Allam Prasanth Kumar Email & Phone Number

Riyadh, Sa

Riyadh, Saudi Arabia

•Head of Department - Quality assurance, Process Excellence, Program level Risk & Compliance, Business Intelligence & Speech Analytics.•COPC Implementation & Certification for the company for 3 years.•Driving Six Sigma Improvement projects.•Deployed Customer Experience Strategies and driven CEX initiatives•Deployed Customer Experience Index Measurement for the organization •Contributed to Organization level strategic initiatives on Automation & Digitization.•Directed automation projects such as Speech Analytics, Quality reporting automation, Quality monitoring Automation, and Knowledge Management automation.Managing a span of ~5000+ Employee base operating out of 3 sites in Saudi Arabi. As function head, I lead a team size of ~100+ people comprising of QAs, Unit heads & Associate directors managing a span of 45 accounts/clients, spread across different sectors like Banking, Telecom, Retentions, Sales, Back office, Insurance, Tourism, Municipality, Education, Government, Semi-Government, etc.,Also led strategic team like Quality Automation, Business Intelligence, Speech Analytics, Customer experience & COPC implementation and certification at Organization level Achievements:•Developed the organization as the first contact center in Saudi Arabia to achieve COPC Certified OSP, leading the COPC implementation •Received awards for digitization and automation projects that positively impacted Customer Experience and Quality Assurance

Bengaluru Area, India

•Directed the Quality Assurance operations across three sites, supervised a team of over 4000 associates, including 120 QAs, 20 Verifiers, 4 Managers/Sr. Managers, 3 Asst. Managers, and 5 QTLs •Managed a diverse portfolio of thirty accounts encompassing E-Commerce (B2C, B2B), Banking, Insurance, and technical services •Led a significant program for a prominent Indian E-commerce player, overseeing a team of approximately 3000 associates. Actively championed and monitored Robotic Process Automation (RPA) initiatives within the location, executing the All Ideas Matters (AIM) initiative for the team •Conducted periodic risk assessments and checks utilizing Failure Mode and Effects Analysis (FMEA), implemented fraud detection methodologies to safeguard business integrity, and ensured compliance with internal and external SOPs, aiming for zero non-compliance •Headed the Quality Assurance function in the Bangalore location, supervising operations across three sites with a collective associate headcount of around 3000

Bangalore

•Spearheaded a team overseeing 12 accounts and supervised more than 3000 associates, implementing rigorous quality assurance and compliance measures across all company projects •Provided guidance to a team consisting of 90+ QA professionals, 2 QAMs, and 3 Quality Managers, emphasizing transactional compliance and maintaining high-quality KPI standards •Effectively stabilized the performance of critical programs previously labeled as RED on the balanced scorecard •Cultivated a culture of execution excellence by promoting Six Sigma principles within the organization

Hyderabad Area, India

Quality Assurance & compliance governance for all the projects in the company.Managed a Quality assurance team for 19 accounts (Includes both Domestic & International accounts) with a capacity of 1500+ associate headcount across onshore & offshore (Austin, Salem, Malaysia, Singapore, Hyderabad & Chennai). Managing Corporate Quality also as my core responsibilities. Managed a team of 20+ QAs with 3 QTL’s and 2QAM’s ensuring to drive quality assurance activities across these projectsResponsible for driving six-sigma projects and trainings for the location as one of the key responsibilities.•Successful onsite assignment (Philippines). Handled a team size of 60 QAs with 4 QTLs and 2 QAMs for overall head count of 1800+ associates and 40 different LOBs (Telecom process – Consumer & Enterprise support)•Headed Quality assurance function at one of the sites of TechM at Philippines and streamlined the business performance.

Chennai

Key ResponsibilitiesLead Quality function at Chennai location with a capacity of 1200+ front-end executives for 6 different processes. Managed a team of 30 QAs with 2 QAM’s & 4QTL ensuring to drive quality assurance initiatives for the location.•Responsible for six-sigma training & mentor six-sigma projects for the location•Ensuring process improvement projects bring profit to the organization•Train & developing a pool of ISO auditors and also conducting ISO audits for the location

Bangalore

Primarily responsible for managing quality assurance functions for south region for this telecom operator. •Monitoring & Mentoring vendor performance (front-end) and the back-end team ensuring quality service is delivered by vendor•Developing process maps & SOP’s as basis the customer service journey requirements•Analyze and identify process challenges and suggest possible solutions to the respective teams including product team, CRM team, circle & IT teams enhancing customer service and customer experience

Visakhapatnam, Andhra Pradesh, India

•Managed quality assurance function for organization.•Delivering all the requirements with regards to quality assurance for the all the programs at the location.

Bengaluru, Karnataka, India

•Managing operations, monitoring, coaching, mentoring, performance reviews with direct teams meeting operational & client requirements facilitating continual requirement to improve operational efficiency.

Chennai, Tamil Nadu, India

Worked with voice based accounts managing technical quarries for the international callers

M.Sc Electronics, Maths, Physics, Electronics

B.Sc Electronics, Maths, Physics, Electronics