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Mayank A. — Senior BPO Quality and Operations Manager from India

Mayank A.

Senior BPO Quality and Operations Manager

India 6+ years
Open to offersNew to Platform
Languages
EnglishHindi
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About

Mayank A. is a seasoned Quality & Operations Leader with over 18 years of experience in the global BPO and Shared Services sectors across the US, APAC, and India. Having led multi-million dollar transitions, including six successful international projects for industries such as healthcare, insurance, real estate, trading, and EV infrastructure, Mayank has consistently delivered operational excellence and customer satisfaction improvements. Certified in Lean Six Sigma Black Belt, Google Data Analytics, and IBM Generative AI, Mayank has implemented digital quality frameworks, driven automation-led savings, and deployed analytics-driven insights using tools like SQL, Python, Power BI, and Tableau. With a track record of managing large-scale teams, optimizing KPIs, and supporting executive decision-making through data visualization and compliance governance, Mayank blends process excellence with AI-centric strategies to generate measurable business impact.

Experience

  • Co-Founder & Managing Partner

    Shakuntalam Associates · 2022 — Present
    Oversaw business operations spanning real estate, trading, and EV infra during a family leadership transition, managing vendor relations, client engagement, and ensuring operational stability while pursuing upskilling in AI, Data Analytics, and Automation.

  • Senior Manager

    CP Sign · 2021 — 2021
    Directed operations for over 750 FTEs across various verticals, implementing lean audits and KPI realignment to address SLA adherence, and introduced real-time coaching dashboards to support improvements in CSAT and client retention.

  • Manager – Quality & PMO

    HCL Technologies · 2019 — 2021
    Managed Lean Six Sigma initiatives, conducted client SLA audits, and performed Agile tracking using Jira and Confluence, driving automation-led process enhancements and KPI improvements in healthcare and insurance domains.

  • Associate Manager – Quality

    DXC Technology · 2017 — 2018
    Facilitated Six Sigma projects and transition management to enhance CSAT and reduce error rates, while designing audit frameworks and compliance governance for insurance sector clients.

  • Quality & Compliance Associate

    American CyberSystem · 2015 — 2017
    Developed an ISO certification quality framework and provided analytics-driven insights, alongside creating executive dashboards to inform leadership decisions.

  • Assistant Manager – Quality

    Bliss Healthcare · 2014 — 2015
    Oversaw medical billing quality and training initiatives, and collaborated with clients to align processes and compliance standards.

  • Senior Quality Expert

    Fiserv · 2008 — 2013
    Coordinated global client transitions, drove process reengineering efforts, and led multiple Six Sigma projects, focusing on training and innovation within the organization.

  • Team Coach / Sr. CCE

    iEnergizer / Intouch / Dehradun Public School · 2003 — 2008
    Held positions specializing in customer service, providing coaching and training as part of early career development.

Skills & Expertise

AI and Data ScienceProject ManagementComplianceBusiness Intelligence AnalystQuality Assurance

Education

  • MBA – Production & Operations, Information Technology
    Institution not specified
  • BCom
    Institution not specified