Summary
Overview
Work History
Education
Skills
Timeline
Generic

Sumanth Shetty

Pune

Summary

Dedicated Quality Manager with a 6-year track record of providing outstanding quality standards that are followed in the development, delivery and execution of products and services. Experience leading cross-functional teams of up to 190 members.

Overview

6
6
years of professional experience

Work History

Assistant Quality Manager

WNS
Pune
04.2021 - Current
  • Managing a team of 6 quality analyst
  • Financial impact control
  • Complaints LOB
  • Trust pilot reviews (CSAT/DSAT)
  • All site feedbacks
  • Working on Partner Portal
  • Hygiene and Compliance checks
  • Managed CSAT project and closed above given client target (3.52%)
  • Internal/External Calibration
  • Double check deviation control
  • Weekly and Monthly Dashboards
  • TNI
  • BQ Management
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction
  • Mentored and encouraged employees to strive for excellence while fostering professional growth

Lead Coach Quality

WNS
Pune
04.2018 - 04.2021
  • Experience in scheduling and roster management
  • Designed quality control programs and implemented standards to coach TL
  • Made recommendations to management on quality parameters
  • Interaction monitoring and providing feedback to agents on daily basis
  • Conducted refreshers on daily updates and common errors
  • Handled nesting certifications and have published quality dashboard to stake holders
  • Have published TNI to stake holders
  • Formed Glidepath to meet clients requirement
  • Ensuring compliance delivers addressing team level errors
  • Process improvement ideas -Forter verification process(Kiwi.com) which was approved and implemented by clients
  • Have groomed SME's and quality specialists
  • Have identified and corrected financial impact losses for company
  • Have set team goals and client expectations
  • Experience with in house and client calibration sessions
  • Client certified Complaints team quality analyst
  • Audits for complaints team who deal with Trust-pilot review for company
  • From past one year quality score is above client target which is 95%
  • Client Certified Guarantee team quality analyst (Core process of company)
  • Have successfully managed project that helped improve performance for BQ associates

Senior Associate

WNS
Mumbai
04.2017 - 04.2018
  • Coached new team members on service techniques and provided quality score
  • Led the team of 15 associate for 8 months in absence of team manager
  • Coach employees towards high performance and success
  • Have successfully managed a project that helped improving performance for BQ associates and effectively reduce the customer DSAT
  • Competence in handling teams and responsible for scaled up healthy growth through effective planning and management skills
  • Well versed with the ticketing process and customer satisfaction
  • Acting as a single point of contact for operations and marketing team for product and market reaction
  • Extremely adapt in building relationship with prospects and delivering on commitments
  • Made recommendations to management on quality parameter
  • Have worked on shrinkage management to reduce attrition
  • Have trained batches for customer service for US POS and have handled the nesting teams
  • Experience in IC management(Interval compliance)
  • Experienced in roster management
  • Have successfully managed a learning academy and development project on BQ associates

Associate Consultant

WNS
Mumbai
01.2016 - 04.2017


  • Represented Expedia in European market for the schedule change process-GDS and customer support
  • Ensuring maximum customer satisfaction by closely interacting within the house and clients to understand their requirement so that the best solution can be provided to them
  • Well organized with a track record that demonstrate team work,self-motivation,creativity and initiatives to achieve both personal and corporate goals
  • Managed the complete process of booking, cancellations,amendments and customer care
  • Suggested new procedure to persuade cancelling customers to stay with company, resulting 11% decrease in cancellations

Education

Diploma Engineering in Electronics - Electrical, Electronics And Communications Engineering

SNS
Mangalore
04.2015

Skills

  • Quality processes
  • Operational improvements
  • Statistical analysis skills
  • Employee training
  • Problem solving
  • Relationship building
  • Expert in customer relations
  • Team player

Timeline

Assistant Quality Manager

WNS
04.2021 - Current

Lead Coach Quality

WNS
04.2018 - 04.2021

Senior Associate

WNS
04.2017 - 04.2018

Associate Consultant

WNS
01.2016 - 04.2017

Diploma Engineering in Electronics - Electrical, Electronics And Communications Engineering

SNS

Similar Profiles

CREATE PROFILE
Sumanth Shetty