Pulkit Singh

• Supervising team performance and maintaining quality standards, ensuring compliance with best practices and procedures.
• Worked on Training and Quality base that included LMS, audit
• sheets, audit tracking systems, and manuals.
• Accountable for the definition, analysis, design, development,
• deployment, and delivery of training programs to the sales
• team, customer support team, and leadership
• Conducted comprehensive customer satisfaction surveys,
• analyzed results, and developed action plans to address
• feedback.
• Worked on Quality Management System (QMS) to ensure product
• compliance with customer and regulatory standards.
• Monitored and reviewed product quality standards and
• process performance to identify areas of non-compliance.
• Led monthly quality audit activities to ensure compliance with
• QMS requirements. (ATAS)
• Monitored and analyzed product performance data to identify
• potential issues and areas of risk.
• Created and implemented corrective and preventive action
• plans to address areas of non-compliance.
• Implemented projects to increase revenue and customer
• satisfaction using Lean Six Sigma, FMEA, Root Cause Analysis,
• DMAIC, and 7 QC tools.
• Been a part of Monthly Business Reviews (MBR) and Weekly
• for the definition, analysis, design, development,
• Deployment, and delivery of training programs to the sales.
• team, customer support team, and leadership.
• Conducted comprehensive customer satisfaction surveys,
• analyzed results, and developed action plans to address
• Feedback, achieving improvement in CSAT scores.
• Established processes for regularly collecting and analyzing
• customer feedback through NPS and CSAT surveys, leading to
• enhanced customer experience initiatives.
• Developed, implemented, and maintained a comprehensive
• Quality Management System (QMS) to ensure product
• compliance with customer and regulatory standards
• Monitored and analyzed product performance data to identify
• potential issues and areas of risk.

• Conducted audits of sales and customer service calls, providing valuable feedback to enhance performance
• Prepared weekly and monthly reports, including BQ coverage reports and variance reports
• Facilitated call calibrations and performed need analysis for bottom performers and PEP agents
• Assisted in designing, developing, and implementing comprehensive training programs, ensuring alignment with organizational objectives
• Led the design and implementation of training programs aligned with organizational objectives, resulting in an increase in employee performance and skill development.

• Monitored calls to ensure quality and compliance.
• Created reports and handled incoming calls.
• Attended calibration calls to align team performance.
• Trained new employees on processes and standards.
• Audited New Hire Training (NHT) batches for effectiveness.
• Participated in monthly refresher sessions to stay updated and maintain skills.

•Handled customer service calls to resolve inquiries and issues.
•Managed On-the-Job Training (OJT) batches to ensure
effective training and onboarding

• Engaged with existing clients to explore additional financial service requirements and address their needs proactively
• Provided support to senior agents with client calls and management, contributing to overall team success
• Utilized cold calling techniques to generate leads, expanding the client base and driving business growth.