Vivek Kumar
Assistant Manager Quality
DELHI,Delhi
Summary
Results-driven corporate professional with over 9 years of experience in the BPO industry, currently serving as an Assistant Manager Quality. Proven expertise in quality management, customer service, data analytics and visualization, sales, anti-money laundering (AML), KYC, customer onboarding, payment screening, transaction monitoring, e-commerce and banking. Adept at team management, training and development, and driving process improvements to enhance operational efficiency. Strong analytical skills combined with a commitment to maintaining high standards of compliance and customer satisfaction.
Overview
3
3
years of professional experience
3
3
years of post-secondary education
Work History
Assistant Manager - Quality
WNS
Gurugaon
11.2023 - Current
- Manage team of 4 QAs with 2LOBs(KYC and Payments Review)
- Ensure to achieve contractual quality KPIs and Compliance
- Prepare and present weekly quality business performance presentations and share Business insights with internal and external stake holders
- Lead quality assurance initiatives to ensure compliance with regulatory standards.
- Conduct root-cause analysis to identify and address areas of non-compliance.
- Develop and implement quality management systems to improve process efficiency.
- Collaborate with cross-functional teams to enhance quality control protocols.
- Monitor and analyze data to identify trends and areas for improvement.
Team Lead Quality
Tech Mahindra (International)
11.2021 - 11.2023
- Leading Team of 12 Quality Auditors monitoring 4 LOBs
- Publishing Weekly/Monthly/Quarterly Dashboards
- Preparing Weekly/Monthly Quarterly Business Review PPT
- Responsible to ensure QA productivity and meeting business needs
- Take initiatives to improve Quality scores
SME - Quality
Tech Mahindra
- Supervising Team of 17 Quality Auditors monitoring Random and COBC
- Objectifying and Meeting SLA Matrices like Production Numbers, Accuracy etc.
- Publishing Quality Dashboards & Reports like Accuracy Dashboard, Production Tracker etc.
- Doing RTR Audits and Provide Feedback to Auditors
- Providing Training for Bottom Quartile Auditors and New Joiners
- Hosting Monthly Calibrations and Conducting PKTs
Sr. Quality Associate
Tech Mahindra
- Worked in Tech Mahindra for AT&T Voice process in Small Business LOB
- Auditing calls and raising referrals to the field if required
- Publishing Reports for Mechanized Errors for entire team
Quality Specialist
Aegis
- Worked in Paytm Inbound Process and handled Paytm Payments Bank and UPI Vertical
- Auditing calls daily and giving feedbacks to the agents
- Publishing Daily Quality Dashboard and other Quality Reports like Daily Top Quality Performers and Audit Coverage Report etc.
- Conducting Quality refresher for Bottom Quality Performers
- Dip Check, Calibrations and Compliance Audits
Quality Analyst
Vertex Customer Management
- Supervised Team of 40 agents
- Auditing calls daily and giving feedback to agents
- Taking refreshers for the BQ or Non-performing agents
- Preparing Daily Quality Dashboard Data and Quality reports etc., in excel
Business Associate
Vertex Customer Management
- Got promoted as Quality Analyst after 8 Months
- Worked as a Business Associate in Airtel B2B Technical Sales Process for 8 Months
- On call Sale of IT Solutions like Leased Line, PRI, Toll Free services etc., for the Corporate
- Generating Leads via Tele calling and mailing (35+ per month)
- Following up Leads till it get closed
- Searching and Compiling Data in excel.
- Taking follow ups with Sales Team and Customers.
Customer Care Executive
Vertex Customer Management
- Worked as a CCE in Welcome Process of Vodafone Postpaid for 9 Months in Noida Location.
- Got Promoted and Transferred to Gurgaon location in Airtel B2B Technical Sales Process due to good communication skills and good customer handling experience within 9 Months.
- Sharing Customer's postpaid plan benefits over the welcome call.
- Handling Customer's Query and Escalations.
- Received Award for maintaining Quality Score of above 85% in RNR within first 4 Months of joining.
Education
Diploma in Civil Engineering - Civil Engineering
PUSA POLYTECHNIC
New Delhi, India 01.2011 - 01.2014
12th - undefined
C.B.S.E.
10th - undefined
C.B.S.E.
Skills
Quality Metrics Monitoring
CAPA
Team Management
SOP Development
Document Management
Effective Communication
Data Analysis
Sales
Customer/Client Service
Continuous improvement strategies
Quality Management Systems
Quality Metrics Monitoring
Salaryexpected
Negotiable
Personal Information
- Father's Name: Kanhaiya Lal
- Date of Birth: 06/08/94
- Marital Status: Unmarried
Languages
English, Hindi
Timeline
Assistant Manager - Quality
WNS
11.2023 - Current
Team Lead Quality
Tech Mahindra (International)
11.2021 - 11.2023
Diploma in Civil Engineering - Civil Engineering
PUSA POLYTECHNIC
01.2011 - 01.2014
SME - Quality
Tech Mahindra
Sr. Quality Associate
Tech Mahindra
Quality Specialist
Aegis
Quality Analyst
Vertex Customer Management
Business Associate
Vertex Customer Management
Customer Care Executive
Vertex Customer Management
12th - undefined
C.B.S.E.
10th - undefined
C.B.S.E.
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