Bharat Kapoor
Operations & Quality Assurance Leader
Noida
Summary
Seasoned Leader with 17+ years of experience. Currently leading Operations and Quality Assurance, CST at Paytm, responsible for Service Delivery, Performance Management, Contract management, Quality Assurance and Strategic operations for customer service team. Launched transformation projects utilizing looker dashboards with innovative practices like LMS and AI-based quality monitoring, and achieved significant cost reductions through contact reduction and resolution improvement metrics.
Overview
17
17
years of professional experience
1
1
Language
Work History
Operations & Quality Assurance
Paytm
11.2023 - Current
- Strategic planning and execution of AOP, P&L, define metrics including north start goal, and achieve organizational goals. Align operational activities with company's strategic objectives
- Leading a team of 500+ FTEs (107 Inhouse and 410 vendor Associates)
- Resource management by effectively allocating HC to maximize productivity & reduced costs
- Accountable for Service Delivery & Performance management by ensuring SLAs are met including CSAT, Resolution rate, Volume adherence, AHT, FTR, Quality score, etc.
- Team leadership & development to ensure a strong & high performance team is built. Foster a positive work environment to retain top talent and reduce attrition%
- Responsible for Quality Assurance controls, Compliance posture and Training planning & delivery of Customer service team across inhouse & outsourced partners
- Cost optimization by leveraging contact reduction, AI integration and automation
- Successfully completed continuous improvement projects for Contact reduction by 7.3% revamping Customer journey at Bot, CSAT improvement of 9.1% through lean and Resolution improvement of 15.7%+ through restructured DIY & Introduction of AI Bot
- Introduced generative AI quality monitoring tool based on LLM resulting in 100% sampling of cases followed by reevaluation by QA of anomaly cases. Significantly improved CSAT by improving customer experience
Associate Director, Learning & Development
Cognizant Technology Solutions
12.2022 - 10.2023
- Standardized learning & development practices across my portfolio of 16 projects to increase visibility regarding training interventions such as Optimization projects to reduce training timelines, Transitioning new projects through effective & efficient knowledge transfer, positive impact through performance improvement mechanisms such as BQ management, Knowledge Management, Content management, Update dissemination and TNI interventions
Delivery Leader, Operations
Concentrix India Pvt. Ltd.
09.2021 - 12.2022
- Leading a team of 1000+ employees supporting sellers for an e-commerce giant
Senior Manager, Training & Quality Assurance
Concentrix India Pvt. Ltd.
01.2020 - 08.2021
- Responsible for Transactional Quality & Training Delivery for the third highest revenue generating global e-commerce account
- Managing a complex business supporting business professionals on biggest e-commerce platform
- Responsible for 22 line of business across 3 Geos: US (including Canada), EU (including Germany, Italy, France & Spain) and India
Manager, Training & Quality Assurance
Concentrix India Pvt. Ltd.
11.2017 - 12.2019
- Responsible for New Hire & Floor performance w.r.t to communication & Soft skills for key client driven metrics (PRR, Resolve rate, Transfers, AHT, etc.)
Deputy Manager, Training
Concentrix India Pvt. Ltd.
07.2015 - 10.2017
- Led a large team of Trainers for seller business unit for the biggest e-commerce company
Assistant Manager, Training
Wipro BPS
01.2013 - 06.2015
- POC for Training team responsible for training delivery and planning
Process & Product Trainer
Wipro BPS
08.2009 - 12.2012
- Trained 17 new hire classes for both voice and chat supporting an ISP account
Associate, Operations and Training
Wipro BPS
06.2007 - 07.2009
- As an Associate was responsible to meet daily contact targets and ensure quality experience is provided to customers
Education
BBA - Business Administration
NIMS
04.2001 -
Skills
- Strategic Planning
- Operation Monitoring
- Interpersonal Communication
- Customer Service
- Problem-solving abilities
- Continuous Improvement
- Analytical Skills
- Teamwork and Collaboration
- Performance monitoring
- Analytical Thinking
- Effective Communication
Timeline
Operations & Quality Assurance
Paytm
11.2023 - Current
Associate Director, Learning & Development
Cognizant Technology Solutions
12.2022 - 10.2023
Delivery Leader, Operations
Concentrix India Pvt. Ltd.
09.2021 - 12.2022
Senior Manager, Training & Quality Assurance
Concentrix India Pvt. Ltd.
01.2020 - 08.2021
Manager, Training & Quality Assurance
Concentrix India Pvt. Ltd.
11.2017 - 12.2019
Deputy Manager, Training
Concentrix India Pvt. Ltd.
07.2015 - 10.2017
Assistant Manager, Training
Wipro BPS
01.2013 - 06.2015
Process & Product Trainer
Wipro BPS
08.2009 - 12.2012
Associate, Operations and Training
Wipro BPS
06.2007 - 07.2009
BBA - Business Administration
NIMS
04.2001 -
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