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Johnita Raval

@johnitaraval

Senior operations and quality leader with over 20 years of experience across healthcare, market research, BPO, and consulting environments.

India

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What I'm looking for

I’m looking for a senior operations & quality role where I can run client-focused delivery, scale quality governance, and drive continuous improvement through Lean Six Sigma—partnering with cross-functional teams to deliver measurable SLA/KPI gains.

Senior operations and quality leader with over 20 years of experience building quality governance, operational excellence and process improvement systems across four sectors: healthcare revenue cycle management (RCM), market research, higher education and consulting. Led a 150+ person delivery organisation serving 30+ client accounts and an annual portfolio of USD 5–6 million, designing the SLA, KPI and governance frameworks that held performance across them. Works through Lean Six Sigma Black Belt (LSSBB) method, using structured root cause analysis, process redesign and control mechanisms to turn operational problems into sustained improvement. Carries the same method into unfamiliar domains and across onshore, offshore and fully remote delivery models.

CORE COMPETENCIES

Operations Strategy & Transformation · Operational Excellence · Quality Governance & Continuous Improvement

Lean Six Sigma / DMAIC · Root Cause Analysis & Corrective Action · Process Optimisation & Workflow Re-engineering

SLA & KPI Design · Performance Management · Client Services & Stakeholder Management · Voice of the Customer (VOC)

Revenue Cycle Management (RCM) · Transition, Migration & Change Management · Capacity Planning & Workforce Allocation

Global Delivery & Remote Team Leadership · Quality Management Systems (QMS) · Audit, Calibration & Capability Building

Experience

Work history, roles, and key accomplishments

Operations & Quality Manager

Medusind Solutions

Jan 2021 - Feb 2026 (5 years 1 month)

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.

Client Services Quality Governance Monitoring Root Cause Analysis Risk Management Transition Management Performance Management

Operations & Quality Manager

Medusind Solutions

Aug 2016 - Mar 2019 (2 years 7 months)

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.

BPO Operations and Strategy Quality Governance Root Cause Analysis Process Redesign Transition Management Workflow Automation

Senior Research Consultant

Macquarie University

Nov 2010 - Jun 2016 (5 years 7 months)

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.

Data Analysis Strategic Insights Executive Reporting Root Cause Analysis Process Mapping Stakeholder Management Data Synthesis

Quality Consultant (QMS)

Exevo Pvt. Ltd.

Jun 2011 - Nov 2012 (1 year 5 months)

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.

Quality Management Systems SOP Development Quality Assessment Root Cause Analysis Fishbone Pareto Analysis Client Reporting

Quality Manager (Research Ops)

McKenna International

Jan 2008 - Oct 2009 (1 year 9 months)

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.

Quality Assurance Data Validation Research Operations Output Integrity Process Compliance Reporting

Senior Project Manager

Styx Infosoft Pvt. Ltd.

Jun 2006 - Dec 2007 (1 year 6 months)

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.

Dashboarding Collections Operations Process Compliance Performance Improvement Transition Management

Quality Manager (Call Centre)

Styx Infosoft Pvt. Ltd.

Jun 2001 - May 2006 (4 years 11 months)

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.

Quality Governance SOPs Quality Audits Training Programs Process Standardization Performance Management