Suvarna Yadav
Group Manager – Transactional Quality & Process Excellence
Maharashtra,MH
Summary
Experienced Quality Management professional with 15+ years of expertise in Transactional Quality, Quality Governance, Operational Excellence, and Process Improvement across Legal, Healthcare, and Conveyancing operations. Certified Lean Six Sigma Black Belt, Green Belt, and Yellow Belt practitioner with strong experience in ISO 9001:2015 QMS, audits, RCA, CAPA, stakeholder management, and team leadership. Proven ability to drive quality transformation, improve operational performance, and deliver sustainable business results through data-driven decision-making and continuous improvement initiatives.
Overview
23
23
years of professional experience
4
4
Certifications
Work History
Group Manager - Transactional Quality
WNS
05.2018 - Current
- Lead Quality operations across Legal, Healthcare, and Conveyancing processes, ensuring compliance with client requirements, SLAs, regulatory standards, and quality frameworks.
- Manage and develop Quality Leaders and Analysts through coaching, performance management, and succession planning.
- Drive quality governance through audits, transaction monitoring, compliance reviews, calibrations, and stakeholder management.
- Analyze quality, productivity, and operational metrics to identify risks, trends, and improvement opportunities, providing actionable business insights.
- Partner with Operations and Clients to enhance quality, productivity, customer experience, and operational performance.
- Lead root cause analysis, corrective actions, and risk mitigation initiatives to improve process effectiveness and reduce client escalations.
- Deliver continuous improvement initiatives using Lean Six Sigma and DMAIC methodologies to achieve measurable business outcomes.
- Mentor Lean Six Sigma projects and foster a culture of innovation, accountability, and operational excellence.
- Prepare and present quality dashboards, governance reports, and business reviews to senior leadership and clients.
- Manage client governance, business reviews, and escalations while ensuring high levels of stakeholder satisfaction.
- Develop training and capability-building programs based on Training Needs Analysis (TNA) to improve team performance and competency.
Deputy Manager - Transactional Quality
WNS
05.2013 - 04.2018
- Managed transactional quality for a team of 55+ Legal Associates, ensuring adherence to client-defined quality and accuracy standards.
- Conducted quality audits, transaction reviews, and provided timely feedback to drive continuous performance improvement.
- Maintained internal and client accuracy targets through proactive quality monitoring and governance.
- Provided floor support and query resolution, acting as a key liaison between Operations and Quality teams.
- Performed pre- and post-Six Sigma audits and supported compliance with process quality requirements.
- Prepared and presented fortnightly and monthly quality, accuracy, and performance reports to management.
- Led root cause analysis (RCA) and Customer Complaint Rectification Process (CCRP) initiatives to reduce defects and improve client satisfaction.
- Identified process gaps, recommended improvement opportunities, and contributed to Lean Six Sigma projects delivering measurable business benefits.
- Conducted productivity and error trend analysis, implementing corrective actions to improve operational performance.
- Reviewed and approved process documentation, operating procedures, and work instructions to ensure process compliance.
- Partnered with Team Leaders, SMEs, and Managers to support employee performance reviews and capability development.
- Mentored Yellow Belt and White Belt Six Sigma projects, fostering a culture of continuous improvement and operational excellence.
Assistant Manager - Transational Quality
WNS
09.2006 - 04.2013
- Conducted quality audits, transaction reviews, and feedback sessions to drive performance improvement.
- Monitored quality metrics, performed root cause analysis, and implemented corrective actions to reduce defects.
- Prepared quality reports and analyzed productivity/error trends to identify improvement opportunities.
- Supported process governance, audit compliance, and maintenance of SOPs and process documentation.
Computer Operator
Solutioneye Technologies Limited
12.2003 - 09.2006
- Managed billing, invoicing, and data entry activities while ensuring accuracy and timely processing.
- Maintained and updated operational records, reports, and business documentation.
- Performed quality checks on documents and data to ensure compliance with organizational standards.
- Assisted in preparing reports and maintaining documentation for business operations.
Education
Bachelor of Arts -
University Of Pune
Pune, India 04.2001 -
Skills
- Transactional Quality Management & Quality Governance
- ISO 9001:2015 QMS & Audit Management
- Lean Six Sigma Black Belt, Green Belt & Yellow Belt
- Continuous Improvement & Process Excellence
- DMAIC, RCA & CAPA Implementation
- Operational Excellence & Risk Management
- SLA, KPI & Performance Management
- Data Analytics, Reporting & Trend Analysis
- Client & Stakeholder Relationship Management
- Team Leadership, Coaching & Capability Development
- Change Management & Business Transformation
- Training Needs Analysis (TNA) & Workforce Development
Accomplishments
- Live the Value - League of Champion Award
- Excel @ Work - League of Champions Tremendous Award
- Game Changer League of Champion Award
Certification
Lean Six Sigma Black Belt Certified
Timeline
Group Manager - Transactional Quality
WNS
05.2018 - Current
Deputy Manager - Transactional Quality
WNS
05.2013 - 04.2018
Assistant Manager - Transational Quality
WNS
09.2006 - 04.2013
Computer Operator
Solutioneye Technologies Limited
12.2003 - 09.2006
Bachelor of Arts -
University Of Pune
04.2001 -
Professional Training
- Lean Six Sigma Black Belt, Green Belt & Yellow Belt Certified
- ISO 9001:2015 Quality Management System (QMS)
- Root Cause Analysis (RCA)
- Failure Mode and Effects Analysis (FMEA)
- Competency-Based Interviewing (CBI)