Watching web Series
Atul Kumar
Manager-Quality
Noida
Summary
- Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands.
- Experience into Ecommerce, Travel , Lead Generation , Banking & Finance(Fin-Tech) Food & Clouds Kitchen process with the expertise of Vendor Management, Client Management, Conflict Management, Problem-Solving, Stress Management
Overview
7
7
years of professional experience
9
9
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Manager-Quality
Cogent E-Services LTD.
Noida
08.2022 - Current
- In Cogent working as a Manager Quality and managing bharatpe account.
- Leading the Quality for banking & payment products.
- Handling 20 member of team including Quality and Training.
- Managing the Quality of Merchant Help Desk, Lending, Bharatswipe (EDC), FRM, Soundbox, Postpe (BNPL) Email & chat.
- Weekly connect with client for Performance Review Matrix like CQ Score, C-SAT, M-SAT,AHT,Suggestions and Planes.
- Daily connect with internal stakeholders for performance discussion and team productivity.
- Driving all process Quality KPI's with team and grooming them for future opportunities.
Assistant Manager, Training & Quality
BPO Convergence
Noida
09.2021 - 08.2022
- Taking care of Swiggy & Payu account.
- Responsible for driving Quality in the process.
- Managed the Quality of Swiggy Chat customer support and Payu (BNPL) Email and call.
- Analyzed team performance and identified opportunities for additional training.
- Developed effective training plans based on TNI.
Quality Analyst -Acting TL
Jindal X
New Delhi
09.2020 - 09.2021
- In Jindal X i was working as a quality analyst along with Team lead responsibility.
- Taking care of Zomato Chat process and leading 5 QA team.
- Analyzed quality and performance data to support operational decision-making.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Developed and maintained quality assurance procedure documentation.
- Compiled and distributed weekly feedback to team leaders and Agents to improve service time and quality while increasing productivity.
Sr. Quality Analyst
Tech Mahidra LTD
Noida
09.2017 - 09.2020
- I was working as a Sr. Quality Analyst and taking care of Flipkart process.
- I was promoted after 6 month of joining the company
- Knowledge of RCA and Escalation handling
- Performing daily quality audits and hygiene to have process improvement opportunity.
- Refreshers and Training sessions of BQ and TNI agents.
- Provided regular feedback to team agents on quality metrics by communicating consistency problems to improve customer satisfaction and process CQ.
Customer Service Representative
innova communications
Noida
07.2016 - 05.2017
- Handling customer concerns on Vodafone process
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Bachelor of Arts - Arts
Delhi University
Delhi 07.2016 - 03.2022
High School Diploma -
UNION ACADEMY SR SEC SCHOOL
New Delhi 06.2013 - 05.2016
Skills
Staff Management
Strategic planning
Sales and marketing
Key Performance Indicators
Verbal and written communication
Coaching and mentoring
Additional Information
- Six sigma Yellow belt Certified-2020
- Emerging Leaders Booster program EMBP-2017-18
Certification
Lean Six Sigma-Yellow Belt
Interests
Travelling arround the country
Timeline
Manager-Quality
Cogent E-Services LTD.
08.2022 - Current
Assistant Manager, Training & Quality
BPO Convergence
09.2021 - 08.2022
Quality Analyst -Acting TL
Jindal X
09.2020 - 09.2021
Lean Six Sigma-Yellow Belt
05-2020
ELBP-Emerging Leader Booster Program
01-2019
Sr. Quality Analyst
Tech Mahidra LTD
09.2017 - 09.2020
Bachelor of Arts - Arts
Delhi University
07.2016 - 03.2022
Customer Service Representative
innova communications
07.2016 - 05.2017
High School Diploma -
UNION ACADEMY SR SEC SCHOOL
06.2013 - 05.2016