Summary
Overview
Work History
Education
Skills
Core Competencies
Accomplishments
Certification
Timeline
Generic

Ujjawal Gupta

North-West Delhi

Summary

Accomplished Manager at Barclays Global Service Center with a strong background in quality assurance and process trainings, consistently driving organizational excellence through the implementation of refined procedures and effective QA protocols. Proven leader skilled in managing and mentoring teams, aligning business KPIs with strategic objectives while delivering actionable insights to stakeholders. Expertise in performance monitoring, production reporting, and crisis management ensures a proactive approach to challenges. Committed to leveraging extensive knowledge in quality control procedures to elevate customer experience and enhance operational efficiency.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Manager - Quality Assurance and Training

Barclays Global Service Centre
11.2021 - Current
  • Served as main liaison between QA, Training and Frontline teams for USCB Customer Care, Collections, Fraud and KYC, Operations, and stakeholders.
  • Guided, managed, motivated and mentored team of 18 Quality Analysts and 4 Process Trainers.
  • Refined procedures, leading to greater organizational output.
  • Consistently maintained high-quality performance and alignment across all programs.
  • Cross-trained existing employees to maximize team agility and performance.
  • Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
  • Provided comprehensive process and agent level insights to enhance customer experience across the program.
  • Collaborated with Operations and Hiring team to facilitate onboarding, coaching, remediation, training, and development for QA staff.
  • Directed creation and execution of effective QA procedures.
  • Identified issues and trends, providing actionable insights to stakeholders.
  • Implemented initiatives and projects to counter act any possible trends, drive business KPIs.
  • Compiled audit findings, identifying innovative upstream solutions.
  • Evaluated quality and performance trends for program enhancement.
  • Facilitated discussions on vendor quality standards for executive meetings.

Quality Analyst

Barclays Global Service Centre
06.2018 - 10.2021
  • Analyzed ongoing industry trends to integrate superior quality assurance practices.
  • Collaborated with bank teams to synchronize quality assurance processes.
  • Ensured the development of effective quality assurance protocols and monitored compliance with standards.
  • Created detailed analyses of Quality Assurance metrics for senior review.
  • Identified areas for improvement and recommended changes in quality assurance processes.
  • Boosted overall performance in quality assurance through active involvement in key projects.
  • Implemented methodologies to keep team operating consistently and produce reliable results for development team.
  • Collaborated with development teams to recommend enhancements for product improvement.
  • Adhered to Quality Analysis Team workflow for application and process testing and development.

Process Advisor

Barclays Global Service Centre
11.2015 - 05.2018
  • Offered assistance to UK customers dealing with credit card difficulties and bill disputes.
  • Tracked and recorded monthly performance results of agents.
  • Acted as a process expert and resource for team support.
  • Managed documentation of all process guidelines and protocols, ensuring compliance with industry standards.
  • Helped clients enhance internal structures and improve handling of current and potential problems.

Education

Bachelor's Degree - Computer Application

Guru GobindSingh Indraprastha University
Jan 2016

Intermediate - CBSE Board

Kulachi Hansraj Model School
01.2012

Skills

  • Audits and Controls
  • Colleague Engagement
  • Team Management
  • Training and Development
  • Quality Management
  • Project Management
  • CRM
  • Escalation Management
  • Process Improvement

Core Competencies

Quality Assurance | Process Training | Training Management| Risk and Control Management | Regulatory Compliance | Customer Experience Strategy | Operational Excellence | Internal Audits | KPI Management | Root Cause Analysis | Performance Reporting | Team Leadership | Digital Transformation | Process Optimization

Accomplishments

Jul 2024 | Barclays - Making a difference in our communities

Sept 2020 | Barclays Stewardship Values Award

Aug 2017 | Barclays Excellence Values Award

Certification

  • Being consistently excellent (Level 1 and 2)

Timeline

Manager - Quality Assurance and Training

Barclays Global Service Centre
11.2021 - Current

Quality Analyst

Barclays Global Service Centre
06.2018 - 10.2021

Process Advisor

Barclays Global Service Centre
11.2015 - 05.2018

Bachelor's Degree - Computer Application

Guru GobindSingh Indraprastha University

Intermediate - CBSE Board

Kulachi Hansraj Model School

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Ujjawal Gupta