Remya Panicker is seeking a quality-focused position that allows her to utilize her knowledge and experience. She has over 10 years of experience in business process outsourcing and telecom industries, holding roles such as Assistant Manager of Quality, Team Lead Quality, and Quality Analyst. Her experience includes managing quality teams, ensuring quality targets are met, analyzing data, and providing training. She has a Bachelor's degree in Commerce and additional qualifications in aviation.

1. Remya Panicker
Permanent Address:
308 Vishwamitridham Flats Email:remyashashi87@gmail.com
Vishwamiti , Manjalpur Contact: (+91) 7575803150
Manjalpur, Vadodara- 390011 D.O.B: 29/12/1987
CAREER OBJECTIVES
Seeking a Quality environment where my knowledge and experience can be shared
and enriched. I am currently looking for a position in industry that will challenge my
skills and provide room for growth and advancement contributing to the best of my
abilities.
PROFILE SUMMARY
• Involved in large customer oriented processes with technical and functional
aspects, Great deal of commercial and operational involvement in the processes
along with technical know how of the products.
• Actively involved in Performance Monitoring, Quality, Product training, Team
Management & motivation, Reporting, Maintaining & managing overall SLA’s.
• Responsible for giving critical RCA’s and observations to Operations team based
on internal & external monitoring done on Call Quality Legend. Also responsible
for the smooth and timely Implementation of Action plans decided by
Operations and doing an impact analysis on the same.
• Create strategies that helps enhance customer satisfaction and quality at a site
level across all lines of business
• Maintaining Quality Compliance by conducting ISO audits for the site.
Educational Qualification
• Bachelors in Commerce from Maharaja Sayajirao University in March-2008,
Vadodara.
• HSC from Gujarat Board in the year of March 2005
• SSC from Gujarat Board in the Year of March 2003
• 1Year Diploma in Aviation from “ Frankfinn Institute of Airhostess Training”

2. PERSONAL INFORMATION:
Gender : Female
Marital Status : Married
Dependents at Present : None
Nationality : Indian
Date of Birth : 29/12/1987
WORK & TRAINING EXPERIENCE SUMMARY:
SKILL SETS:
• Excellent Training and management skills. Good with Product, Process,
Systems, Soft skills and effective feedback.
• Quality Control and Management.
• Quick learning capabilities and engrossing them with fluent and efficient
explanation helps me to emerge as an effective manager.
• Good with report generating applications
Management Training’s
 Team Handling
 Stress Management
 Time management
 Handling negative feed back / How to give feedback
 Appraisal systems
 Effective Coaching
Work Experience:
1) Organization: Kochar
Industry: BPO / Telecom
Period: 7th
Jan 2016 – Till Date
Date Employer Designation Industry
7th
Jan 2016 to till
date
Kochar Tech
Asst.Manager –
Quality & Process
Excellence
Business Processing
Outsourcing / Telecom
1st
Dec 14 – 30th
Sep 2015
ESMS,
Vadodara
Asst.Manager –
Quality & Process
Excellence
Business Processing
Outsourcing / Telecom
April ’08 – Nov
‘14
Aditya Birla
Minacs,
Vadodara
Team Lead Quality
Business Processing
Outsourcing / Telecom

3. Designation: Asst Manager – Quality
Profile:
Asst.Manager – Quality (7th
Jan 2016 to till date)
• Manage Quality Team consisting of 15 team members.
• Ensure meeting target for both monitorings & Feedback
• Review performance on Quality team and actions initiated by the team that
helps enhance associate performance.
• Create strategies that helps enhance customer satisfaction and quality at a site
level across all lines of business
• To ensure that all actionable of client satisfaction / commitments are
implemented
• Responsible to achieve Call Quality Targets and CSAT
• Deep Dive reviews on CSAT execution, action plan’s with Operations Managers
& Process heads.
• Ensure roll outs of training & quality workshops for team members & self
• Focus on E-Learning modules & internal training certifications
• Manage Rewards and recognition
2) Organization: ESMS
Industry: BPO / Telecom
Period: 1st
Dec 2014 – 30th
Sep 2015
Designation: Asst Manager – Quality
Process: Reliance Process
Profile:
Asst.Manager – Quality (1st
Dec ‘14– 30th
Sep 2015)
• Manage Quality Team consisting of 15 team members.
• Ensure meeting target for both monitorings & Feedback
• Review performance on Quality team and actions initiated by the team that
helps enhance associate performance.
• Create strategies that helps enhance customer satisfaction and quality at a site
level across all lines of business
• To ensure that all actionable of client satisfaction / commitments are
implemented
• Responsible to achieve Call Quality Targets and CSAT
• Deep Dive reviews on CSAT execution, action plan’s with Operations Managers
& Process heads.
• Ensure roll outs of training & quality workshops for team members & self
• Focus on E-Learning modules & internal training certifications

4. • Manage Rewards and recognition
3) Organization: Aditya Birla Minacs ( Idea Process)
Period: April 2008 – November 2014
Designation: Team Lead - Quality
Profile:
• Promoted as a Quality Analyst with in 5 months in same process & then after
promoted as Team Leader- Quality.
• Maintaining quality reports such as daily quality report, MIS, MBR/QBR deck.
• Data Analysis.
• Client Interactions
• Team of 20 QAs, barging 2 calls per week (Super Audits) and giving feedbacks
on their Variance if any.
• Handling Quality for Videocon Process (OB)
• Conducting DDD for supervisors on daily basis.
• Conduct quality related training and increase awareness of quality issues
• Conducting Soft Skill and Quality Sessions and Final Graduation of Training
batch.
• Working with Operations and Quality to recognize areas of improvement
reviewing the progress
• Recognizing the low performers in the team and scheduling process refresher
trainings for them.
• Taking Soft Skills and Quality training, call monitoring & giving feedback to
agents.
• Call Listening sessions on weekly basis with Client.
Warm Regards,
Remya Panicker
7575803150