Senior Manager - Quality at WNS
India
- Current
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- Senior Manager - Quality at WNS Global Services Pvt. Ltd.
- Past
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- Manager - Quality at Infosys BPO
- Manager - Service Excellence at Standard Chartered Scope International
- Quality – Team Leader at SerWizSol Ltd
- Quality Agent / Senior Technical Support Associate at E3R Info Systems
- Technical Support Associate at WIPRO SPECTRAMIND
- Computer Design and Administrator at THE HARBOUR SOCIETY
- Technical Customer Service Engineer at AL YOUSUF COMPUTERS
- Education
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- Birla Institute of Technology and Science
- Manonmaniam Sundaranar University
- New Indian Model School
- New Indian Model School
- Recommended
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2 people have recommended Clancy - Connections
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39
connections
- Industry
- Outsourcing/Offshoring
- Websites
Clancy Thomas’s Summary
Bachelors in Electronics and Communication Engineering with an ASQ certified Six Sigma Black Belt combined with 10 years in the BPO, ITES, Telecom and Banking Industry.
Clancy Thomas’s Specialties:
ASQ Certified Six Sigma Black Belt
Currently undergoing training in PMP (Project Management Professional)
Clancy Thomas’s Experience
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Senior Manager - Quality
WNS Global Services Pvt. Ltd.
(Outsourcing/Offshoring industry)
October 2009 — Present (5 months)
Quality Improvement and Control role with Six Sigma.
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Manager - Quality
Infosys BPO
(Public Company; INFY; Outsourcing/Offshoring industry)
August 2007 — October 2009 (2 years 3 months)
Managing Operational Quality along with Process Improvement.
Handling a team of 17 QEs, who are engaged in QA, QC and PI. -
Manager - Service Excellence
Standard Chartered Scope International
(Public Company; 10,001 or more employees; Outsourcing/Offshoring industry)
August 2006 — August 2007 (1 year 1 month)
•Identify, scope and implement process improvement projects throughout the Bank.(3-5 projects annually)
•Provide Quality Methodology and project management expertise to deliver projects within cost, schedule and scope.
•Provide leadership as a coach and mentor to Project Leaders and Process Owners on the use of quality methodologies and tools.
•Ensure that qualitative and financial project benefits are identified, accurately tracked and reported as scheduled and within plan.
•Continually measure and assess the cost of poor quality through complaints analysis.
•Customer Satisfaction surveys, SLA compliance reports and any other source of information deemed necessary.
•Prioritize projects in terms of financial costs/benefits and assess these through measurable financial gains
•Identification, scoping and prioritization of Process Improvement Projects to ensure the optimum financial gain for the Bank. -
Quality – Team Leader
SerWizSol Ltd
(Privately Held; 1001-5000 employees; Outsourcing/Offshoring industry)
May 2004 — August 2006 (2 years 4 months)
•Improving overall quality of service and increasing customer delight levels
•Audit and provide feedback of the Quality Executive’s monitored calls and check for variances.
•Monitoring & Evaluation of Calls and Analyzing calls to identify the root cause of deviation.
•Conducting calibration sessions with Internal Operations and External Clients.
•Conducting briefing and feedback session on a one to one and team wise basis.
•Preparing report and Agent performance charts and presenting the same to the corporate and the management.
•Conducting appraisals for Individual Quality Executives.
•Conducting new-hire induction programme for Quality Awareness.
•Working with the Ops & Training team and takes responsibility for offering the customers the highest functional quality services.
•Developing comprehensive solutions, defining policies, standards, guidelines and processes based on industries best practices adhering to prescribed standards -
Quality Agent / Senior Technical Support Associate
E3R Info Systems
(Privately Held; 501-1000 employees; Outsourcing/Offshoring industry)
January 2004 — May 2004 (5 months)
•Customer satisfaction is the key responsibility
•Providing Technical Support for all Desktop, Laptop Computer and all related peripherals (scanner, printer, mp3 players, digital camera)
•Providing support for Customer on their Computer on the network, Peer to Peer, Wireless Networking, LAN etc.
Promoted to the post of Quality Agent from February on the basis of performance,
•Auditing Calls of all the agents on the floor
•Providing Technical Support and assistance to Agents on calls.
•Preparing reports and coordinating with the clients.
•Making presentation and feedback sessions for issues that need immediate attention. -
Technical Support Associate
WIPRO SPECTRAMIND
(Privately Held; 1001-5000 employees; Outsourcing/Offshoring industry)
February 2003 — December 2003 (11 months)
•Customer satisfaction is the key responsibility
•Providing Technical support to customers of Dell computer.
•Answering the queries over the telephone and troubleshooting the computer over the same by walking the customer through steps of troubleshooting.
•Meeting the CPMs (Critical Performances Matrices) laid down by the client and adhering to the needs of the clients.
•Keeping up-to-date with the changes occurring in the computer industry.
oProviding support and assistance in solving Technical and Customer related issues to the Associates.
oManaging and catering to the smooth flow of the team by proper distribution of the Break and Aux modes.
oMaking team report of the weekly parameters and scores set by the Client.
oProviding the team with updates that the Client provides, which improves the overall knowledge of the Tech.
oProviding each Associate with the forecast of their scores for the week from their current scores. -
Computer Design and Administrator
THE HARBOUR SOCIETY
(Non-Profit; 51-200 employees; Non-Profit Organization Management industry)
March 2001 — January 2003 (1 year 11 months)
•Leading a Team.
•Major Design of various Handbills, Drafts, Brochures, Newsletters, Posters and advertising the same.
•Computer hardware and software maintenance and update
•Packages used are CorelDraw 9 & 10; Adobe Photoshop 6, Illustrator, PageMaker, Distiller etc. -
Technical Customer Service Engineer
AL YOUSUF COMPUTERS
(Privately Held; 501-1000 employees; Computer Hardware industry)
February 2000 — November 2000 (10 months)
•Involved in the Technical Support for Customer Service, with active involvement with various machines.
•Active member in the Customer Support Team.
•Involved in Hardware Assembling and troubleshooting of Personal Computer; Hardware & Software oriented trouble shooting Multimedia, Modem and Faxmodem card installation.
Clancy Thomas’s Education
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Birla Institute of Technology and Science
MS , Quality Management , 2009 — 2011 (expected)
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Manonmaniam Sundaranar University
BE , Electronics and Communication , 1996 — 2000
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New Indian Model School
Pre Degree , English, Physics, Maths, Chemistry, Biology , 1966 — 1995
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New Indian Model School
SSLC , English, Physics, Chemistry, Maths, Biology , 1983 — 1993
- Activities and Societies:
- Quiz Competition
Basketball team
Additional Information
Clancy Thomas’s Websites:
Clancy Thomas’s Interests:
Six Sigma Black Belt Project Management Total Quality Management
Clancy Thomas’s Groups:
ASQ - American Society for Quality
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American Society for Quality
Clancy Thomas’s Honors:
ASQ Certified Six Sigma Black Belt
Clancy Thomas’s Contact Settings
Interested In:
- career opportunities
- new ventures
- job inquiries
- expertise requests
