Amit Kumar Gupta

QA Manager

Ghaziabad, Uttar Pradesh, India17 yrs 1 mo experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 17 years of diverse experience across multiple domains.
Expertise in quality auditing and compliance management.
Proven track record in coaching and training for performance improvement.

Stackforce AI infers this person is a Quality Assurance Specialist in the BPO industry with extensive experience in client servicing.

Contact

Skills

Core Skills

Quality AuditCompliance ManagementCoaching

Other Skills

Call MonitoringProblem SolvingCall QualityTrainingAttention to DetailStakeholder RelationsConstructive FeedbackCoaching & MentoringAuditingBusiness AnalysisVendor ManagementTeam ManagementITILRequirements AnalysisTechnical Support

About

A Dedicated Professional with proven skills to help Organization in succeeding and enhancing quality of services offered to match global standards, seasoned Quality Auditor with more than 4 years of relevant work experience and more than 17 years of overall work experience with top US clients in different domains like Telecom/E-commerce/IT and Technical Support/Client Servicing/Inbound Customer Service/Sales /Travel and Recruitment Domain, currently working in US staffing domain to leverage experience and help all levels of organisation like Recruiters/Account Managers/Bench sales team/Passive Recruitment team/Back office teams like HR/Immigration/Payroll/Finance team to use their skills and experience to the best of their abilities, taking care of Quality, Compliance and Audit needs for entire Staffing Business of the organization.

Experience

17 yrs 1 mo

Total Experience

3 yrs 5 mos

Average Tenure

7 yrs 9 mos

Current Experience

Compunnel staffing

2 roles

Senior Quality Auditor

Jul 2019 – Present · 6 yrs 10 mos · Noida Area, India

Call MonitoringProblem SolvingQuality AuditCompliance Management

Quality Auditor

Aug 2018 – Present · 7 yrs 9 mos · Noida Area, India

Call MonitoringProblem SolvingQuality AuditCompliance Management

Convergys

Quality Auditor

Feb 2016 – Aug 2018 · 2 yrs 6 mos · Gurgaon, India

Completing the monitoring,auditing and coaching targets,
Coaching and providing feedback to the TSE's according to the observation made while monitoring calls,
Doing the TNA and preparing training modules as per need,
Conducting skill specific training sessions to improve the performance of TSE's
Helping and coaching TSE's improve their C-SAT scores,
Take initiatives to add value to the project as per client needs,
Take part in Call Calibration activities with the client for continuous process improvements and identifying process gaps,variations and preparing solutions to minimise it,
Working knowledge of 7Quality tools,six sigma and lean concepts,
Generating process based reports and sharing with stakehodlers,

Call MonitoringCall QualityQuality AuditCoaching

Dun & bradstreet

Asia Pacific Client Support Representative

May 2014 – Nov 2015 · 1 yr 6 mos · Gurgaon, India

Work with existing clients/prospects in resolving the queries/issues faced during product demonstrations along with sales and account management teams,on-board new client
Support existing/newly on-boarded client with their day to day issues via phone,chat and e-mail to use the software effectively for data mining,
Work with Product Consultant and content management team to innovate the product/services to make it more user friendly,
Troubleshoot issues related to Salesforce/CRM faced by the clients,
Update the database of existing products as per client feedback

Attention to Detail

Ibm india private limited

Senior Technical Analyst

Jul 2010 – May 2014 · 3 yrs 10 mos · Gurgaon, India

Monitor the network for stability and performance in order to maintain 24x7 operations and resolve service impacts as they occur.
Handle escalations and assist in creation of RCAs.
Analyze, acknowledge & record each & every alert in the monitoring tools & handle the alerts as per their impact.