Amoljeet Singh
Senior Quality Analyst
New Delhi
Summary
Senior Quality Analyst with 3+ years of progressive experience in BPO Operations, Quality, and Training, known for rapid career growth, consistent high performance ratings, and people leadership exposure. Currently handling training support, quality governance, calibrations, and performance improvement initiatives in close partnership with Operations leadership. Experienced in new hire readiness, client transitions, and site launch support, seeking a Quality Training Lead / Assistant Manager role in the BPO, KPO or BFSI industry.
Overview
3
3
years of professional experience
Work History
Senior Quality Analyst
Concentrix
09.2024 - Current
- Conduct end-to-end quality audits, trend analysis, and root cause analysis (RCA) across voice processes.
- Partner with Operations Managers and Training teams to design and execute corrective action plans and targeted coaching strategies.
- Support new hire training batches with process refreshers and quality readiness sessions to improve early productivity.
- Participate in calibration calls to ensure scoring consistency, compliance, and audit accuracy.
- Mentor and guide quality analysts and frontline agents on performance improvement and quality adherence.
- Transitioned to a new client post-promotion, adapting quickly to revised SLAs and quality frameworks.
- Selected for the Mumbai site launch support (Aug 2025), contributing to batch setup, onboarding of quality resources, and stabilization of quality processes.
Training & Quality Support
Concentrix
06.2024 - 09.2024
- Supported training delivery and quality readiness for new hire batches.
- Conducted process walkthroughs, mock audits, and refresher sessions.
- Collaborated with Training and Operations to address early performance gaps.
Temp Subject Matter Expert (SME)
Concentrix
07.2023 - 01.2024
- Led a 25-member new hire batch during peak season.
- Provided real-time floor support, process clarifications, and escalation handling.
- Ensured KPI adherence across quality, productivity, and compliance metrics.
- Team ranked #1 among all new hire batches.
- Awarded Brand Ambassador Award (Jan 2024) for exceptional team outcomes.
Customer Service & Senior Customer Advisor
Concentrix
08.2022 - 07.2023
- Joined as a contractual Customer Service Advisor while pursuing full-time graduation.
- Consistently achieved high quality and productivity metrics, leading to permanent conversion.
- Promoted to Senior Customer Advisor in Apr 2023 for strong performance and process knowledge.
- Handled complex customer interactions efficiently and resolved escalations.
- Provided on-floor guidance and peer support, improving overall team efficiency
Digital Marketing Intern
Silverlabs India Pvt Ltd
06.2022 - 08.2022
- Worked on RIZZLE, a short-video content platform, to boost user engagement and organic downloads.
- Proposed marketing strategies and content ideas to enhance brand awareness among teenagers.
Campus Ambassador
Fampay
08.2020 - 01.2021
- Spread awareness about India’s first card payment platform for teenagers, while identifying areas for product improvement.
- Maintained direct communication with the founding team to provide feedback and implement suggestions.
Education
Bachelors in Commerce (Hons) -
VIPS-TC
New Delhi, India 04.2001 -
12th -
Aravali International School
Faridabad 04.2001 -
10t -
Aravali International School
Faridabad 04.2001 -
Skills
Quality Audits & Governance
Training Support & Batch Readiness
People Leadership (20–25 HC)
KPI, SLA & Compliance Management
Stakeholder & Client Coordination
MS Excel PowerPoint Word
Timeline
Senior Quality Analyst
Concentrix
09.2024 - Current
Training & Quality Support
Concentrix
06.2024 - 09.2024
Temp Subject Matter Expert (SME)
Concentrix
07.2023 - 01.2024
Customer Service & Senior Customer Advisor
Concentrix
08.2022 - 07.2023
Digital Marketing Intern
Silverlabs India Pvt Ltd
06.2022 - 08.2022
Campus Ambassador
Fampay
08.2020 - 01.2021
Bachelors in Commerce (Hons) -
VIPS-TC
04.2001 -
12th -
Aravali International School
04.2001 -
10t -
Aravali International School
04.2001 -
PERFORMANCE & RECOGNITION
- Annual Performance Ratings:
2023: 5 – Exceptional (Top 5%)
2024: 4 – Exceeds Expectations (post client transition)
2025: 4 – Exceeds Expectations (Top 15% population) - Brand Ambassador Award – 2024
- Selected for cross-location site launch and client transition responsibilities