Pramod Kumar
Senior Quality Evaluator
Faridabad,Haryana
Summary
Senior Quality Evaluator auditing 50+ customer interactions per week across phone, email, chat, and messaging channels to verify quality, accuracy, compliance, and client requirements. Delivers structured feedback, Root Cause Analysis, and associate coaching that help reduce repeat errors and close process gaps. Supports teams of 30–40 associates through assessments, policy refreshers, and weekly performance reporting.
Overview
10
10
years of professional experience
Work History
Senior Quality Evaluator
Concentrix daksh pvt limited
07.2025 - Current
- Audit customer contacts across phone, email, chat, and messaging to assess quality, accuracy, compliance, and client requirements.
- Coach associates with structured feedback, associate coaching & feedback, and quality calibration to close recurring performance gaps.
- Conduct root cause analysis on recurring errors and process gaps to support corrective action and error reduction.
- Manage quality responsibilities for teams of approximately 30–40 associates while tracking performance and publishing weekly reports.
- Assess new hires and build product and process knowledge through support sessions and onboarding guidance.
- Lead policy sessions and refresher training for bottom-performing associates to address quality gaps and reinforce process updates.
- Collaborate with operations teams to resolve quality concerns, align on client requirements, and maintain consistent execution.
Interim Operations Support / Process Support
Concentrix daksh pvt limited
03.2021 - 03.2025
- Monitored [number] team performance metrics weekly to track associate output and operational alignment.
- Supported day-to-day operations while coordinating up to 30 associates across shifting workload demands.
- Coached associates on product knowledge, process adherence, and customer handling to lift productivity and consistency.
- Supported new hires with product knowledge, process understanding, and day-to-day operational questions.
- Reviewed performance gaps with team members and delivered targeted support to improve follow-through on expectations.
- Documented operational expectations and monitored daily work using MS Excel and reporting tools.
Process Associate
Concentrix daksh pvt limited
02.2017 - 09.2021
- Resolved customer concerns by applying established processes and delivering appropriate service-based support.
- Maintained adherence to quality standards, customer service requirements, and established process controls.
- Built strong product, process, and customer-handling knowledge to support accurate communication.
- Developed a foundation in customer service operations that supports transition into operations support and quality evaluation roles.
- Strengthened communication standards by handling inquiries consistently across multiple customer channels.
Education
Bachelor in Computer Science - Computer Science
MDU
07-2014
Skills
Quality auditing & evaluation
Root cause analysis
Performance monitoring & reporting
SLA management
MS Excel
Associate coaching & feedback
Quality calibration & performance improvement
New-hire assessment & support
Team performance management
Policy & refresher training
Control charts
Statistical process control
Process mapping
Lean management
Quality scorecard design
Escalation management
Timeline
Senior Quality Evaluator
Concentrix daksh pvt limited
07.2025 - Current
Interim Operations Support / Process Support
Concentrix daksh pvt limited
03.2021 - 03.2025
Process Associate
Concentrix daksh pvt limited
02.2017 - 09.2021
Bachelor in Computer Science - Computer Science
MDU