Summary
Overview
Work History
Education
Skills
Interests
Disclaimer
Job Profile
Timeline
Generic
ASHISH KUMAR PANDEY

ASHISH KUMAR PANDEY

Assistant Manager Training & Quality
Lucknow

Summary

To excel in life and be a better professional throughout my life. I Believe in time commitment and teamwork whereby ensuring that I leverage my ability to learn and enhance my knowledge continuously and give my best.

Overview

8
8
years of professional experience
1
1
Language

Work History

Manager Quality & Training

Cogent-E-Services Pvt. Ltd
Kolkata
11.2023 - 03.2025

Bajaj Finserv (Sales)

Assistant Manager Quality & Training

VGM Consultant Pvt Ltd
Kolkata
11.2022 - 11.2023
  • Poonawala, L&T & Bajaj (Sales)

Team Leader Quality & Training

Tech Mahindra Ltd
Noida & Kolkata
12.2019 - 04.2022
  • Oyo & Flipkart Process (Service)

Sr. Quality Analyst

Cogent-E-Services Pvt. Ltd
Noida
10.2017 - 12.2019
  • Yatra holidays & Tata Sky Process (Sales & Service)

Assistant Manager Quality & Training

Globiva Services Pvt. Ltd
Kolkata
03.2025 - 01.2026
  • HDFC Life insurance ( Sales)

Education

B.com - Accounting And Finance

V.B.S. Purvanchal University
Jaunpur
08-2009

12th (Commerce) - Accounting And Finance

UP Board
Ballia
07-2006

10th (Science) - Science

UP Board
Ballia
07-2004

Skills

1 Quality Management & Compliance

Transaction Monitoring: Oversee the auditing of calls, chats, or emails to ensure adherence to quality parameters and compliance standards

Calibration: Lead calibration sessions between the Quality, Training, and Operations teams to ensure everyone is scoring performance against the same yardstick

Root Cause Analysis (RCA): Identify trends in errors or low customer satisfaction (CSAT) scores and develop action plans to fix the "why" behind the numbers

2 Training & Development

Training Needs Analysis (TNA): Identify performance gaps and design targeted training interventions or "refresher" modules

Onboarding: Manage the New Hire Training (NHT) process to ensure "0-day" recruits are ready for the production floor

Content Creation: Develop and update training manuals, process maps, and knowledge base articles as the client’s product or policy evolves

3 Performance Improvement & Reporting

Feedback Loops: Ensure that Team Leaders and Quality Analysts are providing constructive, timely feedback to agents

Stakeholder Management: Present weekly and monthly performance reviews (WBR/MBR) to senior management and clients

KPI Management: Drive key metrics including Quality Scores, CSAT/NPS, Average Handle Time (AHT), and First Call Resolution (FCR)

4Typical Day-to-Day Tasks

Reviewing the previous day’s quality "dip" in scores

Conducting a "Train the Trainer" session for new process updates

Meeting with Operations Managers to discuss bottom-quartile performance management

Drafting a "Quality Alert" email regarding a new compliance regulation

Interests

Traveling, Singing & Reading Books

Disclaimer

I do hereby agree that all the information provided above is true to the best of my knowledge.

Job Profile

  • Core responsibility is to ensure all Qualitative Metrics are in green
  • Ensure all compliance metrics are met
  • Conduct calibration among all the departments
  • Motivate, develop and mentor team members
  • Excellent hands on skills to get into the process deeply & ability to identify the gaps and suggest improvements
  • Able to guide the team by implementing best practices and always lead-by-example
  • Communicate clear instructions to team members
  • Monitor team member’s performance and coach them on areas of opportunity
  • Create and distribute reports to update all the stakeholders on the team's progress
  • Should have excellent problem solving capabilities and lateral thinking skills
  • Implements compliance checks as per plan to ensure adherence to physical and information security controls
  • Performs RCA on all compliance issues & drives action plans
  • Drives implementation of identified Corp Quality programs in the engagement
  • Lead efforts to achieve successful outcomes in client and external audits
  • Acts as single point of contact with client on compliance issues

Timeline

Assistant Manager Quality & Training

Globiva Services Pvt. Ltd
03.2025 - 01.2026

Manager Quality & Training

Cogent-E-Services Pvt. Ltd
11.2023 - 03.2025

Assistant Manager Quality & Training

VGM Consultant Pvt Ltd
11.2022 - 11.2023

Team Leader Quality & Training

Tech Mahindra Ltd
12.2019 - 04.2022

Sr. Quality Analyst

Cogent-E-Services Pvt. Ltd
10.2017 - 12.2019

B.com - Accounting And Finance

V.B.S. Purvanchal University

12th (Commerce) - Accounting And Finance

UP Board

10th (Science) - Science

UP Board
ASHISH KUMAR PANDEYAssistant Manager Training & Quality