Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Interests
Timeline
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Pratiyush Srivastava

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

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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

Bibliobibuli

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

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Pratiyush SrivastavaAssistant Manager- Quality Assurance