Love Thakur

Operations Associate

West Delhi, Delhi, India3 yrs 6 mos experience

Highly Stable

Key Highlights

Over 5 years of experience in telecom infrastructure.
Led teams for 5G infrastructure upgrades in Delhi-NCR.
Expert in quality assurance and process improvement.

Stackforce AI infers this person is a Telecom and Quality Assurance professional with strong customer service skills.

Contact

Skills

Core Skills

Quality AssuranceProcess ImprovementCustomer Relationship Management (crm)

Other Skills

TrainingAuditCustomer ExperienceSalesMicrosoft ExcelCustomer ServiceCallingOnline SupportChat

About

I have worked as a Civil Engineer in telecom passive infrastructure provider with Angel Solutions. I have done site supervision, plan execution, team handling, and quality control. I have also served as Project Manager in Angel Solutions, leading teams to install new infrastructure and upgrade old sites for 5G in Delhi-NCR. My job roles have provided me the opportunity for team handling, planning, site supervision, site survey, vendor management, inventory management, team management, and data management. After more than 5 years of experience in the telecom industry I moved to Corporate services. I have worked with JindalX in a blended customer service for customers in the UAE for six months till the process got ramped down. I am currently working with Delivery freight services in Gurugram as an associate in the vendor desk team.

Experience

3 yrs 6 mos

Total Experience

2 yrs 9 mos

Average Tenure

2 yrs

Current Experience

Eternal

Quality Analyst

May 2024 – Present · 2 yrs · Gurugram, Haryana, India · On-site

As a Quality Analyst, I am responsible for ensuring process quality and compliance across multiple in-house and vendor-side Lines of Business (LOBs). My role involves maintaining high operational standards through continuous evaluation, feedback, and process improvement.
Key responsibilities include:
1. Overseeing quality performance for various LOBs and ensuring strict adherence to SOPs and organizational policies.
2. Identifying and addressing process gaps and loopholes within ACPT/AMPT and other workflows.
3. Conducting regular quality audits and meta-audits to maintain consistency and accuracy.
4. Leading calibration sessions with agents, trainers, and QA teams to align understanding of quality parameters.
5. Amending and updating SOPs as per business requirements and process enhancements.
6. Training and certifying new batches and associates across chat, call, and ticketing processes.
7. Preparing and sharing weekly performance and quality reports for all LOBs to track progress and drive improvement initiatives.
I take pride in driving a culture of quality, accountability, and continuous improvement — ensuring that every customer interaction meets the highest standard of excellence.