Johnita Raval

Owned client engagement governance including quarterly business reviews, SLA dashboards, and escalation management to support retention. Scaled enterprise quality governance frameworks (validation checkpoints and real-time monitoring) and led DMAIC-driven operational improvements.

Directed end-to-end BPO service delivery across global client accounts, ensuring 99%+ SLA and KPI adherence. Led 50+ cross-functional Operations and Quality teams, and redesigned workflows using Lean Six Sigma (DMAIC) to reduce errors and turnaround time.

Conducted structured secondary research on public policy, governance, and global industry trends, translating complex datasets into actionable insights for senior stakeholders. Developed executive-grade analytical reports and frameworks and applied root-cause analysis and process mapping to support advisory needs.

Designed and implemented Quality Management Systems including SOPs, training programs, calibration protocols, and evaluation frameworks. Standardized quality assessment methods across delivery teams and used RCA tools (Fishbone, 5-Why, Pareto) to drive corrective actions and improvement plans.

Managed quality assurance across research operations, including data collection, validation, and output integrity. Standardized operational workflows and collaborated with clients to align quality processes with business requirements.

Managed collections operations with a focus on performance improvement and process compliance. Built MIS dashboards to improve reporting accuracy and coordinated process transitions aligned to client requirements.

Established quality governance for multi-location call centre/BPO delivery, including SOPs, monitoring systems, audit processes, and training programs. Conducted performance audits and calibration sessions to ensure adherence to quality standards and support process standardization across domestic and offshore teams.

Earned a Bachelor of Commerce from Gujarat University.