Vijaya More
Pune
Summary
Dynamic and results-driven Quality and Operations manager with over 15 years of experience in managing cross-functional teams, process transitions, risk mitigation, and quality assurance in BPO, Financial services, Healthcare Analytics and Risk Assessment environments. Proven track record of driving operational excellence, enhancing customer experience, and optimizing performance through data-driven decisions. Adept at stakeholder engagement, SLA management, and team development across onshore and offshore models.
Overview
3
3
Languages
1
1
Certification
21
21
years of professional experience
Work History
Assistant Manager - Quality
Cotiviti India Pvt. Ltd.
Pune
03.2025 - Current
- Lead process improvement initiatives across multiple business lines, mentoring Green Belt and Yellow Belt Six Sigma projects.
- Delivered strategic quality projects with measurable business impact, resulting in annual savings of $480,000 through streamlined workflows and error reduction.
- Provided end-to-end training support to cross-functional teams, boosting problem-solving skills and quality ownership.
- SME for Lean Six Sigma practices, guiding teams on DMAIC methodology and root cause analysis for continuous improvement.
- Key Achievements:
- Reduced invoice error rate by 25% within a year through improved quality checks and reporting.
- Led a transformation initiative that saved 15% in resource allocation costs.
- Implemented advanced and user friendly reporting structure with increased visibility at all functional levels and reduced dependency on information
- Creation of SQP defining scope, purpose, frequency of audits and other quality department activities and reporting frequency
- Identify process improvement ideas through frequent brain storming at all designations and creating an environment of driving excellence by fostering a collaborative culture and increased accountability
- Created a search engine acting as common and reliable knowledge platform for process related queries enabling lesser dependencies and quick completion of task assigned
- Perform the UAT tests for application development, track the performance over a period of time and provide feedback for the tests performed
- Review the Quality benchmarks frequently for all the LOB, revise the audit structure as per the project performance and utilize the QA/ operations resources through proper training’s
Senior Quality Assurance Lead
Cotiviti India Pvt. Ltd.
Pune
08.2019 - 02.2025
- Lead quality operations for over 220 employees across three major healthcare audit projects.
- Manage a team of Quality Analysts to ensure audit accuracy, identify incorrect payments, and drive corrective action plans.
- Review and analyze audit reports, recommending improvement plans to stakeholders and ensuring compliance with quality frameworks.
- Collaborate with training and transition teams for content updates, post-go-live tracking, and continuous learning.
- Drive business continuity (BCM), transformation initiatives, and people engagement programs.
- Key contributor to MIS reporting, process mapping, and process improvement using DMAIC methodology.
Team Leader
BNY Mellon India Pvt. Ltd.
Pune
09.2015 - 05.2019
- Supervised a team managing corporate trust operations including payment setups, MTN settlements, and rollover scheduling.
- Coordinated with Euroclear and Clearstream for timely non-payment resolutions.
- Oversaw allocation and processing of payment instructions in multiple currencies.
- Investigated Operational Risk Events (ORE) and closed process gaps.
- Handled hiring, training, performance reviews, and business continuity planning (BCP).
- Key Achievements:
- Successfully transitioned high-risk payment processes with zero client escalations.
- Recognized for high SLA adherence and effective issue resolution. Completed automation projects which did enable to generate reports for daily work execution without minimal manual intervention
Team Leader | Quality Analyst | Customer Service Associate
Wipro Ltd.
Pune
01.2006 - 09.2015
- Delivered end-to-end support across quality assurance, customer service, and process improvements.
- Provided cross-training to team members to improve workload balance during peak periods.
- Created and implemented new quality checklists and volume trackers to monitor daily performance.
- Played a key role in transitioning British Telecom processes and received the "Blue Ribbon" project recognition.
- Achievements:
- Awarded "Best QA of the Quarter" consistently for the year 2012-2013.
- Reduction in QA errors significantly through coaching and training sessions and increased interaction
Education
Bachelor of Commerce -
University of Pune
Pune, IndiaSkills
- Quality & Compliance Management
- Process Transition & Transformation
- Performance Management (PIP/KPIs)
- Risk Mitigation & Audit Support
- SLA & TAT Adherence
- Stakeholder Engagement
- Leadership & Training
- DMAIC & Process Improvement
- Process Optimisation
- Driving automation
Certification
- Lean Six Sigma Black Belt, 09/01/24
- Project Management Professional Certification (Pursuing)
Languages
- English
- Hindi
- Marathi
Languages
English
First Language
Hin
Proficient
C2
Marathi
Proficient
C2
Timeline
Assistant Manager - Quality
Cotiviti India Pvt. Ltd.
03.2025 - Current
Senior Quality Assurance Lead
Cotiviti India Pvt. Ltd.
08.2019 - 02.2025
Team Leader
BNY Mellon India Pvt. Ltd.
09.2015 - 05.2019
Team Leader | Quality Analyst | Customer Service Associate
Wipro Ltd.
01.2006 - 09.2015
Bachelor of Commerce -
University of Pune