Chetan Sharma

About Chetan Sharma

I am a Quality and Process Excellence leader who helps organizations scale without losing control, credibility, or clients.With deep experience in Insurance Back-Office operations (US & CANADA markets) and BPO environments, I work at the intersection of quality, governance, performance management, and client health. My core focus is simple: identify risk early, fix systemic gaps, and build structures that prevent repeat failures.I solve problems that typically surface when organizations grow: • Quality issues repeating despite audits • Client dissatisfaction without clear root causes • Weak accountability across teams and leadership layers • Disconnected data between production, QA, and client feedbackMy approach goes beyond traditional QA. I design and lead end-to-end audit frameworks, root-cause driven CAPA models, Performance Management Systems (PMS), and client risk (RAG) frameworks that bring clarity, ownership, and predictability to operations.I strongly believe quality is not a department—it is a leadership discipline. Sustainable excellence comes from embedding quality into people, processes, and decision-making, not from policing errors.I partner closely with Operations, Sales, L&D, HR, and Technology teams to centralize insights, strengthen governance, and protect long-term client relationships.If your organization is scaling, managing complex client portfolios, or aiming to institutionalize excellence, I bring structure where ambiguity exists—and confidence where risk once lived.

Experience

1. Senior Manager Head Quality & Process Excellence

   FBSPL

   Jan 2024 — Present · Udaipur, IN

   Driving operational governance, quality excellence, and scalable delivery across Insurance, Process & RPO domains.2. Lead Process Excellence, Quality, and Operational Governance for Insurance and RPO portfolios, supporting multi-client, multi-team delivery models3. Improved SLA adherence, audit outcomes, and client satisfaction through structured audits, RCA, and CAPA frameworks4. Designed and implemented best-practice QA and audit mechanisms, reducing repeat errors and improving process stability5. Partner with Operations and Leadership to optimize resource allocation, staffing models, and workload distribution for cost efficiency6. Drive risk identification and mitigation across compliance, data security, and business continuity7. Contribute to strategic planning, automation initiatives, and scalability frameworks to support business growth8. Built escalation and governance protocols to ensure faster issue resolution and stronger client confidence

Education

• University of Rajasthan

  Bachelor of Engineering - BE, Information Technology

• Mohanlal Sukhadia University (MLSU), Udaipur

  Bachelor of Laws - LLB, Law