VISHAL H TANNA
Kalyan,Maharashtra
Summary
Professional with strong background in quality management, ready to drive improvements and ensure high standards. Skilled in process optimization, compliance, and issue resolution. Known for fostering team collaboration and adapting to changing needs. Effective in delivering results through strategic planning and consistent implementation.
Overview
19
19
years of professional experience
2
2
years of post-secondary education
4
4
Languages
Work History
Sr. Quality Lead
Equentis Wealth Advisory Private Limited
Lower Parel - Mumbai
05.2022 - Current
- Promoted teamwork and collaboration within the Quality team, leading to increased productivity and overall job satisfaction.
- Lead team of quality to ensure consistent adherence to industry standards and company policies.
- Improved product quality by implementing strict quality control measures and conducting regular inspections.
- Collaborated with cross-functional teams to address root causes of quality issues, resulting in improved processes and products.
- Developed quality policies, procedures, and work instructions tailored to the specific needs of the organization.
- Reduced customer complaints by identifying areas for improvement and initiating corrective actions.
- Streamlined documentation processes to ensure accuracy, consistency, and compliance with regulatory requirements.
- Prepared reports to dispense information for product teams and compile information supporting long-term company development and success.
Sr. Quality Analyst
Whitehat Jr. Pvt Ltd
Mumbai
10.2020 - 04.2022
- Streamlined quality assurance processes through the development of comprehensive test plans and checklists.
- Improved product quality by implementing rigorous testing protocols and identifying areas for improvement.
- Enhanced customer satisfaction by conducting root cause analyses and implementing corrective actions for reported issues.
- Conducted regular audits of internal processes, identifying opportunities to enhance overall product quality and consistency.
- Analyzed quality and performance data to support operational decision-making.
- Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
- Reported problems and concerns to management.
Quality Team Leader
Scootsy Logistics Pvt Ltd
Thane, Mumbai
03.2019 - 08.2020
- Team Allocation and categorization
- Handling end to end analytics works
- Develop resource plans and plans for possibilities
- Monitor, analyses performance, identify trends and make recommendations to improve the performance of the team Coordinate between departments like IT, HR, training, facilities etc
- To address the needs of the team
- Categories the team in different groups and ensuring the Quality % target is met
- Regular team Meeting - Setting goals and expectations
- Resolve quality and people issues affecting targets, coordinating with support functions
- Maintaining Feedback tracker for TNI/TNA
- Maintaining CAP tracker for process improvement & TNI/TNA
- Manage escalation of high-quality queries effectively
- Monitoring the entire process, recommending changes to enhance the same
- Calibration with internal and external team
- Key Responsible Areas of previous organizations: -
- Regular interactions with the clients & internal stake holders to ensure the queries are closed before the agreed time-lines & maintaining their performance on Daily/Monthly/Quarterly basis
- Categorize the clients in different groups and ensuring the Quality % target is met
- Regular team Meeting - Setting goals and expectations
- Monitor, analyses performance, identify trends and make recommendations to improve the performance of the team
- Resolve quality and people issues affecting targets, coordinating with support functions and escalating as appropriate
- Manage escalation of high-quality queries effectively
- Ensure team adherence to client process requirements, security procedures, data protection legislation & HR principles
- Analyzing risk involved and taking necessary steps to mitigate them
- Conducting random audits to check for any quality issues
- Monitoring the entire process, recommending changes to enhance the same
- Coordinating with clients to ease out obstacles in day to day operations related to the respective product
- Responsible for Monthly and Quarterly process reviews & Rewards and recognition
- Responsible for addressing agent performance or behavioral issues in line with company policy to ensure teams are meeting the requirements
- Identify and lead Process Improvements across the Program
- Name Of the company : Paddle Point.
- Collaborated with cross-functional teams to drive continuous improvement initiatives in the production environment.
Sr. Quality Analyst
Paddel Point BPO Pvt Ltd
Thane Mumbai
08.2014 - 02.2019
- Attend MBR (Monthly Business Review) in absence of quality leader
- Coordinate with clients and understand the new update and issue in process and create the action plan for the same to streamline the process
- Work with process excellence team to improve the process and meet SLA
- Escalation of complaints, suggestions and feedback to the concern department
- Providing solutions to customer complaints
- Audit the number of calls given by the client on a daily basis
- Record feedback and to let the Customer service rep know about his/her areas of improvements
- Attend call calibrations
- Sending daily reports to clients, operations
- Sharing recommendations with the clients for continuous process improvement
- Achievements:
- I was an active part of the Cash Effectiveness project for our process enabling to get the cash realization from 48% to 93% and sustain above 90 % for over a Year
- Currently also part of process escalation team to improve the process flow.
Quality Analyst
Intelenet Global Pvt Ltd
Thane, Mumbai
05.2010 - 07.2014
- Escalation of complaints, suggestions and feedback to the concern department
- Providing solutions to customer complaints
- Audit the number of calls given by the client on a daily basis
- Record feedback and to let the Customer service rep know about his/hers areas of improvements
- Attend call calibrations
- Closely work with red bucket representative to improve their performance
- Achievements:
- Awarded for best out of the box idea for the year 2012-13 _______________________________________________________________
- Name Of the company : Fidelity National Information Services
Team Member
Fedility Information Services
Mumbai
02.2007 - 08.2008
- Activating, deactivations and migration of customer from one billing system to another
- Completion of work within the SLA as per client requirement
- Escalation of complaints, suggestions and feedback to the concern department.
Customer Care Executive
Reliance Infostreams Pvt. Ltd
Navi Mumbai
12.2005 - 12.2006
- Making outbound calls to inform the customer about the status of their complaints& applications
- Providing solutions to customer complaints
- Managing card control as per customer’s request
- Escalation of complaints, suggestions and feedback to the concern department.
Education
SSC -
R.S.G.K.R School
MumbaiHSC -
K.M.AgrawalCollege
Mumbai 04.2000 - 03.2001
T.Y.B.Com - Commerce
K.M.Agrawal College
Mumbai 04.2003 - 03.2004
Skills
- Team work
- Good Communication skills
- Quality planning
- Quality management
- Quality metrics
Accomplishments
- Active part of the Cash Effectiveness project for our process enabling to get the cash realization from 48% to 93% and sustain above 90 % for over a Year.
- Awarded for best out of the box idea for the year 2012-13.
Personal Information
- Date of Birth: 01/22/86
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Coursework
Diploma in Office Automation, Well Versed with M.S Office, Power Point, Well Versed in Interaction of Internet
Timeline
Sr. Quality Lead
Equentis Wealth Advisory Private Limited
05.2022 - Current
Sr. Quality Analyst
Whitehat Jr. Pvt Ltd
10.2020 - 04.2022
Quality Team Leader
Scootsy Logistics Pvt Ltd
03.2019 - 08.2020
Sr. Quality Analyst
Paddel Point BPO Pvt Ltd
08.2014 - 02.2019
Quality Analyst
Intelenet Global Pvt Ltd
05.2010 - 07.2014
Team Member
Fedility Information Services
02.2007 - 08.2008
Customer Care Executive
Reliance Infostreams Pvt. Ltd
12.2005 - 12.2006
T.Y.B.Com - Commerce
K.M.Agrawal College
04.2003 - 03.2004
HSC -
K.M.AgrawalCollege
04.2000 - 03.2001
SSC -
R.S.G.K.R School
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