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
Patna01.2018
Skills
- Compliance management
- Continuous Process improvement
- 7 QC Tools
- Analytical Skills
- Problem-solving
- Execution Excellence
- Training & Communication
- Cross-Functional Collaboration
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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