RAJAN GHOSH
Quality Professional - Transaction QM & Process Excellence
Jaipur
Summary
Dedicated professional striving for excellence in a dynamic corporate environment. Seeking to leverage skills and dedication to thrive in a challenging, competitive setting. Committed to fulfilling tasks with sincerity and unwavering dedication, aiming to establish value within the organization. Goal is to positively contribute to the team and achieve success through hard work and perseverance.
Overview
23
23
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
Work History
Director - Quality Assurance & Process Excellence
Teleperformance
10.2021 - Current
- Managing Quality as a function for 8 clients for Teleperformance, operating out of 3 delivery centers
- Ensuring that the Transactional Quality & Customer centric metrics for 8 of Teleperformance's largest accounts are met.
- Identifying digitization opportunities to reduce QA effort
- Participating in RFP discussions
- Leading Transitions for new clients from QA perspective
- Identifying and deploying Technological and Analytics tools
- Ensuring that the process level compliance checks are in place and effective
- Leading and managing 8 teams for Transactional quality
- Training and working on skill development for QAs, AMs and Managers
- Analyzing performance trends and running projects to improve the KPI performance for the business
- Custodian for Quarterly corporate QA audits for all 8 programs
- Client interaction
- Dispute handling
- Calibration issues
- Responsible for running Process Improvement projects for all the 8 accounts
Senior Manager - Client Services
Teleperformance
10.2020 - 09.2021
- Working as member of the Tiger team for TP India for 2 of the global transformation initiatives
- Also responsible for leading Ops & Support audits at TP level for one of the biggest Ops divisions in the organization
- Working as a coordinator between various departments and Operations (22 Ops teams) to ensure team's attention towards other areas considered important for the organization
- Identifying areas of opportunities for automation and PEX initiatives to turn red KPIs green
- Responsible for regular tracking and sharing updates with COO & CTO for one of the biggest Ops divisions in the organization
Senior Manager - Quality Assurance & Process Excellence
Teleperformance
06.2018 - 09.2020
- Ensuring that the Transactional Quality metrics for five of Teleperformance's largest accounts are met.
- Ensuring that the process level compliance checks are in place and effective
- Leading and managing 8 teams (7 for Transactional quality and 1 for compliance)
- Analyzing performance trends and running projects to improve the KPI performance for the business
- Client interaction
- Dispute handling
- Calibration issues
- Responsible for running Process Improvement projects for all the 5 accounts
Manager Quality Assurance and Process Excellence
Teleperformance
03.2017 - 05.2018
- Ensuring that the Transactional Quality metrics for five of Teleperformance's largest accounts are met.
- Part of the Transitioning team for transitioning another account for a Middle East Logistics company
- Would be taking on another Middle East Telecom Company's account w.e.f 1st June
- Ensuring that the process level compliance checks are in place and effective
- Leading and managing 4 teams (2 for Transactional quality and 2 for compliance)
- Analyzing performance trends and running projects to improve the KPI performance for the business
- Client interaction
- Dispute handling
- Calibration issues
- Responsible for running Process Improvement projects for all the 6 accounts
Assistant Manager - Sales Operations
The Phone Support
08.2013 - 03.2017
- Company Overview: a subsidiary of Systweak Software - a Gold certified Application Development Partner for Microsoft
- Making sure that the Sales and revenue targets for the month are met.
- Responsible for maintaining the Quality of the business
- Also part of the Process Improvement teams
- Leading a team of 80 associates, with 2 Supervisors and 4 Resolution Experts
- Managing customer feedbacks and complaints across US and Canada
- Maintaining Employee Satisfaction rates up so as to reduce attrition
- Was responsible for setting up the HR and Hiring setups for the organization
- A subsidiary of Systweak Software - a Gold certified Application Development Partner for Microsoft
Freelance Soft Skills and Communications Skills Trainer
Shri Keshvanand Institute of Technology, Vivekananda Institute of Technology and Arya College of engineering and IT
02.2013 - 08.2013
- Training Engineering students on Communication Skills, Business Communications, Corporate Etiquettes, and Soft Skills
- To help them prepare for Group Discussions, Presentation Skills, and Interview Skills.
Assistant Manager
GENPACT INDIA
04.2012 - 02.2013
- Handling a team of 32 CSAs for a voice /Transaction based Customer Services Process for Global Banking Major.
- Delivering on various process related metrics such as Call Quality, ACHT and Customer Satisfaction Index.
- Maintaining Employee Satisfaction rates up so as to reduce attrition.
- Managing Service Level Deliveries on a daily, weekly and monthly basis.
- Keeping a track of the unscheduled absenteeism for the entire process.
- Maintaining the issue logs and VOC trackers for the client.
Management Trainee
GENPACT India
03.2010 - 04.2012
- Handling a team of 30 CSAs for a voice based Customer Services Process for Telecom Major.
- Delivering on various process related metrics such as Call Quality, ACHT and Customer Satisfaction Index.
- Maintaining Employee Satisfaction rates up so as to reduce attrition.
- Managing Service Level Deliveries on a daily, weekly and monthly basis.
- Keeping a track of the unscheduled absenteeism for the entire process.
- Maintaining the issue logs and VOC trackers for the client.
Process Developer (Subject Matter Expert)
GENPACT India
12.2007 - 02.2010
- Taking inbound calls for ASDA Credit Cards, UK for GE Money.
- Responsible for solving customer queries about billings, statements and payments.
- Part of the Fun@Work team, to make sure all the agents on the floor have fun while doing the serious business of calling.
- Responsible for the T&D of team members.
- Responsible for arranging swaps for team members in an attempt to reduce unscheduled absenteeism.
- Responsible for creating reports for the ACHT for the team members as well as keeping track of fatal errors, QC feedback closures and unscheduled absenteeism for the team.
- Responsible for the mentoring of new joinees and performance outliers to help them meet the targets set for them, thus, bringing their performance curves up.
Process Associate
GENPACT India
03.2007 - 11.2007
- Taking inbound calls for Private Label Credit Cards, UK for GE Money.
- Responsible for solving customer queries about billings, statements and payments.
- Part of the Fun@Work team, to make sure all the agents on the floor have fun while doing the serious business of calling.
- Responsible for the T&D of team members.
Technical Support Associate
GENPACT India
12.2005 - 02.2007
- Taking inbound calls for Dell Computers, Inc.
- Providing technical support to hardware related questions and problems for laptops.
- Responsible for home and Home Office segment of the same.
- Responsible for collating data for helpdesk positioning and transfers for software related queries.
- Involved in devising methods to prevent Repeat Dispatch hits for the team.
- Involved in devising LEAN projects and HR related activities.
HR Executive
Commercial Automobiles Ltd
07.2005 - 12.2005
- Designing a new Performance Appraisal System for the Group.
- Suggesting ideas on the restructuring of jobs in the group.
- Responsible for manpower planning of the group.
- Also responsible for recruitment, induction, orientation of new candidates.
- Involved in formulating a policy manual for the group.
- Integration of the relations between various divisions of the group.
Marketing Executive
SPEC COMPUTERS
04.2002 - 01.2003
- Increasing sales for the company.
- Bringing in more customer attention.
- Developing the brand image of the company.
- Planning and organizing various activities for sales promotion.
Education
Masters in Management Sciences - Human Resource Management, Marketing
International Institute of Professional Studies (IIPS), DAVV
IndoreB.Sc - undefined
Govt. Auto. Model Science College
01.2001 - 01.2002
SSC - PCM
MP BOARD
01.1998 - 01.1999
HSC - undefined
MP BOARD
01.1996 - 01.1997
Skills
Certified SAFe Scrum master
Certified LEAN practitioner
Certified LSSGB resource
Certified Great People Manager
Problem solving
Project Management
Operations Management
Stakeholder management
Team management
Interests
Reading fiction novels
cricket
football
Educational Projects
- 01/01/05, Was a part of the Road Show of Idea Cellular to promote their services in Jabalpur.
- 12/01/04, Worked on the Sales Promotion Cum sales program for Idea Cellular in promoting their Value Added Services in Indore city.
- 09/01/03, Worked on a research project covering the study of 'Various Attributes of a learning Organization' as a major research project.
Summer Training Project
Touchtel, Indore, A comprehensive study of the market of internet users of the city, 6 weeks, Facets of market research, competitor analysis and product development
Father's Name
Late Sri A.K. Ghosh
Personal Information
- Date of Birth: 01/16/82
- Marital Status: Married
Specializations
Human Resource Management, Marketing
Training
- How to employ and retain employees in an organization, Prof. Nandkishore Rathi (Placement Officer, IIT, Mumbai), IIPS, Indore
- Creativity for the use of students and executives, Mr.Sanjay Puri (founder of Cerebral Heights Coaching Institute), IIPS, Indore
- High Impact Communications, Dale Carnegie Training Institute, Mumbai
Certification
SAFe Scrum Master
Timeline
SAFe Scrum Master
06-2025
LSSGB
06-2022
Director - Quality Assurance & Process Excellence
Teleperformance
10.2021 - Current
Senior Manager - Client Services
Teleperformance
10.2020 - 09.2021
Senior Manager - Quality Assurance & Process Excellence
Teleperformance
06.2018 - 09.2020
Manager Quality Assurance and Process Excellence
Teleperformance
03.2017 - 05.2018
Assistant Manager - Sales Operations
The Phone Support
08.2013 - 03.2017
Freelance Soft Skills and Communications Skills Trainer
Shri Keshvanand Institute of Technology, Vivekananda Institute of Technology and Arya College of engineering and IT
02.2013 - 08.2013
Assistant Manager
GENPACT INDIA
04.2012 - 02.2013
Management Trainee
GENPACT India
03.2010 - 04.2012
Process Developer (Subject Matter Expert)
GENPACT India
12.2007 - 02.2010
Process Associate
GENPACT India
03.2007 - 11.2007
Technical Support Associate
GENPACT India
12.2005 - 02.2007
HR Executive
Commercial Automobiles Ltd
07.2005 - 12.2005
Marketing Executive
SPEC COMPUTERS
04.2002 - 01.2003
B.Sc - undefined
Govt. Auto. Model Science College
01.2001 - 01.2002
SSC - PCM
MP BOARD
01.1998 - 01.1999
HSC - undefined
MP BOARD
01.1996 - 01.1997
Masters in Management Sciences - Human Resource Management, Marketing
International Institute of Professional Studies (IIPS), DAVV
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