Ajay Dubey

• Setup operations and guarantee service delivery in MPPKVVCL 1912 business, Plan and realize Call Center and method the board and Complaint work process course of action, Manage the FTE and meet the targets designated by the organization, Testing and pushing of the new product offering, MIS Automation with excel, Dealing with a group of 350 individuals with direct announcing of all the domains, Revenue Enhancement by service delivery as per defined targets, Setup 300 seated call centre from the MPPKVVCL, Effectively executed CRM..
• Developed and implemented strategies to improve operational efficiency and customer satisfaction.
• Organized and monitored workflow of daily operations to ensure smooth functioning of the organization.
• Supervised team members, established performance goals, provided feedback, and conducted performance reviews.
• Resolved employee issues in a timely manner by providing guidance and counseling as needed.
• Prepared reports on various aspects of organizational operations for senior management review.
• Analyzed financial data to identify potential opportunities for cost savings or revenue generation.
• Created strategies to enhance customer service initiatives while maintaining cost-effective operations.
• Reviewed existing policies and procedures to ensure compliance with applicable laws and regulations.
• Identified areas of improvement in operational processes and developed solutions accordingly.
• Provided leadership support in developing business plans, budgeting, forecasting, marketing activities.
• Monitored progress against key performance indicators to evaluate effectiveness of operational activities.
• Communicated effectively with stakeholders at all levels including customers, vendors, partners.
• Collaborated with other departmental heads to ensure efficient utilization of resources across the organization.

Promoted as Sr. Manager Operation and handling the E governance Project of process of MPPKVVCL with 260 seats at Jabalpur center as Centre Head . Managing all the verticals and specialization in Operation and Quality/Training.

Promoted in the same company and moved to the Jabalpur Centre in Madhya Pradesh as Manager Operation and handling the Call Centre of Madhya Pradesh Poorv Kshetra Vidyut Vitaran Company Limited (E Governance Project) as Project Head.

Responsible for Complete Training and Quality for Raipur and Ranchi Site of outbound and inbound domestic voice process, Responsible for Over All Quality and Training of Service delivery and working as HOD, E Governance and Tech. Support (Jansamvaad, SKY, Micromax).

• Taking and driving all the quality initiatives taken by the Team and Co-ordination with Client to improve the process score, Process enhancement, Supervisor up skilling, Client interaction and management.
• Monitoring the performance of process and T & Q team with review mechanism.
• Ensuring regular interface of Quality and training modules along with modification and creation,.
• Responsible for driving training initiatives for NHT batches and all refreshers.
• Responsible for categorization or the advisor and Grade Compliance as well as audit sampling, as per the defined in R&P/SOP.
• Responsible for briefing process Compliance, shift adherence of Training and Quality team and skill verification test.
• Managing training attrition and maximize the Throughput, Responsible for Refreshers efficacy penetration basis on TNI.
• Responsible for Internal & External Call Calibration and shift adherence of Training & Quality team as well as Responsible for the Facilitation of training team.
• Developed and implemented new procedures to improve efficiency of the organization.
• Provided guidance and support to team members to help them achieve goals.
• Organized meetings, events, conferences, workshops for staff members.
• Prepared monthly progress reports detailing achievements against set targets.
• Assisted in recruitment, selection, training, and development of employees.

Joined in E Governance_Call Centre - (108 and 104 Emergency Ambulance Help Line)

• Organized and coordinated training sessions for new employees.
• Developed training materials, including manuals, guides and handouts.
• Conducted assessments to determine skill gaps of existing personnel.
• Created post-training evaluation surveys to measure performance improvement.
• Provided coaching and mentorship programs for staff members.
• Monitored progress of trainees through feedback from managers and supervisors.
• Identified areas of improvement in existing training methods and procedures.
• Assisted with the development of career pathways for employees based on their individual goals and objectives.
• Collaborated with department heads to design effective learning strategies that support organizational goals.

Promoted as Quality Team Leader wherein Managing overall quality function at Agra Centre (650+ seats) for SBI process

• Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
• Conducted root cause analysis to investigate the source of problems in production process.
• Provided thorough documentation on all quality control activities and results.
• Ensured compliance with company standards, regulations and procedures related to quality control.
• Monitored production processes for accuracy and conformance to established standards.

Joined as Quality analyst in Intelenet Global Services at Agra.

• Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
• Conducted root cause analysis to investigate the source of problems in production process.
• Provided thorough documentation on all quality control activities and results.
• Ensured compliance with company standards, regulations and procedures related to quality control.

Joined as Quality Specialist wherein Achieved R&R many times, 2 times awarded as Best QA, Rewarded by shining star, Quality Audits (Voice & Non Voice transactions), several Analysis.

• Performed data analysis using statistical methods to assess trends in product defects.
• Implemented corrective actions when necessary to improve overall product quality.
• Assisted in the development of Quality Assurance procedures and protocols.
• Participated in continuous improvement initiatives by suggesting changes or modifications to existing processes or procedures.

Promoted as Quality Analyst

• Conducted root cause analysis to investigate the source of problems in production process.
• Provided thorough documentation on all quality control activities and results.
• Reviewed and analyzed customer feedback to identify areas of improvement in product quality.

Started carrier in BPO as call centre representative with the most experienced and the largest global contact centre outsourced in the world, Established in 1978.