Anil Kumar
Manager Quality And Training
Noida
Summary
Passionate quality manager with over 15 years of experience ensuring that products and services meet internal and external standards. Skilled in market research, project management, and statistical analysis. Organized and analytical with excellent written and verbal communication skills.
Overview
15
15
years of professional experience
8
8
years of post-secondary education
Work History
Manager - Training and Quality
Concentrix
Noida
03.2021 - Current
- Managing TnTQ for EdTech business ApplyBoard (300 Agents / 10 QE / 4 Trainers )
- Also managed TnTQ for EdTech business Whitehat Jr. (600 Agents / 20 QA / 8 Trainers)
- Managing end to end Quality & Training Teams.
- Managing multiple clients & ensuring new & established transaction are as by SOP & process
- Managing MBR and QBR for both departments
- Conducted orientation sessions and organized on-the-job training for new hires.
- Trained new hires to perform cross-training exercises with experienced workers.
- Alternated training methods to diversify instruction, strengthen learning opportunities, and enhance program success.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Monitored and evaluated training performance to determine quality and cohesiveness.
- Trained new hires to perform cross-training exercises with experienced workers
Quality Manager
Tech Mahindra Ltd
Noida
06.2016 - 02.2021
- Worked with Tech Mahindra LTD (Project – VI account (former Vodafone Idea)) for (WCOM, SRD and NFLC LOBs) as Manager Quality. Worked for 4.5 years in Noida.
- Managed 4 locations Noida, Pune, Chennai and Kolkata (1800 Agents / 90 QAs / 4 Quality AMs)
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Wrote and implemented new rework procedures to standardize processes and streamline workflow.
- Provided observations, took measurements, and performed tests at various stages according to quality control plan.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Developed and deployed production control plans and created work instructions and procedures.
- Established and tracked quality department goals and objectives.
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Collaborated with audit clients and action owners to apply root cause analysis guidance and establish effective corrective action plans.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
Assistant Quality Manager
Kochar Infotech Pvt Ltd.
Amritsar
07.2014 - 06.2016
- Managed E-Commerce IndiaMart, Airtel accounts with 200 agents headcount as Location Assistant Manager
- Improved quality processes for increased efficiency and effectiveness.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Provided observations, took measurements, and performed tests at various stages according to quality control plan.
Assistant Quality Manager
Vertex Customer Solutions India PVT LTD
Jaipur
01.2013 - 07.2014
- Managed IDEA Inbound account as Location Associate Manager - Quality with 180 agents headcount.
- Improved quality processes for increased efficiency and effectiveness.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Tracked quality issues with external customers, suppliers, and internal plant operations.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
Quality Team Leader
Aegis Ltd
Lucknow
11.2007 - 01.2013
- Managed VODAFONE UPE Inbound account as Team Leader for Lucknow & Srinagar Location with headcount of 1200 advisors
- Coordinated with shift management to establish clear expectations and complete daily quality assignments.
- Reviewed line during processes and generated reporting documents for each stage.
- Tackled employee conflicts immediately so that issues did not fester but were instead resolved and to make sure work schedules remained unaffected.
- Fostered cooperative, positive working environment for team by encouraging brainstorming of ideas.
- Adapted procedures to mitigate issues and improve deficiencies.
- Reassessed quality control measures at systemic level to proactively identify non-conformances.
Education
Master of Science - Computer Science
Dr. Bhimrao Ambedkar University
Shikohabad 04.2005 - 07.2007
Bachelor of Science - Physics, Chemistry And Math
Dr. Bhimrao Ambedkar University Agra
Shikohabad 03.2001 - 07.2004
Intermediate -
UP Board Allahabad
Shikohabad 03.2000 - 07.2001
Highschool -
UP Board Allahabad
Shikohabad 03.1997 - 04.1998
Skills
FMEA knowledge
Six Sigma Green & Yellow Belt Certified
Excellent Presentation & Analytics Skills (Info-graphics & Excel Skills )
Good people management skills since managing Team of Trainer / QE
Preparing & Presenting MBR & WBR
Fast Learner & flexible in term of new learning & vertical movements
Compliance Management
Quality Management
Client Servicing
Team Management
Timeline
Manager - Training and Quality
Concentrix
03.2021 - Current
Quality Manager
Tech Mahindra Ltd
06.2016 - 02.2021
Assistant Quality Manager
Kochar Infotech Pvt Ltd.
07.2014 - 06.2016
Assistant Quality Manager
Vertex Customer Solutions India PVT LTD
01.2013 - 07.2014
Quality Team Leader
Aegis Ltd
11.2007 - 01.2013
Master of Science - Computer Science
Dr. Bhimrao Ambedkar University
04.2005 - 07.2007
Bachelor of Science - Physics, Chemistry And Math
Dr. Bhimrao Ambedkar University Agra
03.2001 - 07.2004
Intermediate -
UP Board Allahabad
03.2000 - 07.2001
Highschool -
UP Board Allahabad
03.1997 - 04.1998
Date of Birth
Date of Birth - 20th Jun 1982
Marital Status
Marital Status - Married