Brijith S

Mobile: UAE +971 58 147 9545

Mobile: INDIA +91 888 400 1800
E-mail:brijithsanand@gmail.com

Sound Understanding of Business, Customer requirements,

Strengths
and various business processes of service industry.
Highly focused and process oriented. 12+ years of experience
12 years’ experience in Transaction
Good documentation, process monitoring, numerical skills, Quality & Training
ability to plan and work under pressure. Excellent Customer Service Skills
Strong domain knowledge in business process outsourcing, Strong Verbal & Written
client requirement and deliverable. Communications skills
People Management & Leadership Skills
Strong client facing and communication skills.
Commitment to service excellence
Expert knowledge on transaction quality and
training management.
Experience on practical methods to track and improve
the process through well planned action plans.
Conducted internal ISO audits, Risk & Compliance audits and FMEA audits.
Conducted and managed Proactive Fraud Control Audits.

Qualifications & Experience

BSc Physics –St. Thomas College, Ranny- Mahatma Gandhi University, Kerala (1997 -2000)
AISSE, CBSE, Chennai Board – Sainik School, Kazhakoottam, Trivandrum, Kerala (1995- 1997)
Six Sigma Green Belt Certified – ISI Bangalore (Dec 2008)

Organization Process Vertical

Aegis Reliance Jio Telecommunication
Ajio e-Commerce
Concentrix/IBM Daksh Transaction Quality Centre Multiple Accounts –
of Excellence (TQ SPOC for Bangalore & Pune) Banking, Healthcare,
HR Delivery,
Telecommunication, Utility (Australian Energy- Electricity.

Westpac Bank Australian Banking

HDFC Life Life Insurance
Maruti Insurance Automobile Insurance
Maruti Sales Automobile Sales
Axis Bank Retail Bank
United Phosphorous Ltd Agro
Sutherland Hewlett Packard Technical Support- Printers
United Online Internet Service Provider
Wipro AT&T Wireless Telecommunication
Hewlett Packard Technical Support- Printers

Aegis (Aug 2016 – Nov 2016)- Bangalore

 Quality Manager(Customer Experience) - Transaction Quality

Manage the Customer Experience for domestic Telecom process and e-Commerce process (AJio)
Setting up the Customer Experience framework for Reliance Jio and AJio process.
Managing the delivery of Quality matrix as per agreed SLA for all the processes.
Conduct internal ISO audits, Risk & Compliance audits and FMEA audits. VOC analysis.
Liaising with stakeholders and counterparts Onshore for information & CSAT performance
Responsible for developing and implementing quality management procedures and systems
Design / Update & Approve departmental procedures and work instruction manuals
To provide actionable data to various internal support groups as and when needed
Drive retention and control on financial impact KRAs. Provide feedbacks to the team leaders and managers
Prepare and analyse internal and external quality reports and managing the staff reviews
Participate in Concentrix Best Practice sharing initiatives
Manage trainers and heir development, drive quality on contacts whilst contributing to contact quality and process
improvements.
Work with Capacity planning teams and local WFM team, Operations, and Recruitment team to plan training
schedules. Participate in maintaining and improving recruiting processes

Concentrix (Mar 2014 - Oct 2015)- Bangalore

Manager – Training & Transaction Quality

 Manage the Training and Transaction Quality of an Australian Mortgage Banking Process.
 Managing the delivery of Quality matrix as per agreed SLA for all the processes with the help of QTLs
 To participate in customer and client listening programs and identifies their expectations and needs
 Liaising with stakeholders and counterparts Onshore for information & CSAT performance
 Exceeding Internal & External client’s expectations
 Responsible for developing and implementing quality management procedures and systems
 Ownership of driving Quality policy of the organization
 Design / Update & Approve departmental procedures and work instruction manuals
 To provide actionable data to various internal support groups as and when needed
 Designing the Business Objectives for the Quality Department keeping the Business Vision in perspective
 Drive retention and control on financial impact KRAs
 To use quality monitoring data management system for compiling and tracking performances at team and
individual levels
 To provide feedbacks to the team leaders and managers
 To prepare and analyze internal and external quality reports and managing the staff reviews
 Participate in Concentrix Best Practice sharing initiatives
 Run improvement projects
 Manage trainers and heir development, drive quality on contacts whilst contributing to contact quality and
process improvements.
 Leading a team of training managers and trainers through various learning initiatives via new hire training,
cross-training, continuous learning, and e-learning environments.
 Manage all new candidates while in training, from New Hire Orientation until Graduation, as well as the
training team.
 Develop trainers to ensure effective training, improve training materials by working with Knowledge
Management and drive continuous learning by sharing and tracking account level updates and training
courses while also identifying local areas of opportunity with Training.
 Work with Capacity planning teams and local WFM team, Operations, and Recruitment team to plan training
schedules.
 Participate in maintaining and improving recruiting processes.
 Build strong relationships with Knowledge Management in Australia to drive the development of robust
training processes to ensure a training experience that prepares employees for production.
 Manage a team of trainers and develop them to deliver consistent, effective, fun, peculiar, and memorable
classes to new hires and existing employees alike; achieved through live class observation, feedback collection
 from trainees, and other methods.
 Manage all interim process trainers, observe performance on their roles & responsibilities, and provide
regular feedback, subject to business requirement.
 Review training performance, trainee and trainer performance and all New Hire reviews, including making
decisions to graduate or not.
 Provide clear insight into training performance drivers and the levers which impact new-hire performance.
Deploy NASCOM recommended training recommendations as per government regulations and ensure
compliance and governance.

` IBM Daksh (Sep 2011 - Sep 2013) – Bangalore

Quality Manager - Transaction Quality Centre of Excellence &
Operations Manager – Project Office.

 Manage the Transaction Quality Center of Excellence team.

Conduct internal ISO audits, Risk & Compliance audits., FMEA audits and Proactive Fraud Control Audits.
 QA Standardization and Risk project set up to identify, measure the current stage, set up controls to mitigate potential
Risk & Fraud.
 Creation of standard controls for all possible risk and fraud identified across different accounts globally.
 Coordinated with focal from different accounts to implement the recommended controls and report out to the status
of implementation and challenges to the Leadership team.
 Coordinated with Transition, Solutions, Business Controls, HR and IT team for ongoing governance and handover of
project completion.
 QA Effort optimization and Best Practice sharing at Manila, Costa Rica and India. Created value streams for the
activities performed by quality teams.
 Created standard documents on essential QA activities like Calibration process, Review the reviewer process, Quality
monitoring process, Monitoring escalation process and Coaching & Feedback process.
 Created and defined Maturity Model stages for Transactional Quality activities.
 Manage the project office of CI F&A and SCM team. Track and report out the Playbook attendance of the CI team.
Track and report out the utilization and billing of CI resources in F&A and SCM.

Sutherland Global Services (Nov 2005 to Aug 2011)

Deputy Manager- Quality, India Quality team.
Managed the India quality team across Chennai & Cochin for Customer service & Technical Support - Voice and Email).
 Managed a team of 1 assistant manager, 2 QTLs, 2 Functional Specialists, 10 quality analysts and 55 FMEA auditors.
Conduct internal ISO audits, Risk & Compliance audits., FMEA audits and Proactive Fraud Control Audits.
 Directly responsible for process quality across India support for the program.
 Deliver and execute training need analysis. Overlook calibration process.
 Process level compliance check, FMEA audits and Customer Satisfaction.
 Client interaction on a daily basis to discuss process gaps and policy redefinitions.
 Conduct internal and external quality reviews weekly, monthly and quarterly.
 Corporate complaint analysis and discussions with client on a weekly basis.

Wipro Spectramind (Aug 2004 to Nov 2005)

Customer Support Associate
Direct interaction with customers from US to help identify and
 resolve the customer’s billing concern and needs within the set business parameters of the client.
 Deliver business as required by clients both process wise and customer’s perspective wise.

Personal Details

Nationality : Indian
Date of Birth : 13th Jan 1980
Marital Status : Single
Languages : English, Hindi & Malayalam