Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Websites
Timeline
Generic

Gurjeet Singh

New Delhi

Summary

Detail-oriented Quality Assurance Analyst with extensive experience in ensuring process excellence through comprehensive file auditing, root cause analysis, and performance coaching. Skilled in creating calibration decks and error trend reports to drive continuous improvement and enhance operational efficiency. Proficient in utilizing the 5 Whys methodology to identify underlying issues and develop actionable solutions. Adept at presenting quality metrics to stakeholders, including onshore teams, and developing quality alert decks to communicate critical insights. Committed to fostering a culture of quality through personal coaching and collaborative problem-solving.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Quality Assurance Analyst

Accenture Solutions Pvt. Ltd.
Gurugram
08.2022 - Current
  • Working for one of the leading US insurance companies in the US healthcare and retirement services in the Defined Contribution domain, which includes options like 403b, 401k, 402g, and 457.
  • Conduct regular audits of processed files to ensure adherence to quality standards and identify discrepancies and areas for improvement, providing actionable feedback.
  • Perform RCA on quality issues to determine underlying causes of errors or process failures and develop and implement corrective actions to address identified issues.
  • Design and maintain calibration decks for team assessments, ensuring consistency in quality evaluations.
  • Facilitate calibration sessions with stakeholders to align understanding of quality metrics.
  • Utilize the 5 Whys technique to drill down to the root cause of problems.
  • Document findings and propose solutions to mitigate recurring issues.
  • Provide one-on-one coaching to processors, offering guidance on quality expectations and improvement techniques.
    Support skill development, encourage a culture of continuous improvement.
  • Analyze data to create error trend decks that highlight recurring issues and performance metrics.
  • Present findings to management and recommend strategies for process enhancements.
  • Compile and present quality data to onshore stakeholders, ensuring clarity and actionable insights.
  • Collaborate with onshore teams to discuss quality findings and gather feedback.
  • Develop quality alert decks to communicate significant issues or trends to relevant teams.

Benefits Operations Administrator

Wipro
Gurugram
01.2020 - 02.2022
  • Working as a channel between the onshore team and the manager to ensure a smooth workflow and responding to onshore-related queries.
  • Working in the US Healthcare Retirement Services - Defined Contribution domain, which includes plans like 403b, 401k, 402g, 457.
  • Analysis and Research related to After Retirement Defined Contribution Benefits as a part of the payroll of the employees working with our US Clients.
  • Handling multiple queries from the other processing teams and onshore client teams and providing them with satisfactory solutions and research documentation.
  • Evaluation and processing multiple client employees' data on different issues relating to the entire domain.
  • Providing trainings to many employees on different work types and educating them with core domain and processing knowledge.
  • Involves monitoring a team of 4 colleges and mentoring and guiding them on their KRAs and work-related queries.
  • Working as a SME for my team and handling exceptional transactions and queries out of my team's scope.

Senior Customer Service Representative

Concentrix IBM Daksh Services Pvt Ltd
Gurugram
08.2017 - 12.2019
  • Provided technical support to customers via phone, email, and chat.
  • Resolved escalated customer complaints in a timely manner.
  • Monitored customer feedback surveys to identify areas of improvement.
  • Identified trends in customer issues and provided recommendations for resolution.
  • Provided product information and answered questions regarding features, pricing plans.
  • Assisting customers in troubleshooting the software and answering questions about the product based on the correct information.
  • Working as a temporary team leader, I provided support and helped the new joiners while taking chats for two months.
  • Adjusted bills and refunded money to resolve customers' service or billing complaints.

Education

MBA - Finance

Bharti Vidyapeeth University, Pune
Delhi
10-2021

BBA - Finance

Maharishi Dayanand University, Rohtak
Delhi
06-2017

Skills

  • QA reporting
  • MS Office, Advance Excel, Power BI
  • Strong analytical skills for data evaluation and trend analysis
  • Quality auditing, RCA, calibration techniques, coaching and training and time management
  • Excellent communication skills for effective coaching and presentations
  • Proficiency in quality management tools and methodologies
  • Attention to detail and a commitment to continuous improvement
  • Ability to learn tasks quickly and deliverance of good performance
  • Capability to provide trainings to multiple employees and educating them with good core knowledge

Accomplishments

  • Have been recognized as Best Resource in all my companies multiple times for the exceptional and consistent performance.
  • Got awarded and appreciation twice from the client in Accenture for the extra-ordinary Best Quality Output.

Languages

English
First Language
Hindi
Proficient (C2)
C2
Punjabi
Proficient (C2)
C2

Certification

  • Pursuing Lean Six Sigma Green Belt Certification from KPMG.
  • Having Diploma in Computer Teacher Training from the Lal Bahadur Shashtri Training Centre.

Timeline

Quality Assurance Analyst

Accenture Solutions Pvt. Ltd.
08.2022 - Current

Benefits Operations Administrator

Wipro
01.2020 - 02.2022

Senior Customer Service Representative

Concentrix IBM Daksh Services Pvt Ltd
08.2017 - 12.2019

MBA - Finance

Bharti Vidyapeeth University, Pune

BBA - Finance

Maharishi Dayanand University, Rohtak

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