Santhoshkumar Goligudde

About Santhoshkumar Goligudde

Certified Six Sigma Black belt Professional –Founder of Innovative Quality measurement system(My organization holds copyright).Passionately working in the BPO Services Industry for 15+ years, starting at e4e Business solutions Pvt ltd ( Currently Concentrix) Apr \'2006. Joined Teleperformance (Then known as Sparsh India) in 2009 and have held leadership roles within Quality function at various roles. Experience in working with leading brands across Industry verticals - Technology, Finance, Banking, Telecom, Insurance, E-commerce, and Retail.Strategic Expertise :•Customer experience management specialist with strong appetite in implementing basics & advanced level of quality management system.•Discovery, Innovation & creativity, Conceptualization, Design, Pilot and Deployment of Digital & non digital Transformation Initiatives.•Expert in Outside-In and Inside-Out Assessments /process audits.•Played a key role in strategic Projects (Transformation & developmental) to deliver business outcomes exceeding targets.(Idea generation & Quality digitization drive)•Practitioner of Agile philosophy – Believe in building Trust in Teams as the key building block behind a successful project.Achievements :•Founder of An innovative quality measurement system to gauge the end to end resolution accuracy & suggest innovative ideas to improve the resolution delivery system.•Certified Six sigma Black belt professional,certification provided by GA services Pvt ltd, member of American society for Quality (Granted 05th Jan 2016,certificate number GA-ASQ-16-003)•Certified Six sigma green belt professional within Teleperformance (Year 2019)•COPC certified Six sigma yellow belt professional (Year 2019)•Have executed /played a key role in 9 six sigma projects till date.•4 times won CEO’/MD level recognition (Pulse,I sparkle ) for driving performance metrics & Once MD’s special recognition for innovation (AIM award in I-Sparkle)•Played a critical role in the hugely successful initiative –on Idea generation across the organization.•Played a key role in Quality digitization drive –An initiative to digitize key quality activities through process automation & applying lean. •Played a key role in ISO audits for the process (ISO 20 K & ISO 2015) designed manual & other process related documents.•Implemented BOT based customer sentiment analytics

Experience

1. Director Quality

   TP

   Nov 2021 — Present · Bengaluru, IN

   o Responsible for governing quality process and to ensure end to end delivery of Quality management system.Achieve quality SLA’s for processes operating out of various locations within India.o Manage client interactions -Performance reviews, Interactions on value additions, process reforms, and innovative initiatives etc.Responsible for undertaking process improvement initiatives including identification of automation opportunities, initiate metric improvement activities/projects (KPI Projects, Automation projects etc).o People management – Internal team improvement initiatives & learning activities, inter departmental interactions & action planning on key focus areas. o To ensure team is complaint on Internal & external audits, Responsible for identifying and fixing key compliance issues in process audits (Internal & external). o Responsible for key deliverables as part of the Quality digitization Index drive & update management on the progress.o Process level analysis and identification of causal factors, Designing Quality SOP’s, other process related documents & Improvement of plan.