Tanmay Kaushik
@tanmaykaushik
Quality assurance leader in healthcare BPO, driving audits, coaching, and process excellence to improve CSAT and compliance.
IndiaWhat I'm looking for
I’m a results-driven Assistant Quality Manager with 6+ years of BPO experience, including healthcare support operations across multiple geographies. I focus on quality frameworks, process excellence, and ensuring compliance with client and regulatory standards.
I lead quality audits and calibration sessions to maintain scoring consistency, then use RCA and FMEA to identify defect trends and drive corrective and preventive actions. I’m hands-on with quality scorecards, SOP updates, and performance dashboards to support data-based decisions.
In my roles, I’ve helped stabilize new operational sites and earned recognition such as “Employee of the Month for 7 consecutive months” and becoming the youngest Trainer, QA and Quality Supervisor of the site. I also bring lean management and process optimization into daily operations to reduce defects and improve operational efficiency.
For continuous improvement, I apply Lean Six Sigma (Yellow Belt) and lean methodology, and I use 7QC tools alongside CAP-PAP analysis with teams across multiple sites. I coach leaders and agents, support client reviews with detailed quality insights, and work on customer journey analysis to close service gaps.
Experience
Work history, roles, and key accomplishments
Assistant Quality Manager
Everise India BPO Services Pvt. Ltd.
Aug 2025 - Mar 2026 (7 months)
Managed healthcare support quality operations across multiple geographies, including quality performance monitoring, internal audits, and compliance activities. Led RCA/FMEA, calibration sessions, and continuous improvement initiatives to enhance CSAT, productivity, and SLA performance.
Acted as Quality Supervisor and led QA teams across Philippines and India, managing multiple premium campaigns and quality metrics. Conducted RCA/FMEA/CAP-PAP using 7QC tools and led action planning through performance reviews and team meetings.
Joined as the first Quality Analyst for a blended process and supported multiple business lines to meet quality targets. Conducted root cause analyses on recurring defects and produced detailed quality metrics reports for senior management.
Trained teams for voice process updates and supported improved customer support performance through coaching and mentoring. Evaluated training effectiveness by tracking participant progress, collecting feedback, and iterating training initiatives.
Education
Degrees, certifications, and relevant coursework
The Maharaja Agrasen Himalayan Garhwal University
Bachelor of Arts (English Honors), English Honors
2022 - 2024
Pursued a BA in English Honors at The Maharaja Agrasen Himalayan Garhwal University from Apr 2022 to Mar 2024.
Govt Model Senior Secondary School, Sector 44
Higher Secondary (10+2), Humanities
2018 - 2019
Completed 10+2 (Humanities) from Govt Model Senior Secondary School, Sector 44, Chandigarh, from Apr 2018 to Mar 2019.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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