Nikhil Kumar
Kharar
Summary
Quality assurance leader with 7 years of professional experience in recuperating customer satisfaction, preventing critical quality issues, and optimizing team performance for different lines of business including Telecommunication, Aviation & Content moderation for e-commerce. Worked on project "Task-Force" to increase efficiency (19%) & attain consistent quality scores above 95%.
Overview
8
8
years of professional experience
Work History
Team Leader Quality
TASKUS INDIA PRIVATE LIMITED
Sahibzada Ajit Singh Nagar
10.2023 - Current
- Managing Customer/Client support & Content moderation: account for Leading E-commerce campaign.
- Managing the QAs to complete their Audit target and Feedback session as per the business timeline.
- Learning Hour Training conducted for the entire Quality Analysts Co-Hort to enhance their skills and knowledge about different topics.
- Data Analysis to find repeat contributors of defect error.
- Designing training modules and presentations for new hire training/refresher training and TNA
analysis is also part of my role and certify the advisors before they go- live. - Set, review & improvise quality parameters, review reports, SOPs etc]
Quality Team Leader
TELEPERFORMANCE GLOBAL SERVICES PVT LTD
Sahibzada Ajit Singh Nagar
02.2020 - 10.2023
- Working for Easyjet domain. It is a UK-based airline process for which Teleperformance handles operations such as back-office customer services, e-mail, and voice support.
- Handled a team of 10+ QAs
- Ensure timely delivery of audits, reports on daily, weekly & monthly basis
- Prepare the weekly/monthly audit target planner and drive the team to close on time
- Review the team’s performance on a regular basis, and maintain scorecards.
- • Drive call quality calibrations, rebuttals and AoA (Audit on Audit) processes on weekly/monthly to ensure quality hygiene in place
Senior Quality Analyst
RELIANCE SMSL LIMITED
Sahibzada Ajit Singh Nagar
10.2020 - 02.2021
- In continuation with Reliance industries taking over business from Teleperformance to inhouse customer support worked for RIL Jio Telecom services managing Northern India as QA for Prepaid/postpaid/corporate/device support.
Quality Analyst
TELEPERFORMANCE GLOBAL SERVICES PVT LTD
Sahibzada Ajit Singh Nagar
02.2017 - 09.2020
- Joined as Customer service executive(Voice) for RIL Jio Telecom process. Basis the performance, was moved to Escalation desk after 9 months. In 2019 got an opportunity to join quality as Quality Analyst.
Education
BCA -
MANAV BHARTI UNIVERSITY
Solan01.2018
12th -
AUCKLAND PUBLIC SCHOOL
Pathankot01.2015
Metrics
GOVT. MODEL HIGH SCHOOL
01.2013
Skills
- MICROSOFT POWERPOINT
- MICROSOFT OFFICE
- OPERATIONS MANAGEMENT
- CUSTOMER SUPPORT
- CUSTOMER SERVICE
- AUDITING
- LEADERSHIP
- QUALITY ASSURANCE
- AVIATION
Hobbies and Interests
- Travel
- Adventure Sports
- Music
Languages
- English
- Hindi
- Punjabi
Personal Information
- Date of Birth: 08/15/97
- Nationality: India
- Marital Status: Single
Timeline
Team Leader Quality
TASKUS INDIA PRIVATE LIMITED
10.2023 - Current
Senior Quality Analyst
RELIANCE SMSL LIMITED
10.2020 - 02.2021
Quality Team Leader
TELEPERFORMANCE GLOBAL SERVICES PVT LTD
02.2020 - 10.2023
Quality Analyst
TELEPERFORMANCE GLOBAL SERVICES PVT LTD
02.2017 - 09.2020
BCA -
MANAV BHARTI UNIVERSITY
12th -
AUCKLAND PUBLIC SCHOOL
Metrics
GOVT. MODEL HIGH SCHOOL
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