Puneet Kumar Sharma
QUALITY & TRAINING MANAGER
Jabalpur,MP
Summary
14+ Years of Experience in BPO, International Experience 10+ Years with 4+ Years in Domestic. Managing Quality with excellent 9+ Years along with Quality & Training Manager 4 Years. Lean Six Sigma Green Belt Certified.
Overview
13
13
years of professional experience
1
1
Certification
2
2
Languages
Work History
Quality & Training Manager
iLeads Auxiliary Services
11.2022 - 10.2025
- Develop and implement quality control processes to ensure high-quality service delivery.
- Monitor performance metrics, identify areas for improvement, and report to stakeholders.
- Provide training and coaching to agents to improve performance and address quality issues.
- Identify opportunities for process improvements and implement changes to enhance efficiency and quality.
- Ensure client expectations are met or exceeded, and address any client concerns.
- Ensure adherence to regulatory requirements, industry standards, and company policies.
- Manage a team of quality analysts, provide guidance, and oversee their work.
- Audit sampling for both BAU and CSAT on the basis of dialer data for day -1, and QA ratio.
- All RCA and case studies prepare and manage the escalation desk.
- Preparing TNA/TNI and monitoring for implementation.
- Calibration, both internal and external.
- Collaborated with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
Quality Manager
Startek - Aegis
02.2020 - 11.2022
- Managed and archived quality documentation and participated in internal and external quality audits.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Improved quality processes for increased efficiency and effectiveness.
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Managed root cause analysis investigations, determining underlying issues in product failures and implementing corrective actions as necessary.
- Enhanced customer satisfaction by monitoring and addressing customer complaints promptly and efficiently.
Team Lead Quality
Anyone Home IT Services
06.2018 - 01.2020
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Led cross-functional teams for successful project execution while maintaining strong collaboration among team members.
Quality Analyst
Teleperformance
03.2014 - 05.2018
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Analyzed quality and performance data to support operational decision-making.
- Developed and maintained quality assurance procedure documentation.
Process Associate
Genpact - India
10.2012 - 02.2014
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked effectively in fast-paced environments.
Education
B. Com - Computer Applications
R.D.V.V University
Jabalpur, Madhya Pradesh05-2012
Skills
Quality Assurance
Leadership
- Managed multiple process and clients.
- Proven record for both Quality and Training
Certification
Six Sigma Green Belt
Timeline
Quality & Training Manager
iLeads Auxiliary Services
11.2022 - 10.2025
Six Sigma Green Belt
07-2021
Quality Manager
Startek - Aegis
02.2020 - 11.2022
Team Lead Quality
Anyone Home IT Services
06.2018 - 01.2020
Quality Analyst
Teleperformance
03.2014 - 05.2018
Process Associate
Genpact - India
10.2012 - 02.2014
B. Com - Computer Applications
R.D.V.V University