Allapatel Biradar
Thane
Summary
A result-oriented leader with 20+ years of experience in BPO/BPM – Quality Assurance/Training/Policy (Tech Support/Customer Service/Travel/Telecom/Content moderation – Trust & Safety)
Overview
21
21
years of professional experience
Work History
Quality & Training Manager
Concentrix
09.2024 - Current
- Ensuring all Quality parameters are met, corrective and preventive actions are taken across LOB
- Leading Client/Stake holder Weekly/Monthly/Quarterly reviews
- People Management - Quality/Training team
- Motivate and strategize on efficiency, productivity and consistency targets
- Identify improvement opportunities in workflows and suggest solutions
- Creating a culture of innovation
- Identify Milestones, scope, dependencies, issues, risk and success for QTP projects
- Course correct non-performing metrics and analysts through root cause analysis and robust action planning
- Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones
- Review and control execution of standard processes - Quality, Training & Policy
- Provide recommendations to re-engineer existing processes
Quality, Training & Policy Manager (Global QTP Lead)
Accenture
09.2021 - 09.2024
- Ensuring all Quality parameters are met, corrective and preventive actions are taken across 5 Geographies
- Leading Client/Stake holder reviews
- People Management - Quality/Training/Policy team
- Motivate and strategize on efficiency, productivity and consistency targets
- Identify improvement opportunities in workflows and suggest solutions
- Create a culture of innovation
- Identify Milestones, scope, dependencies, issues, risk and success for QTP projects
- Course correct non-performing metrics and analysts through root cause analysis and robust action planning
- Accountable for client satisfaction in area of responsibility, against service level agreement, and ensures achievement of key performance indicators/project milestones
- Review and control execution of standard processes - Quality, Training & Policy
- Provide recommendations to re-engineer existing processes
- Achievements – Q4 2023 – Encore Award - Core Value Championship
- Improved Quality SLA metric from 88.9% (code red) to 93% (target 91%) for Trust & Safety workflow
Quality Assistant Manager
Teleperformance
08.2018 - 04.2019
- Lead, Manage and develop teams of Quality TLs/Analysts and Process Experts
- Own metrics and SLA performance for operations shop, be gatekeeper of metrics
- Lead Internal meetings / Client meetings / Stakeholder meetings
- Manage official reviews like Weekly reviews, Monthly reviews, Ops reviews etc
- Create and manage performance dashboards which depict business and ops metrics clearly
- Initiate and best practice sharing across the team
- Successfully setup Quality team (Transitioning of business from Philippines)
- Project on Accuracy Improvement from 86% to 97%
Quality Team Manager
Cognizant
09.2017 - 05.2018
- Ensuring all Ops-Quality parameters are met and corrective and preventive actions are taken
- Lead, Manage and develop teams of Quality AM/Analysts and Process Experts
- Driving NPS actionable across the team and maintain/improve the scores
- Do goal setting with the team and track every team member’s performance
- Do appraisals
- Manage official reviews like Weekly reviews, Monthly reviews, Ops reviews etc
- Create and manage performance dashboards which depict business and ops metrics clearly
Deputy Manager – Quality
WNS
12.2015 - 08.2017
- Lead, Manage and develop teams of Quality AM/Analysts and Process Experts
- Own metrics and SLA performance for operations shop, be gatekeeper of metrics
- Driving CSAT actionable across the team and maintain/improve the scores
- Take charge of Internal meetings / Client meetings / Stakeholder meetings
- Do goal setting with the team and track every team member’s performance
- Do appraisals
- Manage official reviews like Weekly reviews, Monthly reviews, Ops reviews etc
- Drive projects which lead to revenue savings or revenue / margin improvement
- Driving culture of data-based decision making
Sr Associate Manager – Training (Knowledge Manager)
Sutherland Global Services
06.2015 - 12.2015
- Liaise with site heads across geo for SharePoint (Managing Training SharePoint) and LMS
- Participate in geo business reviews to ensure business monitoring and performance evaluation
- Consolidating/Creating Global/Geo-level reports/decks for reviews and MIS reporting
- Liaise with cross functional departments for Training Vendor Empanelment
- Special Projects and Analysis
Family Business
Dreamz Beauty Centre and Salon
07.2009 - 05.2015
- Revenue management, analyze revenue generation for the organization
- Vendor Management
- (50 plus vendors of different brands for retail section and 12 for distributorship)
- Supply Chain Management
- (Ensuring availability of commodities at all times as per demand)
- Handle a team of 30 plus
- (Beauty Advisors, Marketing boys, Delivery boys etc)
Asst Manager – Business Development
Stream Global Services (Concentrix)
10.2005 - 06.2009
- Price/reprice existing/new businesses and put together responses for RFIs/ RFPs
- Revenue management, analyze revenue generation for the organization and provide inputs on maximizing revenue by refining operational processes
- Project Profitability Management
- Validation and invoicing & MIS reporting
- Budget versus actual analysis
- Rolling forecasts
- Annual budgeting including the compilation of actual data across processes
- Participate in business reviews to ensure business monitoring and performance evaluation
- Reviewing costs and performs cost benefit analysis related to projects and/or programs
- Developing financial reports for forecasting, trending, and revenue realization
Asst Manager - Quality Assurance
Stream Global Services (Concentrix)
10.2005 - 06.2009
- Ensure achievement of audit and feedback and coverage targets for the auditors and agents on floor to maintain consistency in performance
- Manage agent certifications, Lead client and internal calibrations
- Preparation and publishing of Training Need Analysis, handling client escalations, fatal calls disputes and disconnections, publishing of daily and weekly analysis reports, WBR and MBR PPT Slides and any further analysis as requested by operation and clients
- Manage training, re-fresher training
Sr. Quality Coach
Stream Global Services (Concentrix)
10.2005 - 06.2009
- Monitor calls for the team and conducting regular feedback sessions to maintain consistency in performance
- Prepare all reports on quality parameters for the teams
- Lead internal and client calibration calls
- Conduct weekly refresher trainings for the floor based on Training Need Analysis
- Achievements – Priced for an NA tech process (currently live – 600 seats) and another NA non-tech process (currently live – 100 seats)
- Site ACL (Accurate call logging) scores improved from 79% to 88% (Target 85%), and CSAT improved by 5% by conducting weekly floor training sessions
- Recognition - Awarded Best Quality Coach for 2 Quarters (Feb 06 to April 06 and Aug 06 – Oct 06)
Quality Coach
Wipro BPO
09.2003 - 09.2005
- Monitor calls for the team and conduct regular feedback sessions to maintain consistency in performance
- Review agent performance, coach and help develop team members
Technical Support Associate
Wipro BPO
09.2003 - 09.2005
Education
B.E. - Computers
Mumbai University
Six Sigma Green Belt - undefined
IACT
Personal Information
- Passport Number: Z7394886
- Date of Birth: 12/01/81
Timeline
Quality & Training Manager
Concentrix
09.2024 - Current
Quality, Training & Policy Manager (Global QTP Lead)
Accenture
09.2021 - 09.2024
Quality Assistant Manager
Teleperformance
08.2018 - 04.2019
Quality Team Manager
Cognizant
09.2017 - 05.2018
Deputy Manager – Quality
WNS
12.2015 - 08.2017
Sr Associate Manager – Training (Knowledge Manager)
Sutherland Global Services
06.2015 - 12.2015
Family Business
Dreamz Beauty Centre and Salon
07.2009 - 05.2015
Asst Manager – Business Development
Stream Global Services (Concentrix)
10.2005 - 06.2009
Asst Manager - Quality Assurance
Stream Global Services (Concentrix)
10.2005 - 06.2009
Sr. Quality Coach
Stream Global Services (Concentrix)
10.2005 - 06.2009
Quality Coach
Wipro BPO
09.2003 - 09.2005
Technical Support Associate
Wipro BPO
09.2003 - 09.2005
Six Sigma Green Belt - undefined
IACT
B.E. - Computers
Mumbai University
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