Sr Manager Training & Quality
Concentrix
08.2023 - 08.2025
Hi, I’m
Saranjeet Manchanda
Brampton,Canada
Summary
Dynamic quality assurance professional with over 18 years of experience in people management, process improvement, and client management across EMEA, UAE, UK, US, and Canada. Expertise in ensuring regulatory compliance and FMEA while managing back office operations for diverse sectors including banking, content moderation, telecommunications, e-commerce, and transport. Certified Six Sigma Green Belt with a proven track record in designing and implementing innovative processes that enhance operational efficiency. Skilled in leveraging AI tools to drive process excellence and establish robust quality frameworks, complemented by strong problem-solving abilities and exceptional communication skills.
Work History
Concentrix
Sr Manager Training & Quality
08.2023 - 08.2025
Job overview
- Handling 4 teams of 2 Managers, 7 Assistant Managers & 65 Trainers & QAs
- Managing Client Servicing from Training, Quality & Compliance for 4 reputed clients from US & Canada market, UAE & EMEA market
- Identifying operational/training issues and integrate AI into work processes, decision-making, or problem-solving to enhance customer journey or advisor effort
- Provides subject matter expertise to businesses on process improvement opportunities & initiatives along with its smooth implementation
- Addressed day to day process related clarifications for the business by liaising on with different stakeholders like compliance, policies & procedures team and even with business itself through root cause analysis
- Developed training materials to improve onboarding efficiency for new hires.
- Collaborated with cross-functional teams to streamline product feedback processes.
- Maximized profitability by negotiating favorable contracts with suppliers, reducing production costs without sacrificing quality.
Teleperformance
Director - Quality Assurance
05.2019 - 07.2023
Job overview
- Handling 8 teams of 2 Sr Managers, 3 Manager, 7 AMs and 143 QAs
- Managing Client Servicing from Quality for 8 reputed clients from US & Canada market, BR Market & BNBD market
- Identifying process excellence opportunities and introducing AI powered tools or automating workflows with AI driven insights and implementing tools which were also Pilot launch int he industry
- Six sigma projects to improve KPIs with a financial impact
- Addressed day to day process related clarifications for the business by liaising on with different stakeholders like compliance, policies & procedures team and even with business itself through root cause analysis
- Provides subject matter expertise to businesses on process improvement opportunities & initiatives along with its smooth implementation
American Express
Band 30 for CFN EMEA Corporate
11.2011 - 04.2018
Job overview
- Handled a team of 9 Quality Analysts, monitoring work for different EMEA portfolios and JAPA portfolio through Regulatory and Accuracy guidelines
- Identified operational/ training issues and handled the same via communiqués, conference calls, Escalation management along with managing issues escalated from customer service department
- Responsible for reporting performance of CCP’s on Quality and HOC/ Regulatory errors and also by assisting them through input / insight to key drivers on errors in weekly/ monthly feedback sessions
- Addressed day to day process related clarifications for the business by liaising on with different stakeholders like compliance, policies & procedures team and even with business itself through root cause analysis
- Provides subject matter expertise to businesses on process improvement opportunities & initiatives along with its smooth implementation
- Accountable for overall team’s performance and deliverables
Alcor International
Manager
12.2009 - 10.2011
Job overview
- Managed the team of 25-30 executives
- Optimized staffing to ensure maximum productivity
- Responsible for day to day functioning/ administrative work / reporting and MIS
- Initiated process improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance products and services
- Responsible for Compliance of all Processes & Policies
- Strengthen the Team by providing effective Leadership, Performance Management & timely Coaching & Feedback
- Managed the interaction of the team on a timely basis
Federal Express Corporation
Territory Manager
07.2008 - 11.2009
Bertelsmann Services
Sr. Business Associate
08.2007 - 02.2008
Vertex India Ltd.
Business Associate
04.2005 - 07.2007
Education
Delhi University
B. Com
01.2008
Oxford Senior Secondary SchoolNew Delhi
Xth
01.2002
Skills
- Operational efficiency enhancement
- Lean and Six Sigma proficiency
- Identification and integration of AI tools
- Efficiency in workflow automation
- Collaborative strategic planning
- Skilled in data-driven decision making
- Creation and execution of innovative workflows
- Facilitating new process transitions
- Developing quality assurance framework
- People management
- Continuous process refinement
- Continuous process optimization
- Client relationship management
- Cross-functional collaboration
Accomplishments
- Awarded for Leadership excellence for changing the client sentiment from red to green within 6 months along with getting ramp of 2 programs
- Multiple accolades in the previous organization for Process Improvement, QAAS, Six Sigma Projects and Financial gains
- Got a new business to be migrated within a year to manage with a headcount of 300
- Got another global client migration within another 4 months with a headcount of 350
- Started with 1 client (4 LOBs) for Gurgaon and Mohali and within 2 years started managing 6 clients (23 LOBs) for Gurgaon, Mohali & Indore
- Successfully closed 4 Six Sigma Project recently with the benefit of Euros 1.7M
- Other 3 Six Sigma Projects closed within a span of a year
- Have been a part of numerous projects & Transformation projects
- Have been awarded for bringing transformational changes and CTR Reductions in Maintenance EMEA
- Have been recognized for streamlining Knowledge Base
Languages
English
Full Professional
Hindi
Limited Working
Punjabi
Limited Working
Certification
- Leadership training from Teleperformance & American Express
- Green Belt Six Sigma Certified from KPMG
- BEST Certification from Teleperformance
- Basic Course in Air Travel, Fares and Ticketing from YMCA
Personal Information
- Title: Senior Level Professional
- Date of Birth: 1987-01-27
Multiple Leadership Excellence & Revenue Generation Awards
Have completed 6 Six Sigma projects in Teleperformance with the financial impact of $1.3M
Rewarded for improvement on NPS, Repeat rate & AHT
Leadership Excellence award for highest BEST compliant scores Pan India for the complete portfolio
Timeline
Director - Quality Assurance
Teleperformance
05.2019 - 07.2023
Band 30 for CFN EMEA Corporate
American Express
11.2011 - 04.2018
Manager
Alcor International
12.2009 - 10.2011
Territory Manager
Federal Express Corporation
07.2008 - 11.2009
Sr. Business Associate
Bertelsmann Services
08.2007 - 02.2008
Business Associate
Vertex India Ltd.
04.2005 - 07.2007
Oxford Senior Secondary School
Xth
Delhi University
B. Com