Alok Singh
Ghaziabad
Summary
Senior Quality Analyst with proven track record in quality governance and root cause analysis. Spearheaded defect reduction initiatives at Tech Marinara Ltd., achieving a 15-20% decrease. Expert in stakeholder engagement and team mentoring, fostering continuous improvement and compliance. Developed quality dashboards that deliver actionable insights. Results-driven Senior Quality Analyst with proven success in quality audits and compliance. Achieved a 25-30% reduction in repeat defects through effective root cause analysis and continuous improvement strategies.
Overview
5
5
years of professional experience
Work History
Senior Quality Analyst
Tech Marinara Ltd.
06.2024 - Current
- Owned end-to-end quality monitoring for UBI banking operations, conducting 25-30 audits daily.
- Performed advanced defect trend analysis using Pareto, RCA, Fishbone, and 5 Whys to identify key defect drivers.
- Led cross-functional RCA discussions with Operations, achieving 25–30% reduction in repeat defects.
- Drove Corrective & Preventive Actions (CAPA), improving First Time Right (FTR) by 8–12% within 2–3 months.
- Reduced overall defect rate by 15–20% through process improvements and SOP standardization.
- Supported internal and external audits with over 95% compliance and ensured timely closure of observations.
- Mentored 5–10 junior Quality Analysts, enhancing team audit scores by 10–15%.
- Designed and maintained KM Adherence & Compliance Dashboards, boosting knowledge adherence by 12–15%.
Senior Quality Analyst & Assistant QTL
Konexions Back Office Services Pvt. Ltd.
04.2023 - 06.2024
- Led end-to-end quality assurance operations ensuring 100% audit coverage and consistent performance across teams.
- Acted as quality lead, supporting analysts and agents through calibration, coaching, and CTQ adherence.
- Designed and published daily & weekly quality dashboards, hygiene and compliance reports for internal and client reviews.
- Managed client interactions, escalations, and performance improvement initiatives.
- Presented quality performance in WBRs and MBRs with actionable insights.
- Performed RCA for quality defects and drove Zero Tolerance (ZT) closures.
- Partnered with Operations and Training teams to execute CAPA and continuous improvement initiatives.
Senior Quality Analyst
ICCS BPO Pvt. Ltd.
11.2022 - 04.2023
- Ensured complete audit coverage and adherence to defined quality and compliance standards.
- Monitored agent performance against CTQs and regulatory requirements.
- Created and published quality & compliance dashboards for trend analysis.
- Participated in client meetings and fortnightly reviews.
- Supported calibration sessions and structured feedback to improve agent performance.
Quality Analyst
iEnergizer Pvt. Ltd.
09.2021 - 11.2022
- Conducted call and transaction audits ensuring compliance with quality standards and CTQs.
- Published weekly quality performance reports highlighting trends and improvement areas.
- Delivered structured coaching and feedback sessions.
- Supported supervisory activities to enhance team performance and process adherence.
Customer Care Executive
iEnergizer Pvt. Ltd.
03.2021 - 09.2021
- Handled customer interactions while meeting SLA, quality, and compliance requirements.
- Resolved customer concerns efficiently with accurate documentation.
- Followed defined scripts, policies, and escalation procedures.
Education
Bachelor of Science (B.Sc.) -
RMLAU
01-2023
Intermediate -
CBSE
01-2020
Matriculation -
CBSE
01-2018
Skills
- Quality audits and compliance
- End-to-end quality governance
- Root cause analysis
- Corrective and preventive actions
- Continuous improvement strategies
- Pareto analysis techniques
- Fishbone diagram analysis
- 5 Whys methodology
- Service level agreements
- Turnaround time management
- First-time resolution
- Customer satisfaction metrics
- Net promoter score metrics
- Standard operating procedures documentation
- Control plan development
- Calibration processes
- Inter-rater reliability assessment
- Quality dashboards creation
- Management information systems reporting
- Team mentoring and guidance
- Performance coaching techniques
- Client relationship management
- Stakeholder engagement strategies
- Weekly business review presentations
- Monthly business review presentations
- Microsoft Excel proficiency
- PowerPoint presentation skills
Training
- Govern NHT & OJT audit coverage, ensuring timely dip checks and interventions.
- Conduct NHT/OJT Dip Checks, identify learning gaps, and recommend corrective actions.
- Prepare Session Efficacy Reports for TNI, Soft Skills, and Process Training.
- Share weekly & fortnightly TNI, Soft Skill, and Critical Error performance data.
- Measure post-training effectiveness and quality improvements.
Disclaimer
I hereby declare that the above information is true and correct to the best of my knowledge.
Personal Information
- Date of Birth: 02/13/02
- Gender: Male
- Nationality: Indian
Languages
- Hindi
- English
- Hindi
Timeline
Senior Quality Analyst
Tech Marinara Ltd.
06.2024 - Current
Senior Quality Analyst & Assistant QTL
Konexions Back Office Services Pvt. Ltd.
04.2023 - 06.2024
Senior Quality Analyst
ICCS BPO Pvt. Ltd.
11.2022 - 04.2023
Quality Analyst
iEnergizer Pvt. Ltd.
09.2021 - 11.2022
Customer Care Executive
iEnergizer Pvt. Ltd.
03.2021 - 09.2021
Bachelor of Science (B.Sc.) -
RMLAU
Intermediate -
CBSE
Matriculation -
CBSE