Bibliobibuli
Pratiyush Srivastava
Assistant Manager- Quality Assurance
Noida,India
Summary
Accomplished Assistant Manager and dedicated employee with integrity, strong work ethic and great leadership skills with over 6 years of experience enhancing operations for organizations through Quality assurance and process development . Proven track record of transforming specific business goals related to growth and efficiency improvements into B2B culture. Knowledgeable Quality enthusiast known for recommending new process to enhance existing systems and introduce new systems with better results. Some of core domains are: Quality Management System, Business Process Improvement , and Client Interaction & escalation management.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Assistant Manager- Quality Assuance
IndiaMART Intermesh LTD
Noida, UP
10.2020 - Current
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Mentored team members to enhance professional development and accountability in workplace.
- Managed customer relations by developing effective communications process through Social Media analysis
Supported and aligned efforts to meet business and customer needs. - Validated results and performed quality assurance to assess accuracy of data.
- Mapped processes to holistically examine business flow and identify improvement opportunities.
- Provided project-level analysis incorporating proposals, sequence diagrams, and scope matrixes.
- Weekly and monthly quality dashboards, reports, calibrations, Social Media escalations (>1700+), Ticket TAT management, Quality Sessions and trainings, and business review preparation.
Managed customer relations by developing effective communications process. - Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Upsell/ churn process management, ADA and reports, Process corrections, Meetings/ calibrations/ launch meets, SOPs (review/creation/ Implementation)
Senior Analyst
IndiaMART
Noida, IN
05.2018 - 09.2020
- Discovered root causes of problems and identified appropriate solutions.
- Enhanced interfaces to promote better functionality for users.
- Optimized core processes to improve business performance and operational agility.
- Documented procedures and business processes and shared information with appropriate stakeholders.
- Maximized team knowledge and productivity by training, monitoring and directing employees in application of best practices and regulatory protocols.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Guided sales and services process through due diligence, feedbacks and valuation.
- Weekly and monthly quality dashboards, reports, calibrations, Quality Sessions and trainings, and business review preparation.
Sr. Interaction Analyst
MattesenKumar LLC
Jaipur, RJ
11.2017 - 02.2018
- For more than 15 years, MattsenKumar has been pioneer in establishing and transforming contact center operations for leading organizations across globe
- With over 13 years of providing third party quality monitoring through exclusive partnership with HyperQuality
- Developed departmental training materials/procedural processes
- DSAT bottom box alerts in weekly basis to ensure quality assurance and report irregularities to Group Supervisor for proper agent coaching Worked with Group Supervisors to develop customer care representative's performance and to create action plans to improve quality scores
- Worked on different compliance related reports to prepare required collection of data to deliver pin point information to clients
- Corrective action plans, root cause analysis and training need analysis reports generation.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Quality Analyst Specialist
Teleperformance
Jaipur, RJ
09.2015 - 11.2017
- Teleperformance SE is an omnichannel company headquartered in France
- The company provides customer acquisition, customer care, technical support, debt collection, social media, and other services around the world
- Ensured that all processes and activities were of the highest standards of customer relation-Effectively monitored performance, service levels and performance on ongoing basis.
- BQ and ABQ handholding for quality management
- Established clear and competitive goals, growth roadmaps and strategic business plans.
- Coordinated leadership workshops to educate team members on best practices to optimize productivity.
- Teamed with operations to create organization's mission and vision statements.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Monitored DSATs, CSATs, escalations, compliance and drive-off.
- Delivered Quality dashboards, reports and business reviews.
Intern
Harihar Biotech
Agra, UP
01.2014 - 05.2014
- Clinical data writing for 5000+ pharma companies
- Etailed listings of companies in Biotechnology sector
- Linical study under FDA
- Argeting and sequencing of clinical achievements of different A-list biotech companies
Education
B. Tech - Technology and, Biotech
SHIATS
Prayagraj, UP 07.2010 - 06.2014
Skills
Six Sigma
Advanced MS Office Suite
Tableau
G-Suite
Analytical and Critical Thinking
Google Analytics
CAPA
Auditing experience
Reporting skills
Social Media Management
Employee coaching
Training program development
Employee training
CRM and Salesforce proficiency
Lean Six Sigma
Minitab
Quality Management Systems
Additional Information
- ACHIEVEMENTS , Best Performer of the Month (Oct'19) IndiaMART Best Performer of the Month (Dec'19) IndiaMART
Certification
Lean six sigma Green Belt
Interests
Scripturient
Knowledge Keeping
Snooker
Conspiracy theories
Timeline
Lean six sigma Green Belt
11-2020
Assistant Manager- Quality Assuance
IndiaMART Intermesh LTD
10.2020 - Current
Senior Analyst
IndiaMART
05.2018 - 09.2020
Sr. Interaction Analyst
MattesenKumar LLC
11.2017 - 02.2018
Quality Analyst Specialist
Teleperformance
09.2015 - 11.2017
Intern
Harihar Biotech
01.2014 - 05.2014
B. Tech - Technology and, Biotech
SHIATS
07.2010 - 06.2014