Rahul Goswami

Professional Experience Assists in building up new carriers and growth opportunities works closely with the partners(Clients/ Partners) others cross-function or departments. My communication skills are excellent, and I have a strong commitment to meet the expectations as defined. An ability to develop controls to minimize the risk.

• TT Certification2 times (Train the Trainer) Program held in Jamshedpur by Tata Sky Ltd & Conneqt ISO (9001:T2008.)
• QMS Internal Auditor Program by Business Solution Tata Steel Ltd., Tata Business Support Services.
• Adv. Excel Training program Conducted By Conneqt Business Solution and Concentrix VIA E-Learning Portal.
• Six Sigma YB & GB Certification from Concentrix VIA E- Learning Portal in presence of L&D team.

• 2023, Joined Startek India LTD. - Currently working as an Assistant Manager Quality taking (Myntra - L1 Chat & L2 - Back Office.)
• 2021 - 2023, Concentrix IBM Daksh - Got promoted as an Assistant Manager Quality in Jan 2022. (MMT-DOM Air)
• 2019 - 2021, Joined Concentrix IBM Daksh, as a Sr. Quality Analyst, In 2020 got Promoted as Supporting QTL (MMTINTL & DOM Air)
• 2015 - 2019, Conneqt Business Solution LTD. - Got Promoted as Team Lead, worked as TL till 2019.(Tata Sky/Tata play.)
• 2012 - 2015, Tata Business Support Service LTD. - Got Promoted as Quality Analyst and worked as QA till 2014(Tata Sky/Tata play.)
• Oct'09 - Mar'10, Tata Business Support Service LTD. - Worked as CCE in Docomo (1 Year). Then moved to Media (Tata Sky/Tata Play) as a Sr executive (2.5 Years)
• Mar' 08 - Oct' 09, Started my carrier in Customer Service as CCE in AIWC (All India Woman's Conference)
• 2005 - 2007, Eureka Forbs LTD - Handling sales and marketing Jamshedpur.
• 2002 - 2005, Citi Finance - Handling sales and marketing Including Back Office Job

• Executive Administration
• Reporting & Documentation
• Operations Management
• Process Improvements
• Project Management support.
• People Management & Leadership
• Soft Skill
• Observation (5 Why Analysis)
• Decision making
• Communication
• Multi-tasking

• Taking Refresher training for Product related.
• Completed Leadership Training for Self Development.
• Completed Team Leader Certification (TLC Reloaded) Training conducted for entire process for improving quality/NPS & C-sat scores.
• Project taken to drive AHT & Csat Report and Data points prepared RCA updated whenever required by TM/DM and Sr. Manager
• YB/GB Certified
• Demonstrated exceptional people management skills, providing spoke feedback and coaching to develop high performing individuals.
• Meeting Client/partner Expectation in terms of SL/AL
• Maintaining AHT threshold Maintaining Shrinkage/ Productivity/Attrition Grooming my team Members for their Growth.
• Set clear Team Goal
• Monitoring team performance and report

• Self Learning courses on QA Automation / Power BI Courses Data Mining &PMP Certification (Perusing)
• Financial modeling and reporting Data mining and analysis.
• Financial accounting & Business valuation

• Handling a Team BQ management RTR. Variance with less than 5%.
• Coaching/Mentoring &Team enhancing Updating the Team with latest update by daily briefing & debriefing.
• Responsible for leading and supervising the team of Quality Analyst.
• Setting up Team goal with respect to Organizational goals and achieving the same.
• Organizing Weekly Review & Monthly Review for keeping the Team aware of their quality performances.
• Develop controls to minimize external and Internal Escalation. Monitoring & conduct Deep drive analysis on area of opportunities within the account and taking corrective action.
• Managing Client/ Partners External and Internal KPI's.
• Self Productivity to be achieved.
• Filling Product and process gaps.
• Awarded as best Supervisor (AM) FY 23 & 24
• Awarded with Top Performer of the Year Award for 3 consecutive Year 2017 to 2019 & 2022.
• Rating 5 out of 5 given in 5 consecutive year
• Silver Award by Director& CEO (Global Business)for Improving Order to Acceptance cycle Time FY-15-16.
• WOW caller for consecutive times in the year 2010.
• TOP Performer of the month for 3 times in a row for the year (2010 & 2012).
• Acting as supporting SME and as well as taken care of 0 to 30 days. 4 times league of extraordinary performance 3 times in a row 2017 & 2018.
• Rewarded as Best Quality Star of the month for completing the Calendar Target.

• Total Experience: 16.3 Yrs.
• Father's Name: Rabi Goswami
• Title: ASST. MANAGER Quality