SumitKumar Kanoujiya , Senior Quality Analyst

About

I’m a quality analyst with over 5 plus experience in domain such as process engineering, customer service and quality excellence

Experience

TELEPERFOMANCE

Feb 2022 – Present

Mumbai

Quality analyst

The process was new hence my job role was to set up quality process and streamline all the quality process activities ● Make the process understand the quality related activities such as auditing, feedback process, reports, mock calls sessions among many others ● Auditing calls and sharing relevant feedback with agents ● When I joined, the agents were lacking in many call parameters. I bridged the gap using many processes improvement activities ● By implementing the improvement activities, the process SLA started meeting the required scale. Till date all the SLAs are met ● Sharing reports to stakeholders ● Handling team of about 25 agents, auditing, tracking and improving their performance thereby assisting the process in meeting the monthly targets ● Undertook 6 sigma projects after identifying the improvements area during audit process. Defined the problem area, gathered the data from auditing. Analyzed the data to understand the dent in process. Post analyzing, planned improvement activities thereby removing those dents. Controlling the solution implement so that the process is improving continuously ● Training and giving 6 sigma knowledge to new quality agents

accenture

Nov 2017 – Aug 2021

Mumbai

Quality analyst

Part of the process excellence team ● Maintaining SLA set by the client ● Using DMAIC to understand and improve the existing process ● Using OKR and KPI to measure performance of the process as per the client requirements ● Handled teams of around 60 agents ● Performing RCA to get to root cause in the process ● Process mapping to visually see the activities that add values or not ● Time study analysis to know the time taken at component level in the process ● Stakeholders’ interaction regarding business performance and analysis of current performance ● Connect with operations and business excellence team to discuss and plan the improvement needed in business ● Pareto chart used to get the quantitative error analysis ● Providing Six Sigma training to colleagues and developing mindset of continuous improvement in the process ● Identify and drive process improvement initiatives through various Lean and Six Sigma (Green belt projects) ● Maintaining the quality of the process by auditing and making sure the process meets client requirements

Sutherland

Apr 2017 – Oct 2017

Mumbai

Customer service associate

Solving customer query on calls ● Providing floor support ● Worked with FMEA team, identifying areas of failure, documenting it and planning to reduce them, thereby improving the process

Western refrigeration pvt ltd

May 2015 – May 2016

Maharashtra

Process excellence

Set up processes line for component assembly ● Deploying continuous improvement team to implement and monitor the process ● Designing new process using DMADV method to meet customer requirements ● Simulation of new process and deploying it on floor to meet organization requirements ● Used Kaizen and 5S methodology on workstations for better output ● Process mapping the entire floor ● Time study to improve the efficiency of production line ● Stakeholders meet to discuss business development ● Lean training to colleagues to address issues such as waste reduction ● Improving assembly line total time taken to assemble components

Education

Gulabrao deokar college of engineering

Sep 2009 – Jun 2013

Graduation , Mechanical

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SumitKumar Kanoujiya

Senior Quality Analyst

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