Candidate

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First Name: Anita Thomas
E-Mail Address: thomas.1983anita@gmail.com
Country: India
Phone: 7658878863
Current Job Designation: Quality Manager
Job Designation Applying For: Quality Manager
Total Years of Experience: 13
Copy your Resume / CV in this box: ANITA THOMAS
Zirakpur 140603 | +917658878863 | thomas.1983anita@gmail.com |
https://bold.pro/my/anita-thomas-241126023006| https://www.linkedin.com/in/anitathomas1983

Dynamic and results-driven professional with over two decades of progressive experience in quality management, learning & development, and customer-centric operations across domestic and international markets. Known for spearheading impactful training programs, enhancing compliance frameworks, and driving cross-functional efficiency. Adept at strategic thinking, stakeholder engagement, and digital transformation initiatives. Armed with deep technical expertise, Six Sigma credentials, and a strong foundation in data analytics, I consistently deliver measurable outcomes that align with business goals. Ready to challenge the status quo and build future-forward, high-performance teams.

EDUCATION
Bachelor of Arts: Hindi | Allahabad University
first division Diploma in software development | NIIT
• 2004
Diploma in Web designing | CREATIONS
• 2003 Diploma in graphical designing | CREATIONS
• 2003
EXPERIENCE

Learning and Development Manager | Discover Kerala Holidays | New Delhi, DL
Oct 2024 - May 2025
Implemented data-driven evaluation metrics to monitor training effectiveness, achieving a 35% improvement in post- training performance metrics and enhancing overall team productivity by 20%.
Implemented feedback loops and continuous improvement strategies, reducing onboarding cycle duration from an average of 30 to 18 days, thereby boosting team readiness and operational efficiency.
Orchestrated the development and deployment of comprehensive training programs across 15 departments, resulting in a 40% increase in employee engagement scores and boosting overall skill proficiency by 30%.
Conducted comprehensive assessments of departmental processes, uncovering key bottlenecks and skill gaps, which informed targeted interventions that reduced onboarding time by 25% for new hires.

Manager – Quality and Training | Cogent E Services | Gurugram, HR
Aug 2023 - Jun 2024
Cultivated a high engagement improving environment through tailored career development workshops, boosting employee satisfaction survey scores related to professional growth opportunities by 30%.
Developed and launched a centralized communication platform that facilitated real-time sharing of best practices, resources, and updates, resulting in a 40% improvement in inter-team information flow and collaboration efficiency.
Monitored and evaluated training effectiveness through surveys and performance metrics, leading to a 10% increase in new hire retention rates within the first six months.
Developed and implemented targeted training programs based on audit findings, increasing staff adherence to quality guidelines by 40% and reducing non-compliance incidents by 25%.
Implemented ongoing evaluation and feedback mechanisms that tracked skill improvements, leading to a 20% decrease in error rates and enhancing multi-departmental operational efficiency by 10%.

Quality Assurance Consultant | Extra marks Education India Pvt. Ltd | Noida, UP
Jan 2022 - May 2023
Collaborated with cross-functional teams to implement targeted training programs based on investigatory findings, resulting in a 12% improvement in sales compliance scores within six months.
Examined over 15 testing tools and methodologies to identify optimal solutions, resulting in a 40% reduction in defect escape rate and enhancing product reliability.
Comprehensive investigations conducted into 150+ customer complaints, identifying root causes and reducing recurring product quality issues by 40% within six months.
Coordinated cross-departmental efforts to streamline process workflows, which decreased project turnaround times by an average of 25 days per phase and improved stakeholder satisfaction scores by 15%.
Implemented standardized guidelines across departments, resulting in a 30% increase in regulatory compliance scores during quarterly audits.

Process Manager (Australian Insurance Sales Process) | Kozmo Services (Select and Switch) | New Delhi, DL
May 2019 - Nov 2021
Implemented an evolving system to monitor training progress and compliance, ensuring 100% completion rates within set deadlines while identifying skill gaps that led to targeted development initiatives.
Monitored and evaluated training effectiveness through surveys and performance metrics, achieving a 20% improvement in onboarding satisfaction ratings within the first year.
Conducted comprehensive root-cause analyses on over 150 process issues, enabling rapid identification of underlying problems and reducing recurrence rates by 40%, thereby enhancing overall operational stability.
Led the development of standardized procedures aligned with cross-functional feedback, achieving a consistent performance increase of 12% and reducing error rates by 8%.
Implemented targeted workflow enhancements based on collaborative insights, increasing overall departmental efficiency by 25% and boosting project completion rates by 30%.
Cultivated and expanded client partnerships from 1 to 10 by identifying strategic opportunities, leading to a 900% increase in organizational outreach and market presence

I have also worked at Optimal Transnational (AUSTRALIAN INSURANCE SALES PROCESS), Professional Development Centre – UAE, Wipro BPO, Best Group, and Softone (P) Ltd in various customer-centric roles from 2002 to 2019.

SKILLS
LEADERSHIP
Strategic Thinking Data-Driven Decision Making Operational Excellence People Leadership Change Management Communication Mastery Emotional Intelligence Innovation & Continuous Improvement
Stakeholder Management Agility & Crisis Response

Technical
Quality Management Systems (QMS) Training Design & Delivery Data Analytics & Reporting Call Monitoring & Evaluation Learning Management Systems (LMS) Process Improvement & Automation CRM & Ticketing Tools Communication & Soft Skill Assessment Frameworks
Regulatory & Compliance Knowledge Project & Change Management

Consulting
Process Diagnosis & Gap Analysis Strategic Quality Framework Design Performance Consulting Stakeholder Influence & Consulting Communication Change Management Training Need Identification (TNI) & Custom L&D Solutions Process Standardization & Documentation Customer Experience (CX) Consulting
Coaching & Capability Building Automation/Tech Advisory

SOFTWARE | TOOLS
CRMs
Salesforce Service Cloud Zendesk Freshdesk / Fresh works CRM Zoho CRM In House CRM Simulations & Gamification QM Software Suites



DASHBOARD {Types and Software's}
Quality Scorecard Dashboard Training Effectiveness Dashboard TNI (Training Needs Identification) Dashboard VOC (Voice of Customer) Dashboard Attrition & Engagement Tracker Coaching & Compliance Dashboard Performance Tracker Dashboard Power BI (Microsoft)
Tableau Google Data Studio (now Looker Studio) Zoho Analytics Excel Dashboards (with Pivot, Power Query, VBA) LMS Dashboards (In House) CRM + Call Center Platforms (e.g., Zendesk, Freshdesk, Genesys, Avaya) Custom Internal Portals (using SharePoint, etc.)

CERTIFICATIONS
BUSINESS
Six Sigma Professional Diploma in Agile and Project Management Management Skills - Team Leadership Skills Masterclass PMP Exam Prep Seminar - Complete Exam Coverage with 35 PDUs PMP Certification Exam Prep Course 35 PDU Contact Hours/PDU Operations Management: Management of Quality Mastering the Seven Quality Tools (with Microsoft Excel) ISO 9001:2015 Quality management system auditor
Human Resources Expert Certificate: HR Metrics and Analytics Project Management Crash Course in 60 Minutes Professional Diploma in Project Management The Complete Course on Leadership, Execution & Resilience
Advanced Level Psychology - (FULLY ACCREDITED)
Introduction to Psychology

Critical Thinking: Building Strong Reasoning Skills

IT
ChatGPT & Generative AI - The Complete Guide ChatGPT Masterclass: ChatGPT Guide for Beginners to Experts! The Complete AI Guide: Learn ChatGPT, Generative AI & More Microsoft Excel: Advanced Excel Formulas & Functions Excel Essentials: The Complete Excel Series - Level 1, 2 & 3 Essential Microsoft Excel VBA: Learn VBA for become Expert Training: The Process of Teaching & Learning with the AI ChatGPT Masterclass - Build Solutions and Apps with ChatGPT
Learn T-Shirt Design with Photoshop Illustrator and Canva Basic to Advanced Excel Program
Perplexity AI: A Beginner's Toolkit for Smarter Searching
Claude AI for Beginners: A Simple Guide to Getting Started
Tableau for Beginners: Learn the Basics Step by Step
DeepSeek R1 Basics: A Practical Guide to Smarter AI Use

AUSTRALIAN CERTIFICATIONS
ICT Channel Program Fundamentals Training Compliance Culture (Australia) ESCV (Essential
Services Commission of Victoria) NECF (National Energy Customer Framework) (QLD, SA,
NSW) Marketing Code of Conduct – Victoria Marketing Code of Conduct WA Sales Approach
(Australia) Sales Compliance Training (Australia)
Compliance Culture (Australia)


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