Amit Kumar Email & Phone Number

Bengaluru, Karnataka, India

-Monitor and perform trend analysis to manage the team based on metric driven outcomes.-Coaching and training the team members.-Identify Analysts' training needs and improve performance.-Support development and implementation of processes to drive efficiency

Bengaluru, Karnataka, India

Roles and Responsibilities: One of my key responsibilities is to prepare a performance report on a weekly basis. This report analyzes knowledge gaps and identifies areas for improvement. I then take action to implement these improvements, which helps to ensure that our quality standards are met.Ensure that quality issues and defects are appropriately identified, documented, tracked, and resolved.As a QA Lead, I also recommend, implement, and monitor preventative and corrective actions to ensure that our quality assurance standards are achieved. This includes working with the operations team, training team, and client to identify and address any potential quality issues.I prepare business review decks to showcase our current score and future action plans to increase our performance. I also connect with the client to calibrate in terms of process and knowledge development.I provide quality matrix analysis on compliance scores and other agents' quality performance measures. I also review quality parameters and make changes whenever necessary in consultation with the operations team, training team, and client.I am also responsible for handling a team of 15 QAs for 2 different LOBs. I work with the teams to ensure that they are delivering excellent quality work in the tasks they perform. This helps to grow the business efficiently.Motivate, Mentor and Manage the team. Set performance goals and perform performance appraisal for the team. Basic Time management techniques to plan, manage and prioritise own work effectively, making most efficient use of the time available. Plan and implement changes gaining commitment and understanding , minimising disruption to the service.

Bengaluru, Karnataka

Promoted as a Sr. Quality Analyst through an internal Job Posting (IJP). Roles and Responsibilities:• I was a part of Quality team in setting up the new LOB.• Connect with the client through GVC in order to calibrate in terms of process and knowledge development.• Monitor QA scores of the assigned account.• Preparing performance report on Weekly basis to analyze knowledge gap and take actions accordingly to improve the process. • Responsible to handle a team of 20 - 25 agents to deliver an excellent Quality work in the tasks performed and help to grow the business efficiently. • Provide quality matric analysis on compliance scores and other agents quality performance measures.• Provide root cause analysis on program, team and agent level identified opportunities. • Provide recommended intervention activities to address quality matric opportunities identified.• Review Quality parameters and make changes whenever necessary in consultation with operations team and client.• Prepare Quality improvement plans.

Bengaluru, Karnataka

Worked as a Sr. Advisor for the process "Avalon" in Concentrix Services. It was a B2B chat process where we helped our partners to fix their issues related to billing, service parts management and handle their escalation through chat and resolve them within the set TAT.

Bachelor'S Degree, Computer Science

High School, Sslc