Shakeel Ahmed
Senior Manager Training And Quality (Function Head)
Hyderabad
Summary
Dynamic and strategic Quality Function Head with over 18 years of experience in GSIS Mapping and Global Delivery Operations, specializing in transforming traditional quality frameworks into high-efficiency models. Expertise in stakeholder management and talent transformation has driven significant process improvements within Global Delivery Operations through data-driven governance and centralized analytics. A strong commitment fostering a culture of continuous improvement and operational excellence ensures alignment with organizational goals while enhancing overall performance. Recognized for leading cross-functional teams and delivering impactful results in fast-paced environments, consistently achieving objectives that elevate organizational success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Quality Manager (Function Head)
Wipro Technologies
01.2024 - Current
- Define the overarching quality vision for the GSIS domain, balancing governance with fiscal efficiency.
- Partner with client program managers to align quality frameworks with evolving product policies.
- Oversee global audit compliance and high-level RCA to prevent systemic failures across the floor.
- Drove innovation in quality management practices by staying current on industry trends, attending relevant conferences, and sharing insights with the wider team.
- Led cross-functional teams for effective collaboration on quality improvement projects, resulting in improved efficiency and cost savings.
- Reduced waste by identifying inefficiencies in manufacturing processes and implementing targeted improvements.
Service Delivery Manager (SDM)
Wipro Technologies
01.2018 - 01.2024
- Managed the end-to-end delivery of large-scale mapping projects, ensuring both productivity and quality SLAs.
- Accountable for resource planning, capacity modeling, and P&L management for multiple workstreams.
- Improved service quality, addressing client concerns promptly and professionally.
- Led cross-functional teams to achieve project goals on time and within budget.
Deputy Manager (Quality Assurance)
Wipro Technologies
01.2015 - 01.2018
- Led internal audit frameworks (PGM/SDA) to ensure 100% compliance with Global Delivery Operations standards.
- Spearheaded non-linear initiatives, such as transitioning to risk-based sampling.
- Improved team efficiency by streamlining processes and implementing innovative management strategies.
- Identified areas for improvement within the department, implementing strategic initiatives to address gaps in performance or resources.
- Increased customer satisfaction levels by developing targeted strategies to address client concerns effectively.
- Created and maintained a strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.
Assistant Manager (Quality/Governance)
Wipro Technologies
01.2011 - 01.2015
- Managed quality workflows for mapping sub-domains (POI, SSG, Geocodes) and standardized QC templates.
- Presented weekly quality trends and RCA during Weekly Business Reviews (WBRs).
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
Team Lead (Quality/Operations)
Wipro Technologies
Hyderabad
01.2009 - 01.2011
- Supervised a team of 20 agents, ensuring daily volume and accuracy targets were consistently met.
- Identified 'Bottom Quartile' performers and initiated targeted coaching to stabilize team performance.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
Agent (GIS/Data Analyst)
Wipro Technologies
01.2008 - 01.2009
- Performed high-precision feature extraction across attribute tagging using satellite imagery, SV for maps.
- Maintained 95%+ accuracy in spatial positioning per project-specific quality guidelines.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Informed clients of policies and procedures.
Education
MBA -
Madurai Kamaraj University
SSC - undefined
Martinet High School
Intermediate -
St Joseph Junior College
Hyderabad, IndiaB tech -
Anwar Ul Uloom College of Engineering & Technology
Hyderabad, IndiaSkills
- Geospatial data integrity
- Transactional Quality Management (TQM): Drives high-frequency, task-level audits to ensure 100% adherence to technical specifications Through real-time calibration and immediate feedback loops, it minimizes auditor variance and contains defects to prevent error leakage into live production
- Strategic Quality Management: Architect of Targeted QC and Risk-Based Sampling models that optimize resource allocation and drive efficiency gains
- Training & Instructional Design: Proven lead in translating complex client policies into executable training modules, ensuring 100% awareness and rapid deployment across shifts
- Policy Governance: Expert in bridging the gap between client policy updates and operational execution, ensuring 100% compliance and standardized quality templates
- Operations & Delivery Management: Accomplished in managing high-volume, multi-shift delivery streams, consistently exceeding critical SLAs, and maintaining 98% accuracy
- Project Management & Governance: Skilled in engineering centralized governance dashboards and streamlining QC intake systems for real-time operational control
- Strategic Leadership: Accomplished in stakeholder management, large-scale cross-skilling initiatives, and mentoring leadership pipelines to foster a culture of excellence
Certification
Six Sigma Green Belt in 2019 from Wipro Ltd
Timeline
Senior Quality Manager (Function Head)
Wipro Technologies
01.2024 - Current
Service Delivery Manager (SDM)
Wipro Technologies
01.2018 - 01.2024
Deputy Manager (Quality Assurance)
Wipro Technologies
01.2015 - 01.2018
Assistant Manager (Quality/Governance)
Wipro Technologies
01.2011 - 01.2015
Team Lead (Quality/Operations)
Wipro Technologies
01.2009 - 01.2011
Agent (GIS/Data Analyst)
Wipro Technologies
01.2008 - 01.2009
SSC - undefined
Martinet High School
MBA -
Madurai Kamaraj University
Intermediate -
St Joseph Junior College
B tech -
Anwar Ul Uloom College of Engineering & Technology
KEY PROFESSIONAL INITIATIVES
- Process Transformation (RCA): Re-engineered the Root Cause Analysis (RCA) framework into a closed-loop system, ensuring that every quality insight is directly tied to a corrective action and verified for long-term effectiveness.
- Targeted Quality Strategy: Conceptualized and deployed a Stratified Sampling Model to prioritize high-risk workflows and low-performance clusters, significantly increasing error-detection rates while optimizing auditor bandwidth.
- Governance & Analytics: Engineered a Centralized QC Dashboard for real-time governance, providing leadership with immediate visibility into compliance trends and reducing administrative overhead through automated reporting.
- Risk Mitigation & Compliance: Neutralized operational non-compliance by revamping the Spotcheck process and establishing a rigorous governance rhythm to close-loop identified process gaps.
- Strategic Insights: Streamlined the Quality Insights Reporting architecture, transitioning from raw data delivery to high-impact, actionable analytics for Program Managers and stakeholders.