Summary
Overview
Work History
Education
Skills
Certification
Websites
Accomplishments
Timeline
Generic

NIRANJAN PRASAD

Deputy Manager- Quality
Gurugram

Summary

Strategic and quality-focused Deputy Manager with 10+ years of progressive experience in BPO operations, quality management, and client communications. Recognized for excellence in performance analysis, stakeholder engagement, and compliance governance. Adept at presenting performance review dashboards, leading innovation initiatives, and driving continuous improvement across cross-functional teams. Highly proficient in Microsoft Office, Power BI, and performance-enhancing tools.

Overview

11
11
years of professional experience
3
3
Certifications
1
1
Language

Work History

Sr. Team Supervisor – Quality (Deputy Manager)

Concentrix Daksh Services Pvt. Ltd.
12.2024 - Current
  • Prepare mid-week, weekly, and quarterly performance review decks for leadership and clients
  • Escalation point for client-facing concerns ensuring prompt resolution
  • Innovation Champion reviewing and approving employee-submitted ideas for business growth
  • Maintain compliance dashboards and facilitate internal/client calibration calls

Supervisor – Quality (Assistant Manager)

Concentrix Daksh Services Pvt. Ltd.
06.2022 - 11.2024
  • Created detailed monthly performance reports for agents and QA teams
  • Led audit planning and drove audit target completion
  • Delivered weekly/monthly business review decks and insights using Power BI
  • Managed calibration sessions, FMEA tracking, and B2B performance analysis
  • Identified training needs and conducted quality knowledge tests

Senior Quality Analyst

Concentrix Daksh Services Pvt. Ltd.
03.2018 - 05.2022
  • Conducted TNA/TNI sessions and detailed business audits
  • Implemented compliance, ISO, and COPC audits across business units
  • Published regular monitoring reports and participated in calibration meetings

Senior Customer Support Advisor

Concentrix Daksh Services Pvt. Ltd.
02.2016 - 03.2018
  • Managed chat support for a US-based telecom provider

Customer Advisor

Hero BPO
12.2015 - 01.2017
  • Engaged B2B clients for lead generation in the UK energy sector

Customer Advisor

ProsquadIT Technologies
03.2014 - 11.2015
  • Provided technical support and resolved software-related queries

Education

B.Tech. - Electronics & Communication

PTU
Punjab
01.2008 - 2012.01

12th Grade CBSE -

GHSS Bomdila
Bomdila, Arunachal Pradesh

10th Grade CBSE -

GHSS Bomdila
Bomdila, Arunachal Pradesh

Skills

  • Quality Management & Audit Execution

  • Performance Analysis & Reporting

  • Stakeholder Engagement & Escalation Handling

  • Process Innovation & Continuous Improvement

  • Team Leadership & Coaching (GROW Model)

  • Microsoft Office (Power BI, Excel, PowerPoint, Word)

  • Compliance Oversight & Calibration Management

Certification

Lean Six Sigma Yellow Belt – Link

Accomplishments

  • Best Support Role Award – Q1 FY 25–26 (Concentrix, Vice President's recognition)
  • Best Support Role Award – Q4 FY 24–25 (Client recognition)

Timeline

Sr. Team Supervisor – Quality (Deputy Manager)

Concentrix Daksh Services Pvt. Ltd.
12.2024 - Current

Supervisor – Quality (Assistant Manager)

Concentrix Daksh Services Pvt. Ltd.
06.2022 - 11.2024

Senior Quality Analyst

Concentrix Daksh Services Pvt. Ltd.
03.2018 - 05.2022

Senior Customer Support Advisor

Concentrix Daksh Services Pvt. Ltd.
02.2016 - 03.2018

Customer Advisor

Hero BPO
12.2015 - 01.2017

Customer Advisor

ProsquadIT Technologies
03.2014 - 11.2015

B.Tech. - Electronics & Communication

PTU
01.2008 - 2012.01

12th Grade CBSE -

GHSS Bomdila

10th Grade CBSE -

GHSS Bomdila

Similar Profiles

CREATE PROFILE
NIRANJAN PRASADDeputy Manager- Quality