Nirajkumar Gupta
Navi Mumbai
Summary
Quality Manager, I'm a dedicated professional with 9+ years of experience. I'm skilled at finding ways to improve processes and make them more efficient. My expertise includes: managing quality control programs, creating and implementing quality assurance policies, conducting internal audits, analyzing data to identify areas for improvement, identifying potential risks and finding solutions, working well with teams, and building strong client relationships. I'm a strong communicator and problem solver with a passion for excellence.
Overview
9
9
years of professional experience
Work History
Quality Manager
ICAN BPO Pvt. Ltd
03.2024 - Current
- Conducted training sessions for employees on quality assurance processes, techniques and tools.
- Provided technical guidance on quality control activities to support efficient operations.
- Identified root causes for defects by analyzing statistical data from test results, customer feedback and other sources.
- Successfully managed 3 sales campaigns, improving live transaction approval from 60% to 85%.
- Leading a team of 13 Quality Analysts, 2 QTLs, and 2 trainers, overseeing performance and development.
- Managed client escalations to ensure timely resolution and improve client satisfaction.
- Increased process efficiency by 20% through continuous monitoring and performance analysis.
- Developed and managed training batches, including certifications and SDA processes.
- Focused on driving internal quality score improvements and ensuring adherence to SLA.
- Implemented continuous process improvement strategies for better service delivery.
- Managed the creation of training materials and schedules for new and ongoing processes.
Assistant Manager - Quality
ICAN BPO Pvt. Ltd
04.2021 - 02.2024
- Handled 200+ outsourced center and helped them in their daily functions with end- to end continuous improvements in terms of performance with quality standards
- Prepared training Material and schedules for New Processes
- Maintained Revenue sheet and Performance Report
- Managed QA team and helped them with reports and analysis
- Calibration, preparing QA form, working on BQs, etc.
Quality Team Leader
ICAN BPO Pvt. Ltd
06.2019 - 03.2021
- Monitored and mentored the performance of the Quality team across two processes: Membership and Health Care.
- Improved internal quality scores by implementing effective feedback and coaching strategies.
- Collaborated with QA's to determine requirements and develop quality procedures, ensuring consistency in performance.
- Led the team to ensure the successful completion of all assigned tasks and responsibilities.
- Shared Training Needs Analysis (TNA) with the training team to improve learning outcomes.
- Analyzed daily summaries provided by QA's to identify trends and areas for improvement.
- Trained new and existing QA staff on roles, responsibilities, and best practices for the QA profile.
- Conducted calibrations, prepared QA forms, and worked on quality benchmarks to enhance process efficiency.
Quality Analyst
ICAN BPO Pvt. Ltd
06.2017 - 05.2019
- Worked on internal Quality Score Improvement
- Worked on Quality requirements for 3 processes Med-Alert, Home Security & Membership
- Conducted coaching and feedback sessions with CSR about his/her area of improvement
- Worked towards improvement on the quality of CSRs
- Conducted Quality induction and Certification
- Monitoring calls and providing feedback to all the assigned CSR's
- Conducting calibration
- Conducting product knowledge tests for all the CSRs on the floor
- Took training and conducted Mock Call certifications for a few batches
- Coordinated with clients to implement any process changes with regards to Quality.
SME (Senior Associate)
ICAN BPO Pvt. Ltd
07.2015 - 05.2017
- Worked as a sales agent for 3 different sales processes
- Internet-enabled services (Semi- Tech)
- (Semi- Tech, Med-Alert, and Home Security)
- Semi-Tech was an inbound campaign for technical service, job role was to answer calls and do the upselling and then transfer the call to a remote technician
- Med- Alert was full-time outbound campaign, Job role was selling a personal emergency response system which can be carried anywhere, daily 2 units
- Home Security full-time outbound campaign - Job role like Med- Alert it was also an emergency system however not as a person but for owned houses
- Daily 1 unit.
Education
Bachelor of Arts -
Prof. Rajendra Singh (Rajju Bhaiya) University
Allahabad, Uttar Pradesh08-2024
H.S.C. -
Sainath Junior College
Mumbai, Maharashtra03-2021
S.S.C. -
ICL High School
Mumbai, Maharashtra06-2005
Skills
- Quality Assurance & Control
- Sales Performance Optimization
- Process Improvement & Efficiency
- Client Escalation Management
- Team Leadership & Development
- Training & Development
- Call Monitoring & Auditing
- Calibration & Standardization
- Data Analysis & Reporting
- Client Relationship Management
- Compliance & Regulatory Standards
- Communication & Feedback
- Sales Campaign Management
- Performance Management & KPIs
- Conflict Resolution
Accomplishments
- Achieved promotion three times within a span of 5 years from QA to QL and QAM.
- Rated the best QA for Med-Alert and Membership
Certification
- SEPTEMBER 2023
SIX SIGMA – YELLOW BELT PROFESSIONAL – 6SIGMASTUDY, CREDENTIAL ID 877656
- MARCH 2023
BUSINESS ANAYSIS FOUNDATION - LINKEDIN, PMI® REGISTERED EDUCATION PROVIDER | PROVIDER ID: #4101 CERTIFICATE NO: AWO-FUJFYYKS17SVYB2W5ZKILOCP
- MARCH 2023
AGILE REQUIREMENTS FOUNDATION- LINKEDIN, PMI® REGISTERED EDUCATION PROVIDER | PROVIDER ID: #4101 CERTIFICATE NO: AECZTZA_4SC9KMZ5JI5SCCPIAQWZ
- FEBRUARY 2023
PROJECT MANAGEMENT FOUNDATION - LINKEDIN, PMI® REGISTERED EDUCATION PROVIDER | PROVIDER ID: #4101 CERTIFICATE NO: AAZCNPZIWQN_VF_0TGG24E19WGXH
- JANUARY 2021
ISO 9001:2015 Quality Management Systems Lead Auditor Course -UDEMY
ACCOMPLISMENTS
Timeline
Quality Manager
ICAN BPO Pvt. Ltd
03.2024 - Current
Assistant Manager - Quality
ICAN BPO Pvt. Ltd
04.2021 - 02.2024
Quality Team Leader
ICAN BPO Pvt. Ltd
06.2019 - 03.2021
Quality Analyst
ICAN BPO Pvt. Ltd
06.2017 - 05.2019
SME (Senior Associate)
ICAN BPO Pvt. Ltd
07.2015 - 05.2017
Bachelor of Arts -
Prof. Rajendra Singh (Rajju Bhaiya) University
H.S.C. -
Sainath Junior College
S.S.C. -
ICL High School
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