Binosh Cherian

About Binosh Cherian

As a dedicated Quality Assurance Analyst, I specialize in process optimization and enhancing customer satisfaction through Customer Journey Mapping, Kaizen, and Gemba practices. I have consistently delivered high-impact results by designing and developing process and quality guidelines, ensuring seamless operations and exceptional customer experiences.I lead client escalations, ensuring swift and effective resolution. My ability to map out and optimize the customer journey has directly contributed to improved Customer Satisfaction (CSAT), increased First Contact Resolution (FCR), and reduced contact transfers. By employing Lean Six Sigma methodologies and tools like the fishbone diagram, Pareto analysis, and scatter plots, I perform root cause analysis and design strategic solutions for continuous process improvement.I have spearheaded initiatives to design and implement Quality Guidelines and have led Kaizen projects focused on reducing inefficiencies and enhancing overall quality. My experience extends to developing robust data-driven reporting systems through MS Excel and Power BI, utilizing metrics like standard deviation and VSF to monitor performance variance and inform decision-making.Collaborating cross-functionally, I ensure that both front-line teams and leadership are aligned with process improvement goals, enabling a culture of continuous improvement. With a deep understanding of Customer Journey Mapping, client handling, and process development, I am committed to driving operational excellence and delivering superior outcomes for both clients and businesses.Let’s connect to discuss how my expertise in QA, process design, and continuous improvement can contribute to your organization’s success.

Experience

1. Senior Quality Assurance Specialist

   TP

   Jun 2024 — Present · Jaipur, IN

   Over the years, I have taken on the intricate task of designing and developing process and quality guidelines that serve as the backbone of organizational success. My expertise lies in identifying inefficiencies and creating streamlined, scalable solutions. By utilizing Lean Six Sigma methodologies and tools like fishbone diagrams, Pareto analysis, and scatter plots, I conduct root cause analysis that leads to actionable strategies, ensuring that quality permeates every aspect of the operation.I have a proven track record of managing and resolving complex client escalations, ensuring that high-priority issues are addressed with both speed and precision. My ability to translate technical findings into solutions that resonate with stakeholders, from front-line teams to executives, has allowed me to drive improvements in Customer Satisfaction (CSAT), First Contact Resolution (FCR), and overall service excellence.In my role, I have led Kaizen projects aimed at reducing process inefficiencies and implemented Gemba walks to identify and eliminate root causes directly at the source. Through my leadership in cross-functional collaboration, I have enabled teams to align on quality standards, driving operational performance and ensuring that customer journeys are optimized at every touchpoint.By developing and refining data-driven reporting systems through MS Excel and Power BI, I’ve established the tools necessary for ongoing process monitoring and improvement. My approach to QA is both strategic and holistic—focused not just on identifying flaws but on reshaping systems to deliver consistent excellence.As a Senior QA leader, I am driven by a commitment to continuous improvement and a customer-first mindset. I thrive in high-pressure environments where precision, process, and performance converge to create lasting business impact.

Education

• Amity University Online

  Master of Business Administration - MBA, Business Analytics

• University of Rajasthan

  Bachelor of Commerce - BCom, Statistics