Sovik Bhattacharjee
Kolkata
Summary
A seasoned professional with expertise in Six Sigma Black Belt methodologies, team management, and quality assurance. Demonstrates proficiency in data interpretation, Power BI, and advanced Excel to drive process optimisation and business intelligence. Skilled in strategic planning, change management, and cross-functional team leadership to enhance performance monitoring and regulatory compliance. Adept at client relationship management and negotiation skills, fostering continuous improvement and cost reduction initiatives. Utilises AI tools for quality management to support data-driven decision-making and risk management strategies. Committed to leveraging automation knowledge for efficiency gains while maintaining attention to detail in quality oversight.
Overview
9
9
years of professional experience
Work History
Sr Manager Training & Quality
Cogent Eservices Ltd
Gurugram
09.2024 - Current
- Ensuring Quality target to be met as per RnP Standpoint for a leading UPI service provider.
- Ensuring Training Batches to be delivered on time with agreed throughput.
- Ensuring proper hiring to be done in TnQ within given budget to ensure role ratio is met from TnQ standpoint.
- Business Intelligence Sharing, running improvement projects basis business requirements from time to time.
- Ensuring compliance & hygiene parameters are met. This includes establishment, execution & closure of CAPA for noncompliance.
- As HOD of Training & Quality, responsible for employee learning, attrition management of OJT, Supervising day to day business transactional deliverables (BQ Management, PKT, SKT, Briefing dissemination), appraisal, grievance handling, client escalation management.
- Participating various clients reviews on Daily, Weekly, Monthly & Quarterly basis.
- Responsible for governance of Training & Quality team.
- Responsible for Insurance selling compliance, issuance cum revenue generation with minimizing escalation & leakage.
- Key Performance Indices: Quality Score : Need to meet Quality score as it is a part of RnP matrices.
- Compliance & Revenue Leakage (For Insurance Issuance, Training Throughput & Marchant Retention): Need to meet the defined target as it is part of RnP.
- Insurance Issuance: Need to meet the monthly revenue target as decided month on month.
- Led strategic planning sessions to define company vision and operational strategies, aligning team efforts with corporate objectives.
- Conducted performance evaluations, identifying areas for improvement and implementing bespoke training programmes.
- Led change management initiatives, guiding teams through transitions with minimal disruption and maintaining high performance levels.
- Fostered a positive work environment, championing diversity and inclusion initiatives that improved team morale and performance.
- End to end responsible for completion of sales into revenue. Being head of Quality, closing of sales comes under my kitty
Manager Quality
Teleperformance
Jaipur
02.2024 - 07.2024
- Monitored staff performance and developed improvement plans.
- Developed and delivered comprehensive training programmes, improving team skills and performance.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
- Conducted performance reviews, identifying areas for development and rewarding high achievers.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
- Recruited and hired staff for organisational vacancies and enforced consistent policies across workforce.
- Coordinated strategic plans for administrative services management and optimisation to best use available resources.
- Oversaw compliance with regulatory standards, passing all inspections without any violations.
- Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions.
Manager Process Excellence
Startek
Kolkata
04.2022 - 10.2023
- Monitored staff performance and developed improvement plans.
- Developed and delivered comprehensive training programmes, improving team skills and performance.
- Conducted performance reviews, identifying areas for development and rewarding high achievers.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
- Optimised workforce scheduling, balancing team workload to prevent burnout and maintain morale.
- Recruited and hired staff for organisational vacancies and enforced consistent policies across workforce.
- Set up business contracts, obtained signatures and processed paperwork.
- Fostered strong relationships with key clients, resulting in a 25% increase in repeat business.
- Modelled business processes to identify strengths, weaknesses and opportunities for improvement.
- Prepared statements detailing operational detail and key performance indicators.
- Orchestrated the launch of three major projects, delivering each under budget and ahead of schedule.
Assistant Manager Process Excellence
Teleperformance
Chandigarh
03.2017 - 03.2022
- Joined as a communication trainer
- Promoted to product & process trainer within 6 months.
- Delivered training basis Kirkpatrick & ADDIE model
- Promoted as Assistant Manager- Process excellence due to strong knowledge on quality.
- Delivered multiple project successfully, using DMAIC methodology within timeline.
Education
MBA - HR major & Finance Minor
Sikkim Manipal University
01.2012
B.Sc - Applied Mathematics
University of Calcutta
01.2010
AISSE -
01.2007
ISCE -
01.2005
Skills
- Six Sigma Black Belt
- Team management
- Quality oversight and compliance
- Training delivery
- Negotiation skills
- Diplomatic communication
- Attention to detail
- Data interpretation
- Power BI and advanced Excel proficiency
- Automation knowledge
- AI tools for quality management
- Quality assurance
- Performance evaluation
- Regulatory compliance
- Process optimization
- Business intelligence
- Change management
- Team leadership
- Client relationship management
- Strategic planning
- Employee engagement
- Continuous improvement
- Data analysis
- Risk management
- Cost reduction and efficiency
- Decision-Making expertise
- Data-driven decision-making
- Project Management
- Strategic thinking
- Customer relationship building
- Cross-functional team leadership
- Performance monitoring
- Customer relationship management
- Process improvement knowledge
- Cross-functional communication
- Business performance management
- Data analytics
Accomplishments
- Appreciation From Apollo247 Clients, Received appreciation from clients for maintaining healthy insurance issuance, keeping escalation below 1% consecutively for 2025-02, 2025-03, 2025-04, 2025-05
- Completion of Authorized Verifier Licence, Got certified as Authorized Verifier from IRDAI on 2025-02
- Application From Startek / Myntra, For successfully concluding 2 Green Belt Project, to improve I-sat, introducing DMADV project for customer segment stratification & enhancing revenue by margin X
- Appreciation From US Satellite Radio Service Provider, Received appreciation in 2021 for completing green belt project & reduce 'Level Of Effort' by 28% margin
Custom Section
Senior Manager - Training & Quality, BFSI, Customer Service, Sales, Retention & Compliance Management, 2024-09-01, present, Dealing with 2 clients based in Gurgaon, Noida, Bangalore & Hyderabad, with 900+ FTE's, Ensuring Quality target to be met as per RnP Standpoint for a leading UPI service provider., Ensuring Training Batches to be delivered on time with agreed throughput, Ensuring proper hiring to be done in TnQ within given budget to ensure role ratio is met from TnQ standpoint, Business Intelligence Sharing, running improvement projects basis business requirements from time to time, Ensuring compliance & hygiene parameters are met. This includes establishment, execution & closure of CAPA for noncompliance., As HOD of Training & Quality, responsible for employee learning, attrition management of OJT, Supervising day to day business transactional deliverables (BQ Management, PKT, SKT, Briefing dissemination), appraisal, grievance handling, client escalation management, Participating various clients reviews on Daily, Weekly, Monthly & Quarterly basis., Responsible for governance of Training & Quality team., Responsible for Insurance selling compliance, issuance cum revenue generation with minimizing escalation & leakage., Quality Score: Need to meet Quality score as it is a part of RnP matrices, Compliance & Revenue Leakage (For Insurance Issuance, Training Throughput & Marchant Retention): Need to meet the defined target as it is part of RnP, Insurance Issuance: Need to meet the monthly revenue target as decided month on month
Hobbies and Interests
- Air Pistol Shooting
- Chess
Timeline
Sr Manager Training & Quality
Cogent Eservices Ltd
09.2024 - Current
Manager Quality
Teleperformance
02.2024 - 07.2024
Manager Process Excellence
Startek
04.2022 - 10.2023
Assistant Manager Process Excellence
Teleperformance
03.2017 - 03.2022
MBA - HR major & Finance Minor
Sikkim Manipal University
B.Sc - Applied Mathematics
University of Calcutta