UMESH KUMAR YADAV
BFSI Leader
Goregaon West
Summary
Innovative Quality Management Professional experienced in quality assurance, team leadership, and client relationship management. Delivered operational efficiency and enhanced customer satisfaction through effective process improvement and training initiatives. Contributed to growth of organizations by managing cross-functional teams and executing client-focused projects across diverse industries.
Overview
11
11
years of professional experience
2
2
Certifications
1
1
Language
Work History
Assistant Manager Training & Quality → Promoted as Deputy Manager Training and Quality
CONCENTRIX DAKSH SERVICES PVT LTD
08.2021 - Current
- Designed and implemented quality standards, processes, structures, and frameworks.
- Supported training initiatives for NISM, sales, products, and processes, including updates.
- Reported and published data on quality, compliance, and review dashboards, and managed call calibration minutes.
- Provided insights on company business and efficacy mapping of reports.
- Prepared and presented presentations during client visits.
- Worked on productivity, calibrations/Gage R&R, audit on audit, knowledge quizzes, feedback efficacy, and customer experience improvement on defined KPIs.
- Improved performance of bottom quartile within assigned teams, collaborated with operations, and provided training needs inputs.
- Analysed and reported on end-user/process improvement requirements and aligned inputs/analysis.
- Raised awareness on unethical practices, enforced zero tolerance policy, and shared trackers on high-impact cases with operations.
- Developed way-forward plans for opportunities identified during live and spy audits.
- Managed a team of 21 auditors and 7 trainers, ensuring daily meetings and alignment of activities.
- Oversaw OJT batches from client ID creation to training, certification, and OJT duration.
- Prepared data for monthly business reviews with clients and discussed action plans.
- Managed BQ management and needle movement for continuous business improvement.
- Discussed QA and TL scorecards, KPIs, and improvements.
- Conducted yearly discussions on ratings and increments for the quality and training team.
- Forecasted FTE increases and prepared manpower backup for quality analysts based on a 1:30 standard ratio.
- Drove qualitative parameters, established quality monitoring processes, and promptly highlighted findings.
- Brief about profile: Handling multiple projects as a Quality Deputy Manager in a BPO demands strategic oversight of diverse quality frameworks and teams. Will ensure consistent standards across varied client needs and SLAs, requiring adept resource allocation and prioritization. Effective communication with multiple project stakeholders and proactive risk management are crucial to maintain quality and drive improvements across your portfolio.
- Generated repeat business through exceptional customer service.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Managed inventory levels to minimize stockouts while reducing overhead costs.
- Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
- Developed and implemented quality assurance procedures that streamlined operational processes and reduced errors.
Sr. Quality Analyst → Promoted as → Quality Team Leader
Tech Mahindra Pvt Limited
10.2016 - 08.2021
- Defining Quality Standards: Collaborating with clients and internal stakeholders to establish clear, measurable quality standards and objectives aligned with Service Level Agreements (SLAs) and business goals
- Developing QA Frameworks: Designing and implementing comprehensive quality assurance frameworks, policies, and procedures that guide the monitoring, evaluation
- Establishing Quality Metrics: Identifying and defining key performance indicators (KPIs) and quality metrics to track, measure, and analyze the quality of output and agent performance. This includes metrics like Customer Satisfaction (NPS), First Call Resolution (FCR).
- Developing Evaluation Programs: Creating evaluation programs and monitoring methodologies tailored to different BPO processes and communication channels
- Conducting Quality Audits: Regularly monitoring and evaluating agent-customer interactions and process adherence through call/interaction monitoring, transaction audits, and data reviews.
- Analysing Quality Data: Collecting, analysing, and interpreting quality data to identify trends, root causes of quality issues, and areas for improvement at both individual and process levels.
- Developing Action Plans: Collaborating with operations and training teams to develop and implement corrective and preventive action plans to address identified quality issues and improve overall service delivery.
- Supervising and Leading the QA Team: Overseeing the day-to-day activities of a team of QA analysts, providing guidance, motivation, and support.
- Setting Team Goals and Objectives: Translating overall quality objectives into specific, measurable, achievable, relevant, and time-bound (SMART) goals for the team members.
- Ensuring Adherence to Quality Frameworks: Making sure that the QA team follows the established quality assurance frameworks, policies, and procedures.
- Analyzing Quality Data and Trends: Reviewing and analyzing quality data, identifying trends, and highlighting areas of concern or best practices.
- Identifying Improvement Opportunities: Based on quality data and analysis, proactively identifying opportunities for process improvements and recommending solutions to the management.
- Contributing to Action Planning: Collaborating with operations and training teams in developing and implementing action plans to address identified quality gaps.
- Ensuring Calibration and Consistency: Leading calibration sessions with the QA team and operations to ensure consistent understanding and application of quality standards.
- Reporting Quality Performance: Preparing and presenting regular reports on the QA team's performance, key quality metrics, and improvement initiatives to the QA Manager and other stakeholders.
- Communicating with Operations: Liaising with operations teams to provide feedback on agent performance and process adherence.
- Participating in Process Design: Providing quality-related input in the design and implementation of new processes or process changes.
Senior Customer Representative
Tech Mahindra PVT Limited
10.2015 - 10.2016
- Addressed customer inquiries across multiple products, including online shopping related issue, recharge etc.
- Managed escalation and complaint calls, focusing on the top 10 customer queries.
- Facilitated the transfer of out-of-scope issues to the in-house team by resolving basic queries and documenting them in the CRM.
- Promoted cross-selling of various in-house products and provided recommendations on the Paytm website
- Supported new OJT agents as a senior representative through buddy training and floor walk assistance.
- Process Improvement Initiatives:
- As a part of Pilot Batch helped the team with Support on Training for Upcoming Batches.
- CRM Setup and Ideas on improvement.
- Mock Calls with New Joinees to Improve call Quality.
Education
Graduate (B. Tech) - Computer Science
UPTU
Ghaziabad, India10-2015
Higher secondary - Science
Vidya Niketan Inter College UP
Kanpur, India09-2012
Matriculation - Science
SGS High School/Bihar Board
Siwan, India08-2008
Skills
- Advance Level Computer Skills on Microsoft Office Presentations including Excel, PowerPoint, Google Applications Including G-Sheets
- Hands-on Experience in Descriptive Summary and Graphical Representation
- 6 Sigma Tools Knowledge and Experience on Presentation for Histogram, Pareto Analysis, Fishbone Process, Control Chart, and Many More
- Quality assurance frameworks
- Training program development
- Quality standards design
- KPI identification
- Data analysis and reporting
Accomplishments
- Awarded for being "Top Collector" (Tech Mahindra) for the month of April 19 till Feb 2018.
- Awarded as "Product Priest" for ABC process 2021 by CEO.
- Awarded at CNX during Shabash event as "GEM Award".
- Awarded as "Special Award" during TNTQ Mahotsav Award Function.
- Awarded as Best Quality Manager Pan India concentrix for Q1 - 2025
Certification
Evolve Quality Certified, Certified by CNX(Concentrix), 2021-22
Timeline
Assistant Manager Training & Quality → Promoted as Deputy Manager Training and Quality
CONCENTRIX DAKSH SERVICES PVT LTD
08.2021 - Current
Sr. Quality Analyst → Promoted as → Quality Team Leader
Tech Mahindra Pvt Limited
10.2016 - 08.2021
Senior Customer Representative
Tech Mahindra PVT Limited
10.2015 - 10.2016
Graduate (B. Tech) - Computer Science
UPTU
Higher secondary - Science
Vidya Niketan Inter College UP
Matriculation - Science
SGS High School/Bihar Board
CORE COMPETENCIES
- Process Management: Conduct process audits, identify gaps, provide feedback to agents / auditors; prepare; collect, collate and analyse process performance data (including SLAs).
- Process Documents Institutionalization: Deployment of designed processes within defined timeframe. Implementing Process SOPs (Standard Operating Procedure) like, Sampling SOPs, ZTPs (Zero Tolerance Policy) etc to streamline the Quality.
- Process Control & Verification: Create and implement sampling plan; Conduct calibration sessions, feedback sessions; Hygiene Compliance Check, Dip check Compliance, Participate in daily huddles.
- Risk Management: Performing risk audit and analysing the customer feedback, Perform process audit; Support in de-risking process performance; Track implementation of controls and mitigation plan.
- Strategic Planning: Strategize and plan for successful resource deployment, process target alignment, process enhancement, and process conformity and revenue maximization.
- Improvements based on structured feedback mechanisms (CSAT, ESAT, repeat, NPS etc.): Collect and analyse the customer complaints and escalations. Involvement in preparing CAPA.
- Client Management: Participate in calibration sessions with clients; provide root cause analysis for weak performance; report and track implementation of corrective actions based on performance.
- Innovation & Process Re- Engineering: Demonstrate innovation in quality monitoring & briefing methodology & processes to meet company's customer needs through the deployment of best practice methodologies. To identify re-engineering and continuous improvement opportunities for eliminating cost and increasing efficiency.
- Training Delivery: TNI closures with Post Training Effectiveness Evaluation and planning on all quality metrics for the Identified Bottom Quartile performers on a monthly basis.
- Reports and Dashboards: Involvement in preparing the CAPA various centralized reports, dashboards, gap-analysis and improvement using various statistical techniques
Tools & Applications Experience
- Hands on Experience in CRM Tools like One CRM Microsoft Dynamics 365, Salesforce
- HR Workforce tools experience like Workday, Ramco Application, Keka Workforce Management.
- Management tools Trello, Jira Work Management, Confluence (KANBEN Tools), Slack Communication.
- Data Analytical system Microsoft Power BI, Microsoft Office tools, Google workspace.
DECLARATION
I hereby declare that the above-mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above-mentioned particulars.