Sourav Paul

About Sourav Paul

As a Senior Manager at Cognizant, I lead and manage Quality Assurance, Process excellence, delivery standards, analytics, and RPA for the company\'s insurance clients. I have over 16 years of experience in quality management, operations management, and various client-facing roles in the insurance, healthcare, and IT services domains. I am passionate about working in a challenging and dynamic environment, managing operations, improving process quality, and driving business critical metrics by analyzing data, researching, developing, and streamlining new processes to improve business execution.I am a 6 Sigma BB certified quality, training, and operations management professional with a strong background in customer service, health care, and IT services. I have successfully led and participated in multiple quality improvement projects, 6 Sigma and LSS projects, and global QA calibrations. I have also built and managed a team of 100+ QAs, 6 Quality TLs, and 3 Quality Managers across 6 locations spread across 2 countries. I have a proven record as a problem solver, a change maker, a value creator, and a mentor. I believe in fostering a collaborative environment, while maintaining personal accountability for key business decisions and results.

Experience

1. Senior Manager - Quality Assurance, Process Excellence, Analytics & Rpa

   Cognizant

   Oct 2018 — Present · Hyderabad, IN

   Lead & manage Process Excellence, Quality, Delivery Standards, Analytics & RPA for Cognizant\'s Insurance Clients Lead a team of 100+ QAs, 6 Quality TLs & 3 Quality Managers across 6 locations spread across 2 countries (India & Philippines). Manage Transactional Quality & PE for offices in Hyderabad, Gurgaon, Chennai & Manila. Total span handled 1500+ FTEs Identify & drive to closure Quality Improvement Projects Provide support to the operations whenever required Lead transition of new processes from quality stand point Manage escalations & issues Ensure that the team meets the delivery standards expected by the client w.r.t both the quality and timeliness. Ensure reduction in the occurrence of defects per agreed goals Provide expertise in terms of the auditing process, sample sizes, metrics base lining and measurement system analysis to the clients / customers during new process transition Project/Process Review staffing, scheduling, scoping, sampling and calibration and ensures that these activities are conducted accurately, timely and with adherence to quality standards Lead / supervise defect reduction initiatives / projects Work with operations team to identify any ongoing issues & works towards resolving those. Publishes dashboards to stake-holders post review. Staff quality leads on quality issues & reviews team deliverable on a periodic basis. Lead / supervise continuous process improvement initiatives / projects / People / Team Provide leadership / guidance to the team in meeting their goals & objectives Sets goals and accountability to his/her team & reviews them periodically. He / She revise these goals as appropriate. Identify training needs for DRs & ensure domain/developmental training needs are met Receives guidance from leadership on broad goals and objectives to be achieved. • Executes responsibilities independently related to self & team (direct/indirect) with periodic review of results and metrics.

Education

• The University of Burdwan

  Bachelor of Commerce (B.COM), Accounting, Economics and Finance

  2000 — 2003

• DAV Schools Network

  10th, Secondary School Certificate, All school level subjects. English, Bengali, Science, Social Science & Mathematics

  1986 — 1998

• Bidhan Chandra Institution, Durgapur

  12th, Senior Secondary Certificate, Finance, Accounts, English, Bengali, Business Organization, Business Maths & Economics

  1998 — 2000

Skills

• Analysis
• Leadership
• Software Quality Assurance
• Service-Level Agreements (Sla)
• Program Management
• Six Sigma
• Quality Auditing
• Team Management
• Outsourcing
• Service Delivery
• Technical Support
• Business Analysis
• Crm
• Employee Training
• Team Leadership
• Customer Relationship Management (Crm)
• Training Delivery
• Process Improvement
• Transition Management
• Business Process Outsourcing (Bpo)
• Comunication Coach
• IT Service Management
• Change Management
• Quality Management
• Incident Management
• Project Management
• Business Process Improvement
• Process Management
• Training
• Quality Assurance
• Bpo
• Strategy
• Global Client Management
• Sla
• Soft Skills
• Business Process
• Management
• Vendor Management