Manbar Singh
Assistant Manager Quality
Delhi,DL
Summary
Results-driven Quality Assurance Leader with 12+ years of experience in the BPO industry, specializing in process improvement, customer satisfaction, and team management. Certified Lean Six Sigma Green Belt with expertise in root cause analysis, performance optimization, and risk mitigation strategies. Skilled in managing both voice and non-voice processes, with a proven ability to lead cross-functional teams, collaborate with stakeholders, and deliver measurable improvements in quality and efficiency. Recognized for driving operational excellence and fostering a culture of continuous improvement.
Overview
13
13
years of professional experience
4
4
Certifications
2
2
Languages
Work History
Assistant Manager- Quality
Wipro Limited
05.2021 - Current
- Transitioned critical workflow, redesigning audit compliance during key transitions, identified and addressed declining CSAT by proposing and implementing solutions, ultimately enhancing customer experience and increasing FTE.
- Transitioned from IC role to People Manager role, overseeing five Assistant Managers and all quality operations across major, high-volume account.
- Elevated operational excellence through training and developing live auditors, rectifying recurring quality problems, and optimizing checklist and sampling processes.
Team Leader - Quality
Tech Mahindra
05.2020 - 04.2021
- Led Quality Assurance for Travel Account across Voice & Email LOBs and consistently achieved all Business KPIs during periods of high operational fluctuation (During COVID-19). Innovated new QA methodologies (feedback, training) to successfully maintain BAU quality performance during WFH/transition periods, ensuring operational continuity.
- Delivered Strategic Analysis & Client Insights: Developed and presented comprehensive Quality Dashboards and C-Sat/Repeat analysis, earning direct client and senior management appreciation for actionable root cause analysis.
- Promoted from Sr. Quality Analyst (May'17) to Quality Team Lead (Dec'19). Managed team performance, KRAs, and led all internal/external quality calibrations and client review representation.
Quality Analyst
Silaris Information Pvt Ltd
09.2016 - 05.2017
- Maintained consistency in time-sensitive tasks through effective call calibrations. Performed hygiene audits, mystery calls, and dip checks to drive compliance initiatives.
- Developed and secured approval from QA, GL, and OM for process enhancement initiatives. Supported organizational readiness by conducting quality sessions for new training batches.
Quality Analyst
Dish TV India Limited
08.2012 - 09.2016
- I joined as an Inbound CCE (Customer Care Executive) and was promoted twice during my tenure, moving into an SME sales profile and then to a Quality Analyst.
- I was awarded multiple times for achievements in customer appreciation (inbound) and highest sales achiever.
- Job responsibilities as a Quality Analyst included auditing calls, conducting calibrations with service partners, and generating various dashboards and reports.
Education
M.C.A. - Software Engineering
IGNOU
New Delhi, India01-2013
Bachelor of Science - Science
Shyamlal College, Delhi University
New Delhi, India 04.2001 -
Skills
Communication
Teamwork
Critical thinking
Team leadership
Problem-solving
Decision-making
Customer service
Adaptability and flexibility
Team collaboration
Coaching and mentoring
Conflict resolution
Problem-solving abilities
Certification
Transformational Leadership Development Program
OTHER EXPERIENCES [CCE]
- Adecco India Private Limited [Jul 11 -Jul12] Emails
- FCS Software Solution Ltd (Canon) [Oct 10- May 11] Voice
Accomplishments
Earned multiple top-tier awards (Brainiac, Hall of Fame, Stellar, Spot) and leveraged advanced GenAI tools (Gemini, Copilot) to boost efficiency and innovative problem-solving.
Timeline
Assistant Manager- Quality
Wipro Limited
05.2021 - Current
Team Leader - Quality
Tech Mahindra
05.2020 - 04.2021
Quality Analyst
Silaris Information Pvt Ltd
09.2016 - 05.2017
Quality Analyst
Dish TV India Limited
08.2012 - 09.2016
Bachelor of Science - Science
Shyamlal College, Delhi University
04.2001 -
M.C.A. - Software Engineering
IGNOU