Siddharth Singh
Summary
Accomplished Assistant Manager, Quality with extensive experience at IEnergizer and HCL Technologies Ltd Bserve. Demonstrated expertise in quality assurance, team leadership, and performance improvement. Proven track record in driving CSAT projects, conducting performance reviews, and implementing strategic plans for revenue growth. Adept at facilitating communication between staff and senior management, resolving escalated customer complaints, and ensuring compliance with health and safety regulations. Recognised for dependability, positive attitude, and strong client interactions. Career goal includes leveraging skills to further enhance operational efficiency and customer satisfaction in a dynamic environment.
Overview
17
17
years of professional experience
Work History
Assistant Manager, Quality
IEnergizer
08.2016 - 11.2024
- Assigning monthly sampling or target to the quality analyst
- Handling the team of QAs for monitoring and feedback purposes
- Majorly working on client deliverables such as weekly and monthly business reviews
- Leading the project CSAT at the agency level and keeping the agency at the top position on this front
- Internal call calibration session with ops and quality team
- Preparing quality deck for the quality team
- Global call calibration with the client and other sites
- Driving the project CSAT since 2017 on the process level
- CSAT analysis for the entire process and presentations based on the results
- Coordinated with senior management to implement strategic plans for revenue growth
- Implemented promotional campaigns, ensuring staff were briefed and displays correctly arranged
- Conducted performance reviews, providing constructive feedback and setting individual goals
- Monitored compliance with health and safety regulations, reducing incidents in the workplace
- Facilitated communication between staff and senior management, acting as a point of contact
- Resolved escalated customer complaints by offering practical solutions and maintaining professionalism
- Oversaw daily operations, including opening and closing procedures, to maintain store standards
- Led weekly staff meetings to discuss targets, performance improvements, and customer feedback
- Trained new employees on company policies, customer service excellence, and sales techniques
Performance Improvement Coach (PIC/QA)
HCL Technologies Ltd Bserve
01.2008 - 01.2014
- Assigning monthly sampling or target to the quality analyst
- Handling the team of QAs for monitoring and feedback purposes
- Majorly working on client deliverables such as weekly and monthly business reviews
- Leading the project CSAT at the agency level and keeping the agency at the top position on this front
- Internal call calibration session with ops and quality team
- Preparing quality deck for the quality team
- Global call calibration with the client and other sites
- Driving the project CSAT since 2017 on the process level
- CSAT analysis for the entire process and presentations based on the results
- Coordinated with senior management to implement strategic plans for revenue growth
- Implemented promotional campaigns, ensuring staff were briefed and displays correctly arranged
- Conducted performance reviews, providing constructive feedback and setting individual goals
- Monitored compliance with health and safety regulations, reducing incidents in the workplace
- Facilitated communication between staff and senior management, acting as a point of contact
- Resolved escalated customer complaints by offering practical solutions and maintaining professionalism
- Oversaw daily operations, including opening and closing procedures, to maintain store standards
- Led weekly staff meetings to discuss targets, performance improvements, and customer feedback
- Trained new employees on company policies, customer service excellence, and sales techniques
Education
Graduation - B Com (pass), Commerce
Delhi University
01.2006
Senior Secondary - Commerce
C.B.S.E
01.2001
Higher Secondary - High school
C.B.S.E
01.1997
Skills
- Positive Attitude
- Common Sense
- Dependability
- Team Player
- Client Interactions
- Client Appreciation
Affiliations
- Lean Six Sigma green belt trained
- Lean Six Sigma yellow belt certified and worked on project FCR at HCL
- Trained on COPC
- ISO 9001:2008
- Basics of Quality
- Transaction Monitoring
- Operations Manager Coaching tactics Workshop
- Project Management Certification
Timeline
Assistant Manager, Quality
IEnergizer
08.2016 - 11.2024
Performance Improvement Coach (PIC/QA)
HCL Technologies Ltd Bserve
01.2008 - 01.2014
Graduation - B Com (pass), Commerce
Delhi University
Senior Secondary - Commerce
C.B.S.E
Higher Secondary - High school
C.B.S.E