TEAM LEADER
ANIKET DUBEY
COGNIZANT TECHNOLOGY SOLUTIONS
Dynamic leader with 10+ years experience in customer experience operations, excelling in team leadership and process improvement. Proven track record in enhancing productivity through strategic planning and stakeholder management. Adept in data analysis and quality assurance, fostering a collaborative environment that drives performance and operational excellence.
6
Certificate
10
Years of experience
Work History
TEAM LEADER
2 Years 9 Months
COGNIZANT TECHNOLOGY SOLUTIONS | 02.2024 - Current
- Led weekly staff meetings to review project updates, discuss issues, and develop solutions.
- Contributed to quality governance, provided performance improvement coaching, and enhanced stakeholder communication.
- Facilitated daily work assignments and escalated follow-ups for Cognizant client support team of 25 members.
- Worked with clients and internal partners to resolve service issues.
- Updated operational records and maintained clear shift handoffs.
- Monitored daily workflow to follow established policies and procedures.
- Completed regular performance reviews to track team member progress.
- Developed and implemented strategic plans to enhance team performance and productivity.
- Reviewed data from multiple sources to identify opportunities for department improvement.
ASSISTANT MANAGER
6 Months
APOLLO TELEHEALTH | 08.2023 - 02.2024
- Supported quality and training operations by reviewing performance metrics and ensuring compliance with process standards.
- Tracked call routing activity and directed requests to appropriate clinical support teams.
- Tracked call routing activity and directed requests to clinical support teams.
- Supported quality and training operations, reviewed performance, and followed process compliance standards.
- Maintained up-to-date knowledge of company products and services.
- Worked with management on strategic plans to reach business goals.
- Partnered with other departments to keep operations running smoothly.
- Set up processes to monitor customer satisfaction levels.
- Completed regular employee performance reviews to identify improvement areas.
- Offered leadership guidance and onboarding support to newly hired employees on company programs.
- Applied quality control measures to maintain company standards.
- Reviewed individual and team performance and identified opportunities for improvement.
TEAM LEADER
1 Year 3 Months
TELEPERFORMANCE INDIA | 05.2022 - 08.2023
- Assisted with quality improvement work, process updates, coaching, calibration, and stakeholder communication to strengthen team performance.
- Trained associates on SOPs, quality standards, and escalation handling.
- Supported client service team of 25 members across daily service delivery and workflow priorities.
- Tracked ticket assignments and SLA compliance across operations.
QUALITY ANALYST
1 Year 8 Months
FUSION BPO SERVICES | 07.2020 - 03.2022
- Monitored customer calls and chats to ensure adherence to quality standards.
- Reviewed and analyzed customer feedback to pinpoint specific areas for product quality enhancement.
- Identified process gaps in call handling and documentation.
- Tracked recurring issues across support channels to inform process improvements.
- Calibrated evaluations with operations teams and team leaders.
- Coached agents on script adherence and customer service behavior.
- Prepared quality reports for management review and feedback.
QUALITY ANALYST
4 Months
GLOBIVA SERVICES PVT LTD | 02.2020 - 06.2020
- Reviewed performance metrics from existing processes and helped drive process improvements for product quality.
- Supported development of quality assurance procedures and protocols to enhance overall product quality.
- Applied corrective actions to improve product quality.
- Maintained quality assurance documentation and ensured records reflected up-to-date compliance.
- Followed company standards, regulations, and procedures for quality control compliance.
- Tracked bug resolution progress and facilitated software optimization efforts.
- Built and maintained database of common and known testing defects.
Quality Analyst
3 Years 4 Months
VIISHNU SOLUTIONS PVT. LTD. | 10.2016 - 02.2020
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
- Evaluated performance metrics from existing processes to recommend improvements in product quality.
- Documented errors and trends in quality tracking reports.
- Monitored service standards across inbound and outbound support queues.
- Verified adherence to client policies and escalation procedures.
- Coordinated coaching feedback with agents and team leaders.
- Assisted in the development of Quality Assurance procedures and protocols.
- Trained personnel on proper use of tools, equipment, materials, and software used for quality assurance purposes.
- Reviewed customer cases for script compliance and process accuracy.
Education
BACHELOR OF SCIENCE
Netaji Subhas University - West Bengal
01-2018
HIGHER SECONDARY EDUCATION
West Bengal Council Of Higher Secondary Education - West Bengal
01-2014
SECONDARY EDUCATION
West Bengal Board Of Secondary Education - West Bengal
01-2012
Skills
Team Leadership and Management
Training and Development
Performance Management
Client and Stakeholder Engagement
Process Improvement and Optimization
Quality Assurance
Root Cause Analysis
Risk Assessment and Mitigation
Certification
- Lean Six Sigma Yellow Belt
- Certification of Hypothesis Testing
- Certification of Seven Basic Quality Improvement Tools
- Lean Six Sigma Green Belt
- AI Powered Performance Ads Certification Google
- Google Analytics Certification
Accomplishments
- Drive quality governance, performance improvement, coaching, and stakeholder engagement.
- Implement process improvement initiatives and performance enhancement plans.
- Top performer award for two consecutive years at Cognizant Technology Solutions.
Timeline
TEAM LEADER
COGNIZANT TECHNOLOGY SOLUTIONS
02.2024 - CurrentRead more
ASSISTANT MANAGER
APOLLO TELEHEALTH
08.2023 - 02.2024Read more
TEAM LEADER
TELEPERFORMANCE INDIA
05.2022 - 08.2023Read more
QUALITY ANALYST
FUSION BPO SERVICES
07.2020 - 03.2022Read more
QUALITY ANALYST
GLOBIVA SERVICES PVT LTD
02.2020 - 06.2020Read more
Quality Analyst
VIISHNU SOLUTIONS PVT. LTD.
10.2016 - 02.2020Read more
Netaji Subhas University - BACHELOR OF SCIENCE,
Read more
West Bengal Council Of Higher Secondary Education - HIGHER SECONDARY EDUCATION,
Read more
West Bengal Board Of Secondary Education - SECONDARY EDUCATION,
Read more
Personal Information
Title: Team Leader