Indumathi Jaganathan
Sharjah, United Arab Emirates
Summary
Licensed Continuous Quality Improvement Practitioner with over ten years of experience working in various industries to ensure the highest quality outcomes possible with organizational and functional growth. Adept in providing suggestions and solutions to improve and enhance productivity.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Quality Consultant
Innova Education FZC
09.2023 - 03.2024
- Improved product quality by implementing and monitoring rigorous quality control processes.
- Enhanced customer satisfaction through timely resolution of complaints and implementation of corrective actions.
- Streamlined the auditing process for better efficiency and thoroughness in identifying areas for improvement.
- Developed training programs to enhance employees'' understanding of quality standards and expectations.
Quality Manager
Nielsen Sports India Private Ltd
08.2022 - 09.2023
- Technically supervise team of 10+ highly skilled QA, Trainer
- Spearheaded establishment of teams responsible for quality assurance data collection, corrective action and internal audit validation and verification
- Designed and implemented process level audit program, reducing internal identification and traceability quality issues
- Developed and Deployed Process Improvement Road map programs
- Developed and implemented quality control measures that led to 87% reduction in data validation defects
- High level process mapping for linear and complex projects
- Deploy and practice process documentation and process improvements
- Developed and monitored KPIs to ensure that goals and objectives were met for quality function
- Custodian of driving process improvements, developing and maintaining process documents, implementing, and structuring change management and incident management systems
- Facilitation of Trainer the Trainer Program
- Conducted detailed root cause analysis for customer complaints and identified corrective actions to resolve recurring issues.
- Conducted thorough audits to ensure adherence to industry standards and regulatory requirements, maintaining compliance consistently.
Quality Analyst
Opsio SE
06.2021 - 07.2022
- Developed and maintained quality metrics for tracking and measuring product performance
- Conducted comprehensive inspections of manufacturing processes and identified areas for improvement, resulting in increased efficiency
- Performed risk assessments to identify and mitigate potential quality issues
- Primary facilitator for external audits.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
Quality Analyst
GE Healthcare
09.2018 - 06.2020
- Collaborated with cross functional teams to identify and resolve quality issues, resulting in a 18.23% improvement in product reliability
- Developed and maintained quality metrics for tracking and measuring product performance
- Developed processes to track and report on quality metrics, allowing for quick and informed decision making by management
- Conducted comprehensive CMMI based inspections of manufacturing processes, identified areas for improvement, resulting in increased efficiency
- Performed risk assessments to identify and mitigate potential quality issues
- Technically supervise team of 63 highly skilled Engineers for Supply chain management
- Primary Lead for Environment Health and Safety drives, Kaizen, Six Sigma Campaigns which is major KPI.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
- Evaluated vendor performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
Assistant Manager- Training & Quality
Crest Eduscore
10.2017 - 05.2018
- Coached and mentored sales employees to help them reach their full potential, resulting in a 27% increase in productivity
- Managed a team of 25 employees, setting goals and delegating tasks to ensure that deadlines were met
- Developed and monitored KPIs to ensure that goals and objectives were met on time and within budget
- Assisted in the training of new custodians and provided guidance to ensure quality standards were met
- Developed training materials and conducted training sessions for customer service staff, resulting in improved customer service quality.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Associate Manager - Call Quality
Indegene India Private Ltd
06.2016 - 09.2017
- Developed a comprehensive quality assurance program that ensured all deliverables met the highest standards of quality
- Implemented quality control measures to ensure product quality standards were met
- Developed and implemented project quality standards that ensured the highest level of quality for the final product
- Established a system of quality control measures that improved service quality by 31%
- Custodian of process documentation and ISO 9001 audit management.
- Optimized workflow processes to reduce bottlenecks and increase overall effectiveness.
- Improved client satisfaction by consistently delivering high-quality work on schedule.
Senior Quality Analyst
Hinduja Global Services Private Ltd
06.2014 - 01.2016
- Created a system for tracking and analyzing quality metrics, allowing for rapid identification and resolution of issues
- Implemented a risk-based approach to quality assurance that identified and addressed potential issues before they occurred
- Trained and mentored junior quality analysts on best practices, resulting in improved product quality
- Developed a system for tracking and monitoring product performance, resulting in a 7.2% improvement in customer satisfaction.
- Improved product quality by implementing rigorous testing protocols and identifying areas for improvement.
- Conducted regular audits of internal processes, identifying opportunities to enhance overall product quality and consistency.
- Analyzed defect trends to identify recurring issues, proactively addressing underlying causes before they impacted end-users or production timelines.
- Managed Quality Analyst team effectively, setting clear expectations and providing guidance on achieving desired outcomes related to product performance metrics.
Quality Advisor
Convergys India Private Ltd
02.2009 - 10.2013
- Audit calls and share feedback
- Suggest implementation of metrics
- Provide technical support through different channel calls, chat, email
- Responsible for achieving AHT & Quality metrics.
- Reduced defects and non-conformances by conducting thorough root cause analyses.
- Facilitated communication between departments, fostering a collaborative environment focused on maintaining high-quality standards across all operations.
Education
Bachelor of Science - Computer Science
Jawahar Science College, Affiliated to University of Madras
06.1995
Skills
- ISO/CMMI Standards Implementation
- Internal Process Audit Management
- Process Documentation & Governance
- Change Management
- Performance Management
- Training Management
- Six Sigma Methodologies
- Non-compliance Assessments
- Risk Management
- High Level Process Mapping
Certification
- 08/01/23, CQI IRCA (The British Standards Institution), PCQI (CQI Member ID: 6141180)
- 05/01/22, 05/01/27, The British Standards Institution, India, ISO/IEC 27001:2013 Information Security Management Systems Lead Auditor
- 11/01/20, Udemy, Six Sigma Black Belt
- 03/01/18, Intellipaat, Scrum Master
- 03/01/16, SimpliLearn, Six Sigma Green Belt
Reward Recognition
- 03/01/19, 04/01/20, GE Healthcare, Rookie Award Winner QA program
- 10/01/16, 04/01/17, Indegene India Private Ltd, Best Performer - Quality
- 04/01/15, 10/01/15, Hinduja Global Services India Private Ltd, Best Performer - CSAT
- 04/01/12, 03/01/13, Convergys India Private Ltd, Rookie Award Winner of the year 2012
Timeline
Quality Consultant
Innova Education FZC
09.2023 - 03.2024
Quality Manager
Nielsen Sports India Private Ltd
08.2022 - 09.2023
Quality Analyst
Opsio SE
06.2021 - 07.2022
Quality Analyst
GE Healthcare
09.2018 - 06.2020
Assistant Manager- Training & Quality
Crest Eduscore
10.2017 - 05.2018
Associate Manager - Call Quality
Indegene India Private Ltd
06.2016 - 09.2017
Senior Quality Analyst
Hinduja Global Services Private Ltd
06.2014 - 01.2016
Quality Advisor
Convergys India Private Ltd
02.2009 - 10.2013
Bachelor of Science - Computer Science
Jawahar Science College, Affiliated to University of Madras
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