NANDITA
Mumbai,India
Summary
Strategic Quality Assurance Leader with 9 years' experience in managing distributed QA teams and optimising process efficiency within large-scale contact centres. Implemented Six Sigma methodologies and call calibration frameworks, enhancing evaluation accuracy and reducing non-compliance incidents. Expertise in performance coaching and data-driven decision-making, driving significant improvements in agent performance and customer satisfaction.
Overview
4
4
Certification
9
9
years of professional experience
Work History
Delivery Manager
TCS
Mumbai
10.2025 - Current
- Oversee end-to-end delivery operations for client engagements, ensuring SLA adherence, service quality, TAT targets, and regulatory compliance.
- Coordinate cross-functional stakeholders and manage escalations to align delivery activities with business objectives and compliance standards.
- Establish governance, reporting cadence, and risk-mitigation practices to sustain operational excellence and client satisfaction.
- Lead performance management, coaching, and resource planning to optimise capacity, meet SLAs, and improve team productivity.
- Drive process improvements and implement operational dashboards (Power BI) to provide actionable, real-time insights and support continuous improvement.
Quality Assurance Lead
Accenture
Gurugram
10.2021 - 09.2025
- Enhanced compliance across 3 global locations through oversight of quality assurance team.
- Improved call scoring accuracy by 40% by implementing calibration framework controls.
- Cut non-compliance cases by 30% using data-led quality assessments and monitoring.
- Coordinated communication between QA, development, and operational teams to swiftly resolve quality issues.
- Evaluated team performance regularly, offering constructive feedback and personal development plans to enhance skills and motivation.
- Played a pivotal role in critical incident management, leading root cause analysis and implementing corrective actions to prevent recurrence.
- Refined quality assurance objectives to align with organisational goals and market demands.
Quality Analyst
Concentrix
06.2017 - 10.2021
- Owned automated quality feedback system delivering 50% efficiency gains.
- Led quality compliance audits across company and regulatory requirements.
- Analysed 5,000+ customer interactions to drive sustained CSAT improvements.
- Coordinated calibration sessions with clients to ensure consistent evaluation standards.
- Directed 100+ agent training programmes on quality and compliance behaviours.
- Delivered daily, weekly and monthly quality insights to key stakeholders for data-driven decision-making.
- Drove escalation guide development to shorten dispute resolution timelines.
- Implemented peer review framework to enhance quality consistency and accountability among analysts.
- Oversaw repeat complaint reduction initiative, lowering escalations by 20%.
- Managed CRM platform migration to streamline reporting and data control.
- Facilitated training sessions for junior analysts, focusing on quality assurance methodologies.
Education
BCA -
Patna University
Patna01-2017
XII - English
Sahibganj College
Sahibganj01-2014
X - English
St Paul's School
Bhagalpur01-2012
Skills
- Delivery management
- Performance monitoring
- Escalation management
- Resource management
- KPI development
- Process improvement
- Quality Management & Compliance
- Six Sigma
- Auditing & Analysis
- Data analytics
- Customer Experience Enhancement
- Stakeholder coordination
- Performance coaching
- Presentation skills
- TTT Certified
Certification
- Certified Six Sigma Green Belt
- Power BI for Data Analytics
- Advanced Quality Management & Compliance
- Leadership & Process Optimization Training
Languages
English
Hindi
Accomplishments
- Beyond Excellence Award - TCS
- Star of the Quarter - TCS
- Star of the business - Accenture
- Best Quality Award - Verizon Kickoff -Accenture
- Encore Award - Accenture
- Extra Mile Award - Concentrix
- Performer of the month - Concentrix
Timeline
Delivery Manager
TCS
10.2025 - Current
Quality Assurance Lead
Accenture
10.2021 - 09.2025
Quality Analyst
Concentrix
06.2017 - 10.2021
BCA -
Patna University
XII - English
Sahibganj College
X - English
St Paul's School