Paras Tiwari
New Delhi
Summary
Quality Assurance Leader with 8+ years of experience in Customer Experience (CX), Quality Operations, and Process Excellence across international BPO environments. Currently leading multi-site QA operations at Teleperformance, managing a team of 12+ QAs supporting 500+ FTEs.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Quality Assurance Supervisor
Teleperformance
Gurugram
09.2024 - Current
- Designed and maintained QA scorecards to monitor team and individual performance
- Developed and monitored SLA dashboards, tracking targets and achievements for compliance
- Conducted transaction monitoring and compliance checks to ensure high-quality standards.
- Presented Weekly and Monthly Business Review (WBR/MBR) reports to track process performance and identify improvement areas
- Implemented NPS improvement strategies, and drove quality improvement plans.
- Monitored new hire performance and onboarding compliance
- Led client calibrations, variance compliance, and spot checks, producing detailed reporting for stakeholders
- Conducted Training Needs Analysis and facilitated Individual Coaching Discussions to enhance team capabilities and address skill gaps
- Planned and executed sampling strategies for audits and quality evaluations
- Ensured CQM (consequence management) adherence by identifying process outliers and driving compliance initiatives
- Managed workload and staffing plans to optimize resource utilization.
- Led rostering and supervised QA teams for smooth operations
- Developed dashboards and reports to provide stakeholders with clear insights into performance metrics and trends
- Fostered client relationships, and supported project alignments.
- Prepared KPI-wise presentations, and performed root cause analysis.
- Automations on reporting to reduce human efforts and transformation
Quality Assurance Analyst
Teleperformance
Gurugram
09.2022 - 09.2024
- Performed root cause analysis for client escalations and fraud checks.
- Maximized customer satisfaction by resolving service issues and managing escalations.
- Conducted performance feature assessments and ensured process reliability.
- Provided process training and managed quality audits for multi-channel communications
- Conducted dip checks to assess process integrity and provided process updates.
- Published monthly scorecards and organized engagement activities.
Escalated Complaints Specialist
Teleperformance
Gurugram
10.2021 - 09.2022
- Resolved customer inquiries and managed complex complaints
- Addressed escalated customer complaints, ensuring resolution with empathy and professionalism.
- Collaborated with escalation team to address customer issues. collaborating with vendors and customers
- Coordinated with cross-functional teams to resolve complex issues, improving overall customer experience.
- Contributed to client calibrations to enhance service quality and ensure timely delivery.
Senior Customer Service Representative
Elawoman
New Delhi
01.2019 - 04.2021
- Delivered customer-centered services, enhancing satisfaction levels
- Supported purchasing decisions by assessing customer needs effectively
Customer Support Specialist
Zomato
Gurugram
01.2018 - 01.2019
- Addressed customer inquiries through phone and email, ensuring prompt and accurate responses
- Guided customers in purchasing decisions, enhancing overall service experience
Education
Bachelor of Commerce -
IGNOU
06-2020
Senior Secondary Certificate - Commerce
NIOS
New Delhi05-2017
Higher Secondary Certificate -
NIOS
New Delhi05-2015
Skills
- Transaction monitoring
- Quality control tools
- SLA and KPI reporting
- Process compliance
- Risk mitigation
- NPS and CSAT improvement
- Team leadership
- Workload planning and rostering
- Client engagement strategies
- Calibration management
- Data analysis and audit sampling
- Report presentation skills
- Lean Six Sigma Yellow Belt
- Digital Transformation AI driven
Certification
Lean Six Sigma Yellow Belt (LSSYB)
Awards
- Star of the Month, Four consecutive months as a Walmart agent, 2021
- Guiding Light of the Month, Quality Team Leader, 2025
Personal Information
- Date of Birth: 07/07/00
- Nationality: Indian
Languages
- English, C1 - Advanced
- Hindi, C2 - Proficient
Timeline
Quality Assurance Supervisor
Teleperformance
09.2024 - Current
Quality Assurance Analyst
Teleperformance
09.2022 - 09.2024
Escalated Complaints Specialist
Teleperformance
10.2021 - 09.2022
Senior Customer Service Representative
Elawoman
01.2019 - 04.2021
Customer Support Specialist
Zomato
01.2018 - 01.2019
Bachelor of Commerce -
IGNOU
Senior Secondary Certificate - Commerce
NIOS
Higher Secondary Certificate -
NIOS