GHANSHYAM Yadav
Quality Team Lead
Patiala
Summary
Dynamic Quality Team Lead at Teleperformance, bringing expertise of 8 years in voice, chat, and content moderation, with a proven track record in process improvement and root cause analysis. Expert in PDCA cycles and Microsoft Office, fostering a collaborative environment. Achieved significant enhancements in quality metrics while maintaining high productivity standards. Recognized for trustworthiness and effective team leadership in high-pressure situations.
Overview
9
9
years of professional experience
3
3
Languages
Work History
Quality Team Lead
Teleperformance
08.2022 - Current
- Managed quality team deliverables, bridging gaps between operations and EU TikTok teams.
- Daily Golden Nuggets with Q&As to get insights on assigned work.
- Conducted root cause analyses of client scores on a weekly basis.
- Participated in internal and external calibrations to address policy discrepancies, and maintain quality standards.
- Led monthly quality development sessions to enhance Excel proficiency within the QA team.
- Implemented PDCA cycles to streamline processes and improve accuracy.
- Prepared WBR, MBR, and QBR slides based on market performance metrics.
- New hires meet on a monthly basis to set expectations with them on client requirements and quality metrics.
Quality Analyst
Teleperformance
12.2018 - 07.2022
- Content Moderation Skills: Flashing the updates on mails/lark, Refresher Session with QA team moreover quality induction/refresher session with BQM as well.
- Keeping the track records of Care-bay which is been managed by respective QA.
- Preparing RCA analysis of scores week-wise sent by the client, deep dive analysis.
- Attending External/Internal calibration to bridge the policy gap and to maintain the quality.
- Quality development session once in a month with QA team to brush up their excel skills etc.
- PDCA implementation to smooth the unorganized process, and further enhancement of accuracy.
- Preparation of WBR, MBR, and QBR slides based on the market score and its performance.
- Auditing calls of associates by using the technique SBS or just using the software to observe the recorded call when it was aligned for the Uber Eats process.
- Giving one-on-one feedback to the associates based on the parameters decided by the client when QA is facing challenges in disseminating the policy update or feedback on committed errors.
- To achieve and maintain 100% productivity.
- To assure the quality during production on the floor.
- To use seven QC tools to implement corrective and preventive actions in case of any abnormality.
- To ensure the process-related documents are complete.
- To present the Monthly Information Report to the Operations.
- Flashing a weekly summary report of audits based on Pareto analysis.
- Dip checks are carried out on a weekly basis on new SOPs and updates.
Process Associate
Tech Mahindra
08.2018 - 12.2018
- Attending calls of customers to provide the required solutions.
- To achieve and maintain 100% productivity.
- To assure the quality during production on the floor.
- To use nine QC tools to implement corrective and preventive actions in case of any abnormality.
- To ensure the process-related documents.
- Floor support to the moderators during high volume/rush on the calls.
- Achieved many rewards in achieving CSAT and the quality of the call from the supervisors and floor manager.
Process Associate
Pioneer Nuts and bolts Pvt.Ltd.
02.2017 - 07.2018
- Managed customer calls regarding manufactured bolts, addressing inquiries efficiently.
- Provided tailored solutions based on queries to enhance customer satisfaction.
- Provided first call resolution, contributing to positive customer experiences.
- Received commendations from team lead for exceptional service and support.
Education
B. Tech - Mechanical Engineering
Punjabi University
Patiala01.2016
10+2 - undefined
PSEB
Mohali01.2012
Matriculation - undefined
PSEB
Mohali01.2010
Skills
Personal Information
- Father's Name: Mr. Ram Kirpal
- Date of Birth: 09-09-1993
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Roles And Responsibilities
Management of Quality Team by checking their deliverables along-with bridge the gap b/w ops and quality team for the EU Tik Tok Team., Content Moderation Skills: Flashing the updates on mails/lark, Refresher Session with QA team moreover quality induction/refresher session with BQM as well., Keeping the track records of Care-bay which is been managed by respective QA., Preparing RCA Analysis of Scores Week wise sent by the client, Deep Dive Analysis., Attending External/Internal calibration to bridge the policy gap and to maintain the quality., Quality development session once in a month with QA team to brush up their excel skills etc., PDCA implementation to smoothen the unorganized process + further enhancement of accuracy., Preparation of WBR/MBR/QBR Slides based upon the Market Score & its performance., Auditing calls of associates by using technique SBS or Just Using the software to observe the recorded call when was aligned for the Uber Eats process., Giving one to one feedback to the associates based upon the parameters decided by client when QA is facing challenge to disseminate the policy update or feedback on committed error., To achieve & maintain 100% Productivity., To assure the Quality during Production on the floor., To use 9 QC tools to implement corrective and preventive actions in case of any abnormality., To ensure the process related documents., To present the Monthly Information Report to the Operations., Flashing weekly summary report of audits based on Pareto analysis., Dip check is carried out on weekly basis on new SOP and updates., Attending calls of customers to provide the required solutions., To achieve & maintain 100% Productivity., To assure the Quality during Production on the floor., To use 9 QC tools to implement corrective and preventive actions in case of any abnormality., To ensure the process related documents., Floor Support to the moderators during high volume/rush on the calls., Achieved many rewards in achieving CSAT & quality of the call from the supervisors and floor manager.
Computer Technical Skills
- MS Office
- Good typing speed and having sufficient knowledge in excel.
- Six Sigma: Yellow Belt Certified
- Power BI
Personal data processing
I do hereby declare that all the information given above is true to the best of my knowledge and belief.
Timeline
Quality Team Lead
Teleperformance
08.2022 - Current
Quality Analyst
Teleperformance
12.2018 - 07.2022
Process Associate
Tech Mahindra
08.2018 - 12.2018
Process Associate
Pioneer Nuts and bolts Pvt.Ltd.
02.2017 - 07.2018
10+2 - undefined
PSEB
Matriculation - undefined
PSEB
B. Tech - Mechanical Engineering
Punjabi University