# Shantanu Ghosh

Shantanu Ghosh is a remote worker on Himalayas, QA Manager- ITO/BPO at AQuity Solutions India Pvt Ltd (IKS Health), based in India.

Source: https://himalayas.app/@shantanughosh1

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

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 140k+ INR |
| Job categories | Quality Manager, QA Manager, Process Excellence Manager |
| Skills | Quality Assurance, Quality Control, Quality Management Systems, ISO 9001, Regulatory Compliance, Internal Audit, External Audits, CAPA, Root Cause Analysis, Risk Management, Process Improvement, Lean, KPI Management, SLA Management, CSAT |

## About

```text
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

### QA Manager- ITO/BPO

AQuity Solutions India Pvt Ltd (IKS Health). Apr 2022 - Apr 2025

```text
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.
```

Skills: 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

```text
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.
```

Skills: 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

```text
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.
```

Skills: 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

```text
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.
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Skills: Incident-Management, SLA, KPIs, MIS, Training, Escalation-Management

### Freelance Trainer / Entrepreneur

Self Employed. Apr 2013 - Jun 2015

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

Skills: Training, ITIL, Process-Audit, Online-Learning

### Senior Consultant

CapGemini Consulting India Pvt. Ltd.. Jan 2010 - Mar 2013

```text
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.
```

Skills: 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

```text
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.
```

Skills: SAP, Change-Management, E-CAB, Internal-Audit, Metrics-Reporting, Root-Cause-Analysis

### BackOffice Executive

Reliance Infocomm Pvt Ltd.. Oct 2003 - Mar 2006

```text
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.
```

Skills: Customer-Databases, Customer-Service, Reporting

### Programmer

Atcom Technologies Pvt. Ltd. Aug 2000 - Sep 2003

```text
Developed ASP programmed websites for Atcom Weighing scales and Atcom MLM concept.
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Skills: ASP, Web-Development

### Associate Engineer(Technical)

Patni Computer Systems Ltd. Aug 1999 - Aug 2000

```text
Worked as an Oracle programmer for GE Data warehouse project and as a C & Unix programmer.
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Skills: Oracle, C, Unix, Data-Warehouse

## Education

### Birla Institute of Technology, Mesra

Master of Science, Information Science

```text
Completed a Master of Science in Information Science from BIT Mesra, Ranchi in 1999.
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### St. Xavier's College, Ranchi

Bachelor of Science, Mathematics

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Completed a Bachelor of Science with Honours in Mathematics from St. Xavier's College, Ranchi in 1996.
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### DAV Jawahar Vidya Mandir, Ranchi

12th, General

```text
Completed 12th grade from DAV Jawahar Vidya Mandir, Ranchi in 1993.
```

## Tech stack

- Oracle
- C
- SAP

To contact Shantanu, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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