Puneeth Pushpan
Bengaluru
Summary
Dynamic quality management professional with extensive experience in Customer Service, leading teams of over 500 associates. Proven expertise in transaction quality and client management, driving significant improvements in service delivery. Adept at utilizing Six Sigma methodologies to enhance operational efficiency while fostering a culture of excellence and collaboration.
Overview
2
2
years of professional experience
Work History
Manager – Training and Quality
Cogent E Services
01.2023 - 06.2024
- Leading a team 150 associates supervised by Quality Analysts & Trainer who are directly reporting to me.
- Responsible for KRA’s conducted by the QA’s across the LOB.
- Ensure adherence to quality norms as per client specification, also internal policies, procedures, and compliance regulations are being followed.
- To Ensure QA’s & Trainer is performing efficiently and effectively.
- Sharing a governance plan with them so that they can adherence to the plan for the week.
- Liaise with the Operation team to streamline metrics and reducing the learning curve.
- Working on escalation received from the client end and closing it within in timeline.
- Make recommendations and drive improvement support the Company's pursuit of high-quality service to internal and external customers and enhance the overall customer experience.
- Sharing Insights with the Operation team/client on the metric movement.
Manager – Quality
Startek India Pvt Ltd
06.2022 - 11.2022
- Leading a team more than 500 associates supervised by Quality Analysts who are directly reporting to me.
- Responsible for KRA’s conducted by the QA’s across the LOB.
- Also, ensuring that the QA’s are upskilled, trained as and when required.
- Solving their problems, conducting performance management session, encouraging to work on dispute management skills which would help them in driving the performance on the floor, handling team grievances by conducting 1-0-1 sessions with the affected parties to enhance smooth functioning of the process.
- Ensure adherence to quality norms as per client specification, also internal policies, procedures, and compliance regulations are being followed.
- To ensure that reporting quality analyst are performing efficiently and effectively within their assigned areas, with pre-determined performance standards.
- Identify improvement opportunities, develop and drive appropriate action plans for quality enhancement on process level.
- Partner with Operations and streamline metrics, reduce learning curve and help enhance product and process knowledge of new joinees client Coordination - calibration calls, reports etc.
- Communicate to heighten awareness and focus on importance of improving the overall customer experience.
Deputy Manager - Quality
Concentrix India Pvt Ltd
- Leading a team 400 associates supervised by 20 Quality Analysts who are directly reporting to me.
- Responsible for KRA’s conducted by the QA’s across the LOB.
- Also, ensuring that the QA’s are upskilled, trained as and when required.
- Solving their problems, conducting performance management session, encouraging to work on dispute management skills which would help them in driving the performance on the floor, handling team grievances by conducting 1-0-1 sessions with the affected parties to enhance smooth functioning of the process.
- Also, worked as a Temp OPS TL during season and handled team of 25 FTE Employees.
- Worked on metrics such as Attrition Management, Shrinkage, Leakages etc.
- Ensure adherence to quality norms as per client specification, also internal policies, procedures, and compliance regulations are being followed.
- To ensure that reporting quality analyst are performing efficiently and effectively within their assigned areas, with pre-determined performance standards.
- Partner with Operations and streamline metrics, reduce learning curve and help enhance product and process knowledge of new joinees client Coordination - calibration calls, reports etc.
- Communicate to heighten awareness and focus on importance of improving the overall customer experience.
- Make recommendations and drive improvement support the Company's pursuit of high quality service to internal and external customers and enhance the overall customer experience.
- Ensure that internal policies, procedures, and compliance regulations are being followed.
- Identify operational / training issues and help team in fixing these gaps.
- Analyze the data of the team aligned and make dashboards.
Education
MCA -
LPU
01.2014
BCA -
GJU
01.2012
12TH -
C.B.S.E.
01.2009
10TH -
C.B.S.E.
01.2007
Skills
- Transaction Quality
- MS Office
- Quality Tools
- Presentation Skills
- Excel
- Six Sigma
- Client Management
Accomplishments
- Been selected as 'Top Talent' in the organization for the year 2016/17.
- Picked as temp lead after completing 13 months as an associate.
- Won multiple 'On the spot' Rewards and Recognition (RNR) during the season and off season.
- Trained multiple new hired batches as Temp Trainer.
- Rewarded as 'Top Performer' in the previous role (Quality Analyst).
- Recognized by the client in the last peak.
- The LOB won rewards for the best site in the network.
Hobbies and Interests
- Photography
- Travelling
Disclaimer
I hereby declare that the above information provided by me is true.
Personal Information
- Date of Birth: 03/06/90
- Gender: Male
- Marital Status: Married
Attributes
- Good excel skills
- Good command over English language
- Good client management
- Good presentable skills
Timeline
Manager – Training and Quality
Cogent E Services
01.2023 - 06.2024
Manager – Quality
Startek India Pvt Ltd
06.2022 - 11.2022
Deputy Manager - Quality
Concentrix India Pvt Ltd
MCA -
LPU
BCA -
GJU
12TH -
C.B.S.E.
10TH -
C.B.S.E.