Amit Tivari
New Delhi
Summary
To secure a challenging and growth-oriented position as an Operations Team Leader / Assistant Manager – Operations, where I can leverage over 10 years of diverse experience in customer service, quality evaluation, and performance management to drive operational excellence, process improvement, and team success.
Seasoned BPO professional with 10+ years of progressive experience across Customer Support, Senior Quality Evaluation, and Performance Coaching. Adept at managing teams, reducing bottom quartile performance, improving KPIs, conducting RCA, and aligning with Operations for end-to-end delivery. Proven ability to lead with integrity, bridge process gaps, and ensure compliance—all while enabling consistent business performance.
Overview
10
10
years of professional experience
Work History
Senior Quality Evaluator
Concentrix India
01.2022 - Current
- Monitored and audited transaction samples; provided feedback to improve accuracy and consistency
- Created and executed TNA, VMP, and quality reports with full closure and actionable insights
- Participated in calibration sessions to ensure scoring alignment across Operations and Training
- Bridged performance gaps by working closely with operations and training teams
- Ensured client policies and compliance frameworks were strictly followed
- Supported new hire batches during peak seasons, enabling quick ramp-up and performance stabilization
- Maintained regular connects with agents to coach on performance improvement and best practices
Senior Associate – Customer Support
Concentrix India
01.2018 - 01.2022
- Provided floor support to agents and acted as a performance mentor
- Managed daily shrinkage reporting and coordinated with WFM and operations to ensure business continuity
- Supported escalation resolution and acted as an SME on complex queries
- Played a key role in improving Bottom Quartile performance through one-on-one coaching and support
- Coordinated with Quality and Training teams to design focused improvement plans
Associate – Customer Service (Email/Chat)
Concentrix India
06.2015 - 01.2018
- Handled customer issues related to WMS, subscriptions, payments, and website troubleshooting via email/chat
- Maintained adherence to schedules and process SLAs
- Proactively escalated performance-impacting issues and shared feedback for process enhancement
- Complied with client SOPs and quality benchmarks
- Successfully completed all process and product trainings within set timelines
Education
Bachelor of Science -
CSJM University
05-2014
Skills
- Team Leadership & Floor Management
- SLA & KPI Monitoring
- Attrition & Shrinkage Control
- Bottom Quartile (BQ) Management
- Root Cause Analysis (RCA)
- Email/Chat/Voice Process Handling
- Quality Evaluation & Coaching
- Performance Reporting & TNA
- Escalation & Stakeholder Handling
- Process Improvement & Training Coordination
Languages
- English
- Hindi
Personal Information
- Father's Name: Raj Kumar Tivari
- Date of Birth: 01/01/90
- Nationality: Indian
- Marital Status: Married
Timeline
Senior Quality Evaluator
Concentrix India
01.2022 - Current
Senior Associate – Customer Support
Concentrix India
01.2018 - 01.2022
Associate – Customer Service (Email/Chat)
Concentrix India
06.2015 - 01.2018
Bachelor of Science -
CSJM University