Summary
Overview
Work History
Education
Skills
Certification
Languages
Personal Information
Timeline
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Romesh Gupta

Noida,UP

Summary

Thorough Quality Assurance Specialist with [Number]-year background in [Industry]. Excellent resource management and allocation skills. Outstanding communication, organizational and time management talents.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Quality Specialist

Cognizant Technology Solutions (I) Pvt. Ltd
12.2017
  • Responsible to ensure the required number of evaluations i.e
  • Quality, Complaints etc
  • Are completed as agreed with operations and clients
  • Administers the feedback and coaching process is documented and in line with the compliance and operational requirements
  • In charge of maintaining evaluations completed by the quality team in the central data base as defined by operations/clients
  • Report performance through daily, weekly and monthly reports submitted to the quality team and Operations
  • Shares compliance expectations, understanding of the Quality guidelines and Complaints management with new hires and existing staff
  • Gauging effectiveness of daily/weekly briefings and cascading updates to all on the operations floor by conducting dipstick checks on regular basis
  • Report the QC results to the stakeholders as per agreed frequencies with accuracy
  • Provide analysis on area of opportunity and action plans to improve performance
  • Responsible for auditing monitors completed by Quality analysts to ensure adherence of compliance and Quality guidelines agreed between operations/clients
  • Aligning quality analysts to respective teams to ensure the daily/weekly/monthly quality activities are covered with all operational teams
  • Manages quality related escalations and preparing RCAs and CAPA with closure with operations and client.

Process Specialist (Operations)

Cognizant Technology Solutions (I) Pvt. Ltd
12.2015 - 01.2017
  • Managing day to day operations based on agreed SLA’s
  • Monitor team members performance and provide feedback whenever needed
  • Develop a strategy for team to reach organization goal and communicate clear instructions to team members
  • Prepare various reports related to team performance and share with leaders and business stakeholders
  • Doing client call on bi-weekly and monthly basis and share all the project related improvement plans with them
  • Providing updates for projects to the offshore teams
  • Assist leaders as and when necessary to make the business model run effectively and ensure team meet client expectations and SLA’s
  • Identify, share, and support process improvements
  • Maintain documentation of SOP's/Operating Instructions
  • Initiating automation tool for the process applications and for other reports.

Process Associate

EXL Services Noida
06.2011 - 04.2014
  • Worked on life insurance policies for Allstate Insurance
  • Processing of Insurance Surrender and Withdrawal Request received from clients
  • Assigning task to the team, receiving and allocating of working Queues to the team
  • Distinctively worked as floor Support for the entire team
  • Overseeing volumes of work and maintaining the track for different Queues
  • Doing required follow up to complete the policy in the assigned time
  • Promoted as an (Subject Matter Expert) SME for the Process (April, 2014 to October, 2015)
  • Meeting both Quality and SLA Benchmarks
  • Handling escalations & queries
  • Imparting Training & Mentoring new joiners
  • Maintaining quality and productivity report for the team
  • Handling client call on weekly basis
  • Maintaining TAT for the process
  • Brief team about the new updates
  • Audit quality cases for the team and give feedback.

Education

Graduation -

CCS University Meerut
01.2007

Skills

  • Corrective Actions
  • Continuous Improvement
  • Design of Experiments
  • Measurement System Analysis

Certification

  • Professional Excellence TTT training
  • Giving & Receiving Feedback
  • Professional thinking, Communication, Feedback and Business Writing Skills
  • Impactful presentation

Languages

English
Hindi

Personal Information

Father's Name: Mr. S.P. Gupta

Timeline

Quality Specialist

Cognizant Technology Solutions (I) Pvt. Ltd
12.2017

Process Specialist (Operations)

Cognizant Technology Solutions (I) Pvt. Ltd
12.2015 - 01.2017

Process Associate

EXL Services Noida
06.2011 - 04.2014

Graduation -

CCS University Meerut

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