Summary
Overview
Work History
Education
Skills
Websites
Aboutme
Personal Information
Hobbies and Interests
Languages
Timeline
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Nitesh Kumar

Nitesh Kumar

Bangalore

Summary

Detail-oriented professional committed to improving organizational outcomes by monitoring performance initiatives. Focused on planning, implementing, and optimizing procedures. Specializing in operations and dedicated to maximizing quality.

Overview

6
6
years of professional experience

Work History

Sr-Process Associate (Tittle & Quality)

First American India
Bengaluru
06.2023 - Current
  • Assisted in the development of operational policies and procedures to ensure compliance with company standards.
  • Maintained accurate records of all transactions related to processes in accordance with company guidelines.
  • Created training materials for staff members regarding changes in process procedures.
  • Input client information into spreadsheets and company databases to provide leaders with quick access to essential client data.

Quality Specialist

Acko General Insurance
Bangalore
02.2022 - 03.2023
  • Conducting quality checks and evaluating risk-based interactions (Email, Calls & Escalations)
  • Evaluated and monitored a high volume of customer interactions, increasing customer satisfaction.
  • Identified low-performing agents and made recommendations to the team leaders, which resulted in increasing agent performance.
  • Co-managed internal client relationships, ensuring effective communication and timely delivery of quality targets.
  • RCA completion for critical escalations, e.g., social media, CEO, IRDA.

Sr ERC Associate (Blend)

Amazon Development center
Bangalore
01.2021 - 07.2021
  • Provided excellent customer service and resolved customer queries at the same time.
  • Took inbound calls from US Amazon employees.
  • Worked on various tools for documenting their issues and following up till it gets resolved (Trouble tickets & Panorama cases)
  • Worked as a Blend HR assistant, virtual.

Quality Auditor

Accenture Solution private limited
Bangalore
07.2018 - 12.2020
  • Evaluated inbound calls for concerns about policies, e.g., new policy (sale), service, and retention
  • Calibrated with the Team coaches (UK) on a sample call
  • Transitioned into a new quality framework by the clients to add value for the customer journey (call), e.g., how the call went down, regardless of the information shared or not.
  • Internal reporting, e.g., ACPT, DSAT, agent evaluation report.

Education

Lean Six Sigma Green Belt Certified ( Business Excellence) -

Benchmark Six Sigma
02.2023

Bachelor - Accounting & Finance ( B.COM )

Patna University
Patna
01.2018

Skills

  • Compliance management
  • Continuous Process improvement
  • 7 QC Tools
  • Analytical Skills
  • Problem-solving
  • Execution Excellence
  • Training & Communication
  • Cross-Functional Collaboration

Websites

Aboutme

Quality Assurance Analyst with an experience in Insurance & customer services, and impeccable communication skills. Ability to work independently, prioritize workloads, and deliver results in line with business targets. Highly personable with proficient organizational & time management skills.

Personal Information

  • Title: Quality Specialist
  • Date of Birth: 11/05/1996
  • Nationality: Indian
  • Marital Status: Single

Hobbies and Interests

  • Mountain Hiking
  • Bike riding
  • Fitness enthusiast
  • Outdoor sports
  • Music explorer

Languages

  • Hindi
  • English
  • Maithili

Timeline

Sr-Process Associate (Tittle & Quality)

First American India
06.2023 - Current

Quality Specialist

Acko General Insurance
02.2022 - 03.2023

Sr ERC Associate (Blend)

Amazon Development center
01.2021 - 07.2021

Quality Auditor

Accenture Solution private limited
07.2018 - 12.2020

Lean Six Sigma Green Belt Certified ( Business Excellence) -

Benchmark Six Sigma

Bachelor - Accounting & Finance ( B.COM )

Patna University

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Nitesh Kumar