1. Rohaan N Johar
Contact No.: +91 9741352315
E-Mail ID: rohaanjohar@gmail.com
LinkedIn: Rohaan Johar
Services oriented professional aiming for assignments in Quality Assurance / Operations / Auditing / Process
Management & Improvements with a reputed organization
(Preferred Location: Bangalore)
SUMMARY
A competent professional with over 13 years of experience in:
Quality Assurance Quality Control PMO
Operations Management Auditing Process Improvement
• A professional with a proven track record of enhancing processes with implementing controls, managing large teams,
transformations, process reengineering
• Deft in handling the Operations Management and Quality related activities
• Gained exposure in implementing and sustaining stringent quality measures including preparation / maintenance of
necessary documents to ensure compliance with ISO 9000:2008 & ISO 27001:2013 ( Lead Auditor ) standards &
customer requirements
• Operations Management & Black Belt certified
• Transitioned 2 Complaint management processess for a UK Customer service process and managed the Operations
• Successfully executed projects on Six Sigma as below:
• Lean Six Sigma Black Belt Project mentored To Reduce Escalation’s / Onshore Referrals for a Australian leading
bank with hard savings resulting to the tune of USD 307,000
• Lean Six Sigma Black Belt Project to identify possible fraudulent credit card applications for a UK leading bank
and reduce the impending risk with benefits of $384,000
• Business Value Delivered by mentoring a project to reduce the risk of issuing credit cards to existing customers
for a UK leading Bank with savings of $2.76 Million registered
• Automation projects identified and mentored across engagements which resulted in the savings of $350000
across teams – Idea generation and sharing done and liaised with the developer pool to complete the same
NOTABLE ACCOMPLISHMENTS ACROSS THE TENURE
Infosys BPO Limited, Bangalore
• Received the High Performer Incentive for FY’14 & Holiday Bonus award from the CEO
• Handled a 4 week Quality training, coaching and audit program for the Manila DC, Philippines
• Working on training and certification, setting and maintaining Operations management for a team of 100 + agents
with a review, sustenance and Governance process
• Training documentation and Process documentation available and updated
• Reporting on:
 Contractual & Compliance Parameters as Process & Staffing, Governance, ACHT, Utilization & Breaks
 Parameters such as KPI based information, weekly and monthly dashboards, daily updates for
meetings and briefings
• Created a Process Metric – Performance tracker: Helping the floor to identify the bottom performers, coaching
areas and to plan a systematic action plan to enhance the performance across teams
• People Management – Career planning & enhancement actions, KRA setting, monitoring & tracking for
improvement
• Effectively handled a team of complaint analysts for Real time management and resolution
• Responsible for Managing In & Outbound channels of support for UK clients
• Evaluated historical patterns and created, AHT, workload and shrinkage forecasts for the future
• Taking stringent Quality measures including preparation / maintenance of necessary documents to ensure compliance
with standards & company requirements
• Effectively managed QC, QA & worked on PI initiatives

2. • Ensure process guidelines in place – SOP’s, SOW’s, Process & SLA Compliance, Governance audit, Risk
Reporting Quality Assurance and Control – CSAT, FMEA, RCA, EA & CAPA
• BCP review and formulation - Risk assessment, review and mitigation
• Engagement Certification & Lead Internal & External audits – ISO 9001:2008, ISO 15489, ISO 27001:2013
( Lead Auditor )
• Complete SDQ management of the account
• Received appreciation and award as best Team lead and Manager respectively from Senior Management for
Operational & Quality Delivery effectiveness
ORGANIZATIONAL EXPERIENCE
09-Feb-2004 to 06-Jul-2015: Infosys BPO Limited, Bangalore
Growth Path / Key Result Areas:
Since Apr’10:
Senior Quality Manager
• Ensuring:
o Quality Management System compliance to ISO 9001:2008 standards
o Information Security Management System compliance to ISO 27001 standards
o Process streamlining, process re-engineering & program recovery by enhancing current process and providing the
technical/ strategic solutions in improvement
• Point of contact for all External & Internal audits, RCA & CA PA
• Handling quality for voice, non-voice & back office operations across different verticals such as customer service,
credit card, banking, fraud management and insurance claims
• Involved in developing key analysis for understanding the risk in the business and further using it for revamping the
strategy
• Mentoring & handling processes inclusive of identifying potential processes and implementing processes as per the
guidelines for improving operational efficiencies
• Providing training and mentoring on Lean Six Sigma Green Belt & Yellow Belt Accountable for managing process
excellence, corporate quality & transactional quality teams across multiple locations
• Responsible for:
o Establishing statistical process controls on specific parameters for monitoring project performance
o Work on Controls & Compliance aspects for processess end to end
Manager - Operations Management ( Jan’09 – Mar’10 )
• Monitored the operations of the team which supported in scheduling, MIS, SLA monitoring, performance management,
head count planning and capacity planning
• Involved in supporting management with the required data and analyzing for making business decisions based on
processess handled
• Responsible for FTE planning considering attrition, training throughputs, learning curve and providing inputs for
hiring based on forecast of leavers
• Functioned directly with BEF team personnel for validating productivity, assumptions, validating headcount
requirements and subsequent staffing trends
• Coordinated with clients regularly on process plan, scheduling & productivity, reducing the pay outs in terms of
compensation and ensuring performance is uniform across team
• Plan for seat usage and managing inventory during ramp up, ramp down and consolidation
• Accountable for managing billing and delivery of the team, analyze variance with actual; submit action plans for
improvement and track and report status
• Provided assistance to internal and client auditors with all the information required
Deputation / Growth Path: ( Infosys Bpo Limited, Bangalore )
Feb’04 - Aug'04: Customer Service Associate
Aug’04 – Sep’07:Team lead - Customer Service
Oct’07 – Jan’09 : Asst. Manager - Customer Service
PREVIOUS WORK EXPERIENCE
Hi-Tech Arai Limited, Madurai ( Apr’02 – Feb’04)

3. • The company is a Joint venture between Arai Seisakusho Company Limited, Japan and Mitsubishi Corporation, Japan. The
company Supplies & Services most of the Original Equipment Manufacturers of the Automobile Industry in India. The
company specializes in providing sealing solutions to the automotive industry.
Portfolio included:
• New Product Development Enquiry processing
• Co-ordination activity within company, Sample submission & approval of components
• Customer Interaction by visits to their plants, from enquiry receipt to commencement of regular supply
• Discussions with Internal Management to Formulate, Implement & Convey Action plans &/or remedy for the
customer
Clients Handled include - TVS Motor Company, Hosur, Toyota, Bidadi, Mitsuba Sical, Chennai, Royal Enfield,
Chennai, Gabriel Hosur etc.
ACADEMIC DETAILS
2014 Post Graduate Diploma in HRM from Symbiosis, Pune - 64%
2002 M.B.A. ( Marketing) from Mepco Schlenk Engineering College, Madurai – 75.65%
2000 B.E. (Mechanical Engineering) from Mookambigai College of Engineering, Keeranaur– 66.65%
1997 Diploma in mechanical Engineering, Shanmugha Polytechnic, Tanjore– 79.66%
1995 HSC, Campion Boys HSS, Trichy– 70.25%
1993 AISLC, Campion Boys HSS, Trichy– 75.10%
IT SKILLS
o MS Office (Word, Excel & PowerPoint) and Internet Applications
o Minitab
CERTIFICATIONS
• IRCA certified ISO 270001:2013 Lead Auditor
• CS 400 certified in Customer Service Skills
• T 200 certified in E-TOM model – Telecom domain
• Operations Management – Certified Level 3
PERSONAL DETAILS
Date of Birth: 27th
March, 1978
Address: Flat #205, 2nd Floor, Vishwas Paradise,2nd Mn,1st Crs, Vijaya Layout, Arekere, Bangalore 560076
Languages Known: English, Hindi, Tamil and Kannada