Smith Bhosale
Pune
Summary
Results-driven Quality Team Leader with 10+ years of experience in BPO operations, insurance, and healthcare RCM. Strong background in quality audits, process improvement, root cause analysis, and team mentoring. Proven ability to improve process accuracy, reduce errors, and drive performance through data-driven insights. Experienced in US Auto Insurance, US Healthcare (Provider-side RCM), and UK Finance operations.
Overview
12
12
years of professional experience
Work History
Team Leader
Credence Resource Management
Pune
01.2025 - Current
- Lead end-to-end insurance eligibility verification, account scrubbing, and patient communication processes to ensure accurate and timely billing.
- Manage large operational teams handling ~2,000 incoming cases daily, ensuring inflow and backlog are consistently cleared based on capacity planning.
- Successfully managed and stabilized a team of 58+ associates, driving productivity and adherence to SLAs.
- Conduct regular 1:1s, performance reviews, and coaching sessions, improving individual and team performance.
- Coordinate with onshore/offshore stakeholders to resolve complex account-level and process-related issues.
- Maintain SOPs, perform quality checks, and deliver refresher training to ensure compliance and accuracy.
- Prepare and analyze daily, weekly, and monthly MIS reports covering TAT, match rates, billing readiness, and team productivity.
Quality Analyst
Cotiviti India
Yerawada, Pune
11.2018 - 12.2024
- Conducted comprehensive quality audits to ensure compliance with banking and regulatory standards.
- Analyzed quality metrics and performance data to identify trends, root causes, and improvement opportunities.
- Partnered with operations teams to implement corrective actions and process improvements.
- Supported training initiatives and quality calibrations to enhance overall delivery standards.
Group Leader
EXL Services Pvt. Ltd.
Pune
06.2015 - 08.2018
- Led and managed a team of 9 associates, overseeing daily operations and task allocation.
- Monitored KPIs, productivity, and quality metrics to ensure smooth workflow execution.
- Drove process improvements and operational efficiencies through data-driven analysis.
- Prepared and presented regular performance and status reports to senior management.
Executive - Customer Service
Capita Services
Pune
06.2014 - 05.2015
- Reviewed customer documentation and assisted with bill payout processes.
- Supported telecom service requests, debt resolution, and customer issue handling.
- Collaborated with cross-functional teams across different stages of the collections process.
Education
Bachelor of Business Administration -
M.M.C.C. (Pune University)
Pune, IndiaSkills
- Operations & People Management
- SLA Management
- Productivity Management
- Process Improvement
- Root Cause Analysis
- Quality Audits
- Compliance
- Client Management
- Stakeholder Management
- MIS
- Reporting
- Data Analysis
- Performance management
- Team leadership
- Operational efficiency
- Process improvement
- Data analysis
- Stakeholder coordination
- Hands on AI Tools, Claude , Google Collab, Google App Scripts
Languages
- English
- Marathi
- Hindi
Languages
English
Advanced
C1
Timeline
Team Leader
Credence Resource Management
01.2025 - Current
Quality Analyst
Cotiviti India
11.2018 - 12.2024
Group Leader
EXL Services Pvt. Ltd.
06.2015 - 08.2018
Executive - Customer Service
Capita Services
06.2014 - 05.2015
Bachelor of Business Administration -
M.M.C.C. (Pune University)