Shivanshu Mazumdar
Ghaziabad
Summary
People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Overview
10
10
years of professional experience
Work History
Quality & Training Team Leader
Sequential Technology International
Gurugram
05.2023 - 06.2024
- Led a team of 15 individuals in achieving quarterly targets, exceeding goals.
- Setting up the monthly audit targets for QAs and Trainers
- Creating Quality and Training reports like Weekly Business Review, Monthly business review and Quarterly business review
- Handling/Conducting client meetings and sharing the business insights/achievements
- Doing RCA on available data to identify the gaps and conducting sessions on opportunity areas
- Preparing Training and Quality SOPs as per the business requirement
- Getting SOPs signed off by the clients
- Participating in Internal and external calibrations with client
- Interacting with the clients to discuss the weekly quality updates and presenting the monthly reviews
- Monitoring compliance on the floor by regular dipstick and checks
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Created training materials and conducted group trainings on new processes or procedures.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
- Managed conflict resolution within the team to maintain a positive work environment.
- Actively handling the business reports like Quality Dashboard, NPS Dashboard, Training Dashboard etc
- Regular interaction with business stakeholders and keep them updated about the process status
- Achieving the targets within the defined timeline.
- Conducted regular performance reviews to assess individual team member progress.
- Established clear expectations for employees, providing guidance when needed.
- Motivated team members through recognition programs and performance-based incentives.
- Delegated daily tasks to team members to optimize group productivity.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
Quality Lead
Iron Systems Limited
Noida
03.2022 - 03.2023
- Handled a team count of 18-20 QAs
- Analyzed customer feedback and complaints to identify areas of improvement in product quality.
- Led regular meetings with stakeholders regarding progress updates on projects related to quality assurance.
- Monitored the implementation of process changes to optimize efficiency and effectiveness.
- Preparation of Team Roster and setting up of monthly/weekly audit target for QAs
- Engaged in creation/amendment of Quality Audit sheet as per the business requirement
- Doing RCA on available data to identify the gaps and conducting sessions on opportunity areas
- Preparation of Quality SOPs and process document
- Connecting with client and internal stakeholders as per the business requirement
- Auditing the internal calls for offshore and onshore agents (based in US) along with emails and chat
- Interacted with the clients to discuss the weekly quality updates and presenting the monthly reviews
- Contributed to the business of the company by enhancing the product quality
- Handled disputed audits to ensure that agents get fair scores on their audited case
- Interacted with the clients to discuss the weekly quality updates and presenting the monthly reviews
- Conducting calibration meetings with the client and offshore team
- Monitored compliance on the floor by regular dipstick and checks.
Senior Quality Analyst
Tech Mahindra Limited
Noida
09.2018 - 03.2022
- Conducted calibration sessions with the client and preparing minutes of meeting
- Administered voice operations of US telecom business for renowned US based client
- Audited voice and non-voice samples for the offshore and offshore team
- Done Root Cause Analysis for the existing process to eliminate the errors
- Interacted with the clients to discuss the weekly quality updates and presenting the monthly reviews
- Leadership skills as handling the team by training them and providing feedback for quality scores consistent improvement
- Preparing quality reports like dashboard, weekly business review, monthly business review, case scrubbing analysis etc
- Involved in creation of quality and process SOP guidelines.
Senior Quality Compliance Analyst
Exl Service
Noida
11.2014 - 09.2018
- Administered voice operations of Gas & Utilities for renowned UK based clients
- Taking Initiative for almost all the work to shrug off the undesirable cost of the company by adopting different methods
- Audited External call for licensed and Service licensed onshore team (UK Process)
- Audited internal calls for offshore agents as well
- Conducted calibration sessions with the client
- Supported at client and business development through continuous efforts
- Ensured delivering excellent services to the client.
Education
MBA - Marketing
Sikkim Manipal University (SMU)
Ghaziabad05-2016
B.Com -
Delhi University
Delhi01-2013
XIIth - Commerce
CBSE
Ghaziabad03-2010
Xth - English
CBSE
Ghaziabad03-2008
Skills
- Client Handling
- SOP Creation
- Team Supervision
- Documentation And Reporting
- Quality Monitoring
- Process Enhancement
- Calibration
- Root Cause Analysis
- Shift Scheduling
- Performance Improvement
- Giving Constructive Feedback
- Target Achievement
- Complex Problem-Solving
- SOP Adherence
- Client Support
- Leadership
- Communication Skills
- Problem Solving
- Minitab
- Idea Development and Brainstorming
- Multitasking
Courses & Certification
- Six Sigma Green Belt Certified (Year 2020)
- Certificate from Inlingua language Institute, Noida
Accomplishments
- "Led a cross-functional team in improving customer satisfaction, resulting in a 30% increase in positive feedback and a 20% reduction in complaints"
- "Developed and deployed a strategy resulting in a 30% reduction in process errors and improving agents performance by 20%"
Personal Information
- Date of Birth: 20/01/1992
- Gender: Male
- Marital Status: Married
Languages
Bengali
First Language
Hindi
Proficient (C2)
C2
English
Proficient (C2)
C2
Timeline
Quality & Training Team Leader
Sequential Technology International
05.2023 - 06.2024
Quality Lead
Iron Systems Limited
03.2022 - 03.2023
Senior Quality Analyst
Tech Mahindra Limited
09.2018 - 03.2022
Senior Quality Compliance Analyst
Exl Service
11.2014 - 09.2018
MBA - Marketing
Sikkim Manipal University (SMU)
B.Com -
Delhi University
XIIth - Commerce
CBSE
Xth - English
CBSE
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