Summary
Overview
Work History
Education
Skills
Certification
Languages
Affiliations
Accomplishments
Projects worked
Timeline
Generic

P Kiran Kumar

Bengaluru

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. Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Eager to contribute to a dynamic team and support organizational goals.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Quality Analyst

Cognizant
Bengaluru
07.2023 - Current
  • Handling one of the premium US-based customer service campaigns
  • Auditing tickets worked by agents and providing constructive feedback to improve performance
  • Conducting internal and external calibrations to fix process misgaps and ensure quality service
  • Improving operational performance by suggesting process improvement ideas and conducting team huddles for agents

Quality Analyst

ECPL
Bengaluru
09.2020 - 07.2023
  • Managed different US, UK, and Australian business profiles, improving operational performance through calibration calls and team huddles.
  • Monitored chats, emails, and calls to provide constructive feedback to agents.
  • Conducted internal and external calibration calls to achieve quality metrics.
  • Led team huddles to provide process updates and opportunities for performance improvement.

Leader Coach (Team Leader)

[24]7.ai
Bengaluru
09.2019 - 06.2020
  • Led a team of 20 agents to perform day-to-day operational work. Focused on delivering program SLA, achieving stakeholders' goals, and resolving customer problems to improve operations and provide exceptional client support through effective team leadership and problem-solving skills.
  • Empowering the teammates by helping them to upskill in their careers through effective teamwork.
  • Usage of Google Workspace (Chrome, Docs, Sheets) to provide process insights and for data presentation, and also for documentation purposes.
  • Handled financial-related queries like salary issues and also helped my managers in billing-related concerns (comes within project scope).
  • Attended Bedrock capsule 1 Apprenticeship program to develop leadership and people management skills.

Senior Quality Analyst

[24]7.ai
Bengaluru
07.2018 - 09.2019
  • Motivated and guided Quality Analysts to deliver high-quality work on time.
  • Monitored chats, emails, and calls, and provided constructive feedback to improve agent performance.
  • Conducted internal and external calibrations to achieve quality metrics.
  • Led projects like DSAT Analysis and Brainstorming sessions to enhance operational performance.
  • Conducted a refresher training program for BQ agents to help them achieve performance.

Quality Analyst

[24]7.ai
Bengaluru
05.2015 - 06.2018
  • Handled different business profiles like Technical, Customer Sales, and Customer service campaigns.
  • Monitored chats, emails, and calls taken by agents to provide constructive feedback.
  • Conducted internal calibration among team leaders to achieve quality metric.
  • Attended and conducted external calibration calls with clients.
  • Improved operational performance by execution of projects like DSAT Analysis, effective chat structure projects, brainstorming sessions, process gap analysis.
  • Team huddle conducted for agents to provide process updates and to share opportunities to improve performance.
  • Conducted risk management activities like compliance and risk audits to ensure the project is risk-free.

Executive

[24]7.ai
Bengaluru
09.2013 - 04.2015
  • Managed backend customer service tickets and ensured timely resolution of customer queries.
  • Participated in team huddles and provided floor support to colleagues for a cohesive work environment.
  • Collaborated on internal activities to support fellow workers and maintain a positive work culture.

Education

B.Com -

KSOU(Karnataka State Open University)
Bengaluru,India
09-2016

Skills

  • Problem Solving skills
  • Excellent communication skills
  • Leadership skills
  • People Management skills
  • Stakeholder Management skills
  • Adaptability skills
  • Ability to Multitask
  • Analytical skills
  • Team Management skills
  • Critical thinking and Decision making skills

Certification

  • Google - Foundations of Project Management from Coursera, issued Jul 13,2024
  • Google - Project Initiation : Starting a Successful Project from Coursera, issued Sept 16, 2024
  • Certified Lean Six Sigma White Belt Holder from Six Sigma Academy Amsterdam, issued October, 2022
  • Certified Lean Six Sigma Yellow Belt Holder from Six Sigma Academy Amsterdam, issued October, 2022
  • Body Language for Leaders and Managers from LinkedIn, issued Aug, 2024
  • Digital business Strategy from Udemy, issued June, 2024
  • How to tell a story with data from Udemy, issued June, 2024
  • Bedrock - Capsule 1 from [24]7.ai, issued Jan,2018

Languages

English
First Language
Tamil
Proficient (C2)
C2
Kannada
Proficient (C2)
C2
Hindi
Proficient (C2)
C2

Affiliations

  • I love cooking and my other hobbies are playing cricket, watching movies

Accomplishments

  • Best Quality Analyst award received from Cognizant for adding value to the project and being a very detailed oriented and helpful resource in the project
  • Best Quality Analyst award received from [24]7.ai for adding value to the program and controlling quality aspects.
  • Centre R&R Award received from [24]7.ai for Best Quality Analyst" overall centre/sitewise for adding value to the program and controlling quality aspects.
  • Best Quality Analyst award received from ECPL for 2 consecutive quarters for adding value to the campaigns and helping the campaigns to be in green zone.

Projects worked

  • BQ Management Project - As a Quality Analyst - Handled process bottom quartile agents,
    coached and improved their performance to achieve process SLA
  • Fish Bone Analysis - As a Leader Coach(Team Leader) - Did project on AHT(Average
    Handling Time) by doing "Fish Bone Analysis", thus, provided the
    opportunities which can be worked by the Ops Team to reduce the
    AHT on chats and calls.
  • Ticket Reading Session - As a Quality Analyst - Conducted "Ticket Reading Session" by way
    of Brainstorming to reduce the process errors among the team
    members.

Timeline

Quality Analyst

Cognizant
07.2023 - Current

Quality Analyst

ECPL
09.2020 - 07.2023

Leader Coach (Team Leader)

[24]7.ai
09.2019 - 06.2020

Senior Quality Analyst

[24]7.ai
07.2018 - 09.2019

Quality Analyst

[24]7.ai
05.2015 - 06.2018

Executive

[24]7.ai
09.2013 - 04.2015

B.Com -

KSOU(Karnataka State Open University)

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P Kiran Kumar