quality Lead
WNS,Pune
02.2016 - 12.2016
- Handling 5 team members of quality analyst.
- Involved with clients in designing and developing new quality parameters, and changes required in Auditing sheet and Legends\Guidelines.
- Publishing reports of the team to the clients as per process requirements.
- Coaching associates on the errors made & potential grey areas of individual associates.
- Responsible to auditing calls for team of 30 to 50 members along with feedback sharing.
- Provided regular & timely feedback & analysed the trend of errors made through Pareto Analysis.
- Work with multiple functions, i.e. Training, Operations and human resource etc to meet customer needs with a focus on process improvement and customer relations.
- Client Relationship management through effective delivery and perception management.
- Assist with training & development within the group identify training needs, facilitate training programs, as required, and monitor implementations as per defined calendars.
Quality Analyst
Vodafone India
03.2014 - 01.2016
- Handling 5 inbound process (Data L2, Postpaid, VRDA, Network L2, Tele verification) situated in 3 locations.
- Providing feedback to the process owners based on quality audits and rendering suggestions for improvement.
- Analyzing the current level of performance and driving improvement, through deployment of customer satisfaction and audit scores.
- Preparing TNI & Quality Dashboard on monthly basis.
- Participating in national calibration with all 23 circles. Giving download to the service partners if there is any update received in the calibration on real time basis.
- Providing floor support when required.
- Monthly and weekly calibrations with the Service partners.
- Monthly calibrations with floor supervisors.
- Monitoring escalation calls, sent directly from the customer and providing to the respective service partner.
- Auditing DSAT calls to understand the reason for the DSAT, providing feedback to the respective service partner.
- Conducting session to improve CSAT.
- Running dip check to ensure 100% compliance on the same.
Quality Analyst
Vodafone India
03.2014 - 01.2016
- Handling 5 inbound process (Data L2, Postpaid, VRDA, Network L2, Tele verification) situated in 3 locations.
- Providing feedback to the process owners based on quality audits and rendering suggestions for improvement.
- Analyzing the current level of performance and driving improvement, through deployment of customer satisfaction and audit scores.
- Preparing TNI & Quality Dashboard on monthly basis.
- Participating in national calibration with all 23 circles. Giving download to the service partners if there is any update received in the calibration on real time basis.
- Providing floor support when required.
- Monthly and weekly calibrations with the Service partners.
- Monthly calibrations with floor supervisors.
- Monitoring escalation calls, sent directly from the customer and providing to the respective service partner.
- Auditing DSAT calls to understand the reason for the DSAT, providing feedback to the respective service partner.
- Conducting session to improve CSAT.
- Running dip check to ensure 100% compliance on the same.
Sr. Quality Analyst
Vertex Solutions Pvt. Ltd.
08.2013 - 09.2014
- Optimized quality assurance processes by developing thorough test plans and checklists.
- Enhanced product quality through implementation of rigorous testing protocols and identification of improvement areas.
- Partnered with Product Development teams to define performance baselines for new products, establishing high standards that directed continuous QA efforts from inception to release.
- Developed test cases and automation scripts.
- Elevated customer satisfaction through execution of root cause analyses and implementation of corrective actions for reported issues.
- Performed regular audits of internal processes, uncovering opportunities to elevate overall product quality and consistency.
- Utilized strong analytical skills to monitor performance statistics against established benchmarks, pinpointing opportunities for targeted enhancements in specific areas.
- Executed regression, exploratory, and negative tests.
- Led Quality Analyst team, establishing clear expectations and offering guidance to achieve targeted outcomes associated with product performance metrics.
- Examined defect trends to pinpoint recurring issues, proactively resolving underlying causes before affecting end-users or production timelines.
- Investigated complex customer issues, delivering resolutions that elevated overall satisfaction rates and strengthened brand reputation.
- Facilitated communication between product owners and developers to clarify features.
Quality Analyst
Serco Global
06.2011 - 07.2013
- Performed in-depth root cause analyses on persistent defects, facilitating adoption of impactful corrective actions.
- Presented detailed analysis of quality metrics to senior management, empowering effective decision-making for process optimization.
- Communicated quality metrics consistently to team leadership, identifying production deficiencies and consistency challenges.
- Joined forces with cross-functional teams to create and execute targeted solutions addressing identified quality issues, promoting ongoing enhancement.
Sales Executive
Zensar Technologies
11.2009 - 05.2011
- Attained sales goals and service targets through development and establishment of new customer relationships.
- Provided outstanding customer service, generating significant repeat business and client referrals.
- Exhibited expert product knowledge during client interactions, addressing questions and concerns confidently while providing tailored solutions.
- Optimized sales process to enhance efficiency, minimize cycle time, and expedite deal closures.
- Orchestrated pipeline management with emphasis on prioritizing tasks based on urgency and importance while ensuring alignment with long-term objectives.
Education
Bachelor of Science - undefined
SGB University
01.2008
12th - Science
Maharashtra Board
01.2003
10th - undefined
Maharashtra Board
01.2001
Skills
Group direction
business operations
Organizational strategy
Analytical decision-making
schedule optimization
Compliance assessments
Different aspect: Failure point diagnosis
Data evaluation
Performance tracking
Resource allocation
Professional Snapshot
A competent professional with more than 14 years of rich experience in Training, Quality Assurance, Service Excellence, Process Improvement & Team Management. Presently associated with Exela Technology Pvt. Ltd. Excellent people management, mentoring skills with the ability to train and motivate. A skilled communicator with strong analytical, problem solving, presentation & interpersonal skills., Lean Six Sigma Green Belt, AIQM
Proficiency Matrix
Handling process transitions and stabilizing all phases of process migrations., Setting quality standards for operational areas; conducting internal audits and ensuring process is followed diligently., Ensuring adherence to ISO standards as well as maintaining necessary documentation for the same., Managing customer centric operations & ensuring customer satisfaction by achieving delivery & service quality norms within the organisation., Actively seeking feedback from the onshore team and work on areas of improvement while maintaining performance in the strong areas., Mentoring & leading team members. Creating and sustaining a dynamic environment that fosters development and motivates high performance amongst team members., Imparting training to operators for new/modified processes for enhancing their operational efficiencies., Assessing customer/client feedback, evaluating the improvement areas & providing critical inputs., Liaising with various departments within the organization to gain support/resolve issues., Suggesting alternatives to improve & enhance the services standards and carrying out review of systems to further improve quality., Identifying training needs through mapping of skills required and analysing the existing level of competencies., Nominating the staff for different trainings from the BU based on their developmental needs and the work volumes., Obtaining trainee feedback for determining the effectiveness of training programmes., Preparing list of bottom quartile and coordinating with training team to conduct training session.
Career Scan
- Exela Technologies Pvt. Ltd, Ass Manager Strategic Quality, 2021-07-01, present, Managing a team of 26 members of QAs, Successfully driven process improvement, Regular check on adherence of QMS and Training SOP, Strong understanding of Process Excellence, FMEA, VSM, Process Mapping, Quality Management System, Planning Training and certification calendar, Running Various CIPs to achieve the desired SLA, Maintaining Quality and Training MIS for daily and weekly dashboards, Experience in different FTS, Healthcare, F&A and Telecom projects, Ability to interact, lead and work with Cross Functional Onshore and Offshore teams
- DBS Mintek Pvt Ltd, Deputy Manager Quality and Training, 2019-07-01, 2021-06-30, Managing a team of 20 members of QAs and Trainers, Prepared QMS (Quality management system) and Training SOP for entire organization, Regular check on adherence of QMS and Training SOP, Handling 17 processes with 27 LOBs, Planning Training and certification calendar & Hiring flow, Adhere to the timelines, budgets & quality standards., Maintaining Quality and Training MIS for daily and weekly dashboards, Preparing decks for QBR and MBR, Regular check on Manpower planning, Handled Operation part for Sales process
- Samsung India Electronics Ltd, Deputy Manager Quality, 2016-12-01, 2019-06-30, Training sales team on Sales, Customer Experience, Product, Certification needs & its Importance on daily basis., Certifying Samsung Telecom ISP’s across Pan India., Maintaining certification records and reporting the certification & its effectiveness., Planning Training and certification calendar & Travel plan., Adhere to the timelines, budgets & quality standards., Working with SSS / Trainer / RTM to identify the certification needs & to report its effectiveness., Delivering On-The-Job training and coaching for the ISP’s & sales makers in Retail Channel., Travelled across Pan India to take certification to Samsung ISP’s., Market inspection to check the product knowledge, hygiene and selling behaviour of the team.
- WNS, Pune, Quality Lead, 2016-02-01, 2016-12-01, Handling 5 team members of quality analyst., Involved with clients in designing and developing new quality parameters, and changes required in Auditing sheet and Legends/Guidelines., Publishing reports of the team to the clients as per process requirements., Coaching associates on the errors made & potential grey areas of individual associates., Responsible to auditing calls for team of 30 to 50 members along with feedback sharing., Provided regular & timely feedback & analysed the trend of errors made through Pareto Analysis., Work with multiple functions, i.e. Training, Operations and human resource etc to meet customer needs with a focus on process improvement and customer relations., Client Relationship management through effective delivery and perception management., Assist with training & development within the group identify training needs, facilitate training programs, as required, and monitor implementations as per defined calendars.
- Vodafone India, Quality Analyst, 2014-03-01, 2016-01-31, Handling 5 inbound process (Data L2, Postpaid, VRDA, Network L2, Tele verification) situated in 3 locations., Providing feedback to the process owners based on quality audits and rendering suggestions for improvement., Analyzing the current level of performance and driving improvement, through deployment of customer satisfaction and audit scores., Preparing TNI & Quality Dashboard on monthly basis., Participating in national calibration with all 23 circles. Giving download to the service partners if there is any update received in the calibration on real time basis., Providing floor support when required., Monthly and weekly calibrations with the Service partners., Monthly calibrations with floor supervisors., Monitoring escalation calls, sent directly from the customer and providing to the respective service partner., Auditing DSAT calls to understand the reason for the DSAT, providing feedback to the respective service partner., Conducting session to improve CSAT., Running dip check to ensure 100% compliance on the same.
Personal Dossier - Languages Known
- English
- Hindi
- Marathi
Personal Information
Date of Birth: 1985-03-19
Certification
Lean Six Sigma Green Belt
Project
1. FPR improvement
2. Quality Improvement of Mailroom team.
Timeline
Lean Six Sigma Green Belt
01-2023
Ass Manager Strategic Quality
Exela Technologies Pvt. Lts
07.2021 - Current
Ass Manager Strategic Quality
Exela Technologies Pvt. Lts
07.2021 - Current
Deputy Manager Quality and Training
DBS MINTEK PVT LTD
07.2019 - 06.2021
Deputy Manager Quality and Training
DBS MINTEK PVT LTD
07.2019 - 06.2021
Deputy Manager Quality
Samsung India Electronics Ltd
12.2016 - 06.2019
Deputy Manager Quality
Samsung India Electronics Ltd
12.2016 - 06.2019
Quality Lead
WNS,Pune
02.2016 - 12.2016
Quality Lead
WNS,Pune
02.2016 - 12.2016
Quality Analyst
Vodafone India
03.2014 - 01.2016
Quality Analyst
Vodafone India
03.2014 - 01.2016
Sr. Quality Analyst
Vertex Solutions Pvt. Ltd.
08.2013 - 09.2014
Quality Analyst
Serco Global
06.2011 - 07.2013
Sales Executive
Zensar Technologies
11.2009 - 05.2011
Bachelor of Science - undefined
SGB University
12th - Science
Maharashtra Board
10th - undefined
Maharashtra Board