Y Vohra

Hirottam Borah
10 years experience in Quality Management and Process Excellence in BPO/ITES (Voice and Transactional Process). Six Sigma Back Belt certified.
EXPERIENCE SUMMARY

Process RE-Engineering, Process Improvement, DMAIC approach and Application Development.

Successful completion of Six Sigma Black Belt Projects for Transactional Process and Green Belt Projects for Insurance, Telecom, HR, Retail and KYC Process

Drive continuous improvement culture through training, co-ordination and implementation of principles of Lean/Six Sigma in day-to-day operations in KPO/BPO

Work closely with Operation teams to obtain input of diverse views, facilitate generation of ideas, analyze operational risks (FMEA), extend support in managing client escalations (RCA) and work across traditional functional boundaries to mitigate risks and establish common goals to deliver value to the business

? Act as a Change Agent and work closely with Operation, Transition, Training, On-site
teams and clients to optimize Quality, Efficiency, Cost and Customer Value in
multiple client engagements

Develop metrics that provide data for process management and indicators for future improvement opportunities through Lean Six Sigma Methodologies.

Produce new process improvement techniques and services.

Implementing Automated Dashboards.

Conduct gap analysis and recommend improvement strategies.

Identify the present problems / issues with current customer management processes.

Successful completion of 24 Green Belt
10 Black Belt Projects
Reduce the cost of Quality by 30% for Procurement (F&A Process),yield a savings of $50K (DMAIC Black Belt Project)
Reduce 4 FTEs from Procurement (Supplier Quality process) which leads a savings of $12K per annum
Reduce the AHT for Inbound customer care process
Achieve the External Quality 98% of an AP(F&A Process)
Achieve the Quality accuracy of 96% for Customer Query Email Process.

Training

Imparted 50 Hours training in Six Sigma Back Belt
Imparted training for ISO 9001
Imparted Training for Sig Sigma Green Belt, Yellow Belt