Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic
Savithri B B

Savithri B B

Bengaluru

Summary

Results-driven training and quality management professional with extensive experience in leading teams and optimizing processes across telecom, insurance, remediation, and mortgage sectors. Proven track record in implementing strategic quality initiatives and driving process improvements to ensure compliance with industry standards. Strong leadership skills demonstrated through the ability to build and lead high-performing teams while collaborating effectively with cross-functional stakeholders to achieve organizational goals.

Overview

24
24
years of professional experience
1
1
Certification

Work History

Manager II - Training & Quality

Concentrix
Bengaluru
06.2023 - Current
  • Managing training and quality assurance processes for a critical account, specializing in secured and unsecured responsible lending (FTE size: 900+).
  • Directed and supervised staff in the execution of day-to-day activities; monitored performance standards; and provided feedback and coaching.
  • Developed and implemented quality assurance processes and procedures to ensure compliance with industry standards and regulatory requirements.
  • Played a key role in transitioning three service lines of over 200 FTEs for a blended service encompassing voice and back-office operations, unsecured lending, and quality assurance as a service.
  • Created detailed project plans outlining tasks and resources needed for the successful completion of the project within the set timelines.
  • Partnered with the clients to understand end to end product cycle and implemented streamlined processes.
  • Deployed AI training modules with the Training Center of Excellence, reducing training time by 20%.
  • Implemented smart assist tools for voice and back-office support, increasing staff efficiency by over 15%.
  • Facilitating collaborative performance reviews with delivery teams to assess operational effectiveness and outcomes.
  • Conducted rigorous testing of controls, and systematically updated FMEAs to proactively identify and mitigate potential risks, ensuring product/service reliability and regulatory compliance.
  • Established a continuous improvement program focused on process optimization and cost-reduction initiatives.
  • Identified training needs for employees through skill mapping. Organized a training session accordingly in order to increase efficiency.
  • Promoted diversity and inclusion strategies, cultivating a supportive workplace culture.

Manager I- Transactional Quality

Concentrix
Bengaluru
08.2017 - Current
  • Delivered service levels in accordance with client agreements, ensuring compliance and strengthening relationships.
  • Deployed advanced processes to consistently provide best-in-class service to end customers.
  • Collaborated with delivery teams to transition over 700 staff members within five months.
  • Led planning of training requirements and accreditation processes for efficient transitions.
  • Provided direction and guidance to ensure team alignment with organizational objectives.
  • Monitored business performance, identified improvement areas, and adjusted strategies accordingly.
  • Coordinated with BCP site in Philippines to strategize contingency staffing during disruptions.
  • Spearheaded compliance audit, achieving zero instances of non-adherence.

Deputy Manager- Transactional Quality

Concentrix
Bengaluru
12.2014 - Current
  • Managed a team of 21 Quality Analysts to achieve daily contractual deliverables.
  • Served as liaison between clients and delivery teams, providing strategic guidance for operational success.
  • Participated in reviews on various schedules, ensuring alignment with onshore counterparts.
  • Implemented quality improvement initiatives to enhance customer and client experiences.
  • Drove team towards achieving 100% compliance with COPC standards through effective implementation.
  • Conducted impact assessments on process changes to identify risks and develop mitigation strategies.
  • Reviewed and updated FMEA to analyze potential risks comprehensively.

Team Leader - Transactional Quality

Concentrix
Bengaluru
03.2012 - Current
  • Established performance expectations for team, monitored progress, and provided feedback as necessary.
  • Facilitated two successful transitions in remediation and insurance through effective leadership.
  • Collaborated with department leaders to align shared goals across teams.
  • Reviewed process monitoring plans monthly and developed action plans for ineffective controls.
  • Identified improvement areas with team and created targeted solutions based on analysis.
  • Evaluated staff performance, offering coaching to enhance efficiency.
  • Delegated responsibilities to empower team members according to strengths and expertise.

Quality Analyst

Firstsource Solutions Pvt Limited
Bengaluru
03.2003 - 02.2012
  • Performed audits for associates and provided individualized feedback on improvement areas.
  • Recorded inspection process findings and collaborated with delivery teams to implement corrective actions.
  • Conducted root cause analyses on recurring defects, leading to effective corrective actions.
  • Generated weekly and monthly reports consolidating key performance indicators and actionable insights.

Audit Assistant

Rajesh Exports Limited
Bengaluru
09.2001 - 03.2003
  • Conducted preparation and auditing of day-to-day accounts.
  • Drafted minutes and prepared notices for board meetings.
  • Managed correspondence and addressed client issues directly.
  • Executed additional duties as delegated on an ongoing basis.

Education

Bachelor of Commerce - Accounting And Business Management

Maharani Lakshmi Ammani Women College
Bengaluru
05-2001

Skills

  • Quality Assurance and Quality Control
  • Client Relationship Management
  • Regulatory Compliance
  • Risk Assessment
  • Performance Management
  • Lean Six Sigma Concepts
  • Strategic Planning
  • Diversity Abilities
  • Operational Efficiency
  • Change Management
  • Process Improvement
  • Cross-functional Team Management
  • Transition Management
  • Conflict Resolution
  • Interpersonal skills

Accomplishments

  • Client survey (VOC): 9+ rating over 10 for the last 12 years
  • Seamlessly transitioned seven diverse lines of work
  • Delivered consistent excellence by achieving zero audit failures in audits conducted by both internal and external controls teams
  • Received numerous organizational-level awards and recognitions for exceptional performance
  • Recognized as an inspiring role model under the category 'Breakthrough Women's Network' as part of inclusion and diversity

Certification

  • Certified in ISA Administration (Individual Savings Account), CF1 (Certificate in UK Finance Services, Regulations, & Ethics), FA2 (Certificate in Financial Administration) through the Chartered Institute for Securities & Investment and the Chartered Institute of Investments
  • Yellow Belt certified, Green Belt trained

Timeline

Manager II - Training & Quality

Concentrix
06.2023 - Current

Manager I- Transactional Quality

Concentrix
08.2017 - Current

Deputy Manager- Transactional Quality

Concentrix
12.2014 - Current

Team Leader - Transactional Quality

Concentrix
03.2012 - Current

Quality Analyst

Firstsource Solutions Pvt Limited
03.2003 - 02.2012

Audit Assistant

Rajesh Exports Limited
09.2001 - 03.2003

Bachelor of Commerce - Accounting And Business Management

Maharani Lakshmi Ammani Women College

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Savithri B B