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Shantanu Ghosh

@shantanughosh1

Quality Manager in healthcare operations who achieved ISO 9001 certification and reduced record-processing errors by 40%.

India

Message

At AQuity Solutions India Pvt Ltd (IKS Health), I led ISO 9001:2015 implementation and certification for healthcare records operations, achieving zero major nonconformities and 100% audit compliance. I used CAPA and process redesign to reduce record indexing and processing errors by 40%, and Lean improvements to cut turnaround time by 50%.

At Howden Insurance Brokers India Pvt Ltd., I led ISO 9001 implementation across six business functions, achieving certification with zero major audit findings. Earlier, at Netmagic Solutions Pvt LTd., I improved customer SLA compliance from 92% to 99% through KPI dashboards and service governance.

Experience

Work history, roles, and key accomplishments

QA Manager- ITO/BPO

AQuity Solutions India Pvt Ltd (IKS Health)

Apr 2022 - Apr 2025 (3 years)

Led ISO 9001:2015 implementation and certification for healthcare records operations, achieving zero major NCs and 100% audit compliance. Tracked KPIs including QA scores, CSAT, FCR, AHT, and NPS, and reduced record processing errors by 40% through CAPA and process redesign.

ISO 9001 CAPA RCA KPIs CSAT FCR AHT NPS Lean SOP流程设计 HIPAA Internal Audit Risk Management Training

Quality Manager – BPO/ITO

Howden Insurance Brokers India Pvt Ltd.

May 2017 - Apr 2022 (4 years 11 months)

Led ISO 9001 implementation across 6 business functions, achieving successful certification with zero major audit findings. Reduced quotation turnaround time by 40% and increased sales conversion by 15–20% through lead tracking and quality checkpoints.

ISO 9001 SOP流程设计 KPIs SLA PDCA Incident Management Root Cause Analysis Vendor Management Dashboarding

Assistant Manager – IT Services

Netmagic Solutions Pvt Ltd.

Mar 2016 - Mar 2017 (1 year)

Led enterprise-wide ISO 9001:2015 implementation across data center operations, achieving successful certification with zero major NCs. Improved data center service availability to 99.99% and reduced repeat incidents by 40% through RCA and CAPA processes.

ISO 9001 RCA CAPA SOP流程设计 SLA KPIs Vendor Management Risk Management Data Center Operations

Process Associate

Wipro BPS Pvt Ltd.

Oct 2015 - Mar 2016 (5 months)

Served as single point of contact for major incidents and escalations, reporting against quality metrics and SLAs. Conducted process trainings and analyzed MIS reports to check against KPIs.

Incident Management SLA KPIs MIS Training Escalation Management

Freelance Trainer / Entrepreneur

Self Employed

Apr 2013 - Jun 2015 (2 years 2 months)

Assessed training needs and created online training programs, including ITIL courses. Conducted process audits and supported ITIL framework implementation for organizations.

Training ITIL Process Audit Online Learning

Senior Consultant

CapGemini Consulting India Pvt. Ltd.

Jan 2010 - Mar 2013 (3 years 2 months)

Implemented end-to-end changes for SAP, Unix, HP Unix, and Wintel, and drove standardization of non-standard changes. Led transition of projects from Netherlands to Indian offshore unit and provided leadership and training to associates.

SAP Unix HP Unix Wintel Change Management CMDB Project Transition Training Incident Management Problem Management

Change Coordinator

Atos Origin India Pvt Ltd

Apr 2006 - Dec 2010 (4 years 8 months)

Resolved user queries and handled standard, urgent, and emergency changes for SAP projects. Managed E-CAB processes, generated monthly metrics reports, and acted as in-charge for internal auditing.

SAP Change Management E CAB Internal Audit Metrics Reporting Root Cause Analysis

BackOffice Executive

Reliance Infocomm Pvt Ltd.

Oct 2003 - Mar 2006 (2 years 5 months)

Worked as a customer database analyst and maintained customer database for the Reliance mobile collection department. Handled customer queries for Reliance communication mobile customers and generated periodical reports for management.

Customer Databases Customer Service Reporting