Suraj Bhardwaj

About Suraj Bhardwaj

Lean Six Sigma Green Belt Certified Quality Professional with over 9+ year record of…

Experience

1. Assistant Quality Manager

   WNS

   Jan 2024 — Present

   Managing Quality function for line of businesses Risk Operations & User Operations,Internal Stakeholder management to ensure timely delivery and calibrated efforts towards process improvement, Preparing and presenting performance reviews for External Stakeholders with insights and recommendations,Overall performance management for a team of lead associate quality by ensuring efficient delivery of key responsibilities and BAUs,Ensuring to drive and achieve the process matrices like CSAT, Compliance, Critical Error Rate, Quality Scores.Ensuring the authenticity of the audits performed by conducting the Internal Calibrations and Audit the auditor.Managing the Calibrations with Internal Stakeholders and client.Performance management of bottom quartile agents by providing them with continuous error sharing session, focused monitoring and coaching.Maintaining the regular attendance and least attrition by ensuring a healthy work environment and self-motivated team. Responsible for the learning of quality team by regular coaching sessions on relevant themes Responsible for end to end new QA onboarding and close loop QA certification.Work as a bridge between Internal Stakeholders by conducting necessary meetings to ensure any fulfillment of requirement.

Education

• Rajasthan Technical University, Kota

  Bachelor of Technology - BTech

  2009 — 2013