Anup Kashyap
PUNE
Summary
Dynamic leader with a proven track record at BDO LLP, enhancing call center operations and customer satisfaction through strategic planning and data analysis. Excelled in team leadership and performance management, driving quality improvements and developing talent. Skilled in coaching, with significant achievements in operational excellence and stakeholder collaboration.
Overview
15
15
years of professional experience
Work History
Assistance Manager - Quality
BDO LLP
Pune
07.2020 - Current
- Lead a team of 8 quality analysts, ensuring consistent monitoring, evaluation, and improvement of call center operations, with a focus on customer satisfaction and service delivery
- Ensure compliance with quality standards, guidelines, and client-specific requirements
- Collaborated with client stakeholders to review performance reports, identify trends, and recommend action plans for quality enhancement
- Analyzed performance data and provided actionable insights to management
- Develop and implement training and development programs to enhance the skills of quality analysts and agents
- Created and maintained reporting tools and dashboards to track individual and team performance metrics
- Identified root causes of performance gaps and worked with agents to develop and implement improvement plans
Lead Associate - Quality
WNS
Pune
04.2012 - 06.2020
- Monitored and evaluated voice calls and E-mails
- Interacting with client for process updates & escalations
- Conducting internal & external calibration
- Conducting PKT for TL’s, Trainers and Associate’s
- Repeat call analysis
- Publishing daily, weekly and monthly Quality Dashboard
- Conducting Quality session with bottom quartile agents
- Call listening activity for bottom quartile agents
Senior Quality Associate
Aegis BPO
Pune
12.2009 - 04.2012
- Monitored and evaluated voice calls
- Feedback and coaching to bottom quartile agents
- Certification for new agents(Trainees)
- Repeat call analysis
- Motivating and driving C-Sat
Education
Bachelor of Commerce -
Yashwantrao Chavan Maharashtra Open University
Pune06-2024
Skills
- Team leadership
- Shift scheduling
- Disciplinary techniques
- Decision-making
- Staff training and development
- Coaching and mentoring
- Cross-functional teamwork
- Data analysis
- Performance management
- Strategic planning
Languages
- English
- Hindi
- Marathi
Personal Information
- Date of Birth: 02/05/87
- Gender: Male
- Marital Status: Married
Other qualifications
- Knowledge of MS-Excel.
- Completed Six Sigma white belt training.
Timeline
Assistance Manager - Quality
BDO LLP
07.2020 - Current
Lead Associate - Quality
WNS
04.2012 - 06.2020
Senior Quality Associate
Aegis BPO
12.2009 - 04.2012
Bachelor of Commerce -
Yashwantrao Chavan Maharashtra Open University
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