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 Pradesh10th Grade CBSE -
GHSS Bomdila
Bomdila, Arunachal PradeshSkills
- 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
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