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Shubham Jain

Assitant Manager - Quality Assurance at Teleperformance


A dynamic professional with three years of rich experience in Training Management, Operations Management, Client Relationship and People Management.

Excellent communication skills and strong analytic ability.

Believes in building, and then capitalizing on, strong relationships both internally and with clients.

Deploy Industry best-practices in the training & quality function. •

Design & deploy Measurement tools to gauge Quality Effectiveness

.Develop feedback review mechanism based on Bloom’s Taxonomy & Kirkpatrick

Ensure adherence to Internal Quality(BEST) and Development Standards

Work experience

Jan 2016Present

Assistant Manager - Quality, Compliance & Investigation


Heading Transaction Monitoring for Quality Control, Implementation of Compliance checks through internal audits.

Leading Information Security & Risk Assessments

Improvements through Six Sigma implementation

Accountable for driving Quality KPI implementation with clarity of KPI definition and ensuring that Quality Analysts and KPI’s are shared and updated as well reviewed in timely manner

Work closely with QA management on internal process improvement initiatives and departmental issues, with very wide latitude for independent judgment and decision-making within defined guidelines.

Sep 2015Jan 2016

Quality Analyst


Key Responsibilities were:-

Teleperformance provides services designed to help clients contact center operations get Even Better.

Teleperformance evaluates and audits telephone, email and chat communications and reports the scores and detailed feedback to managers, supervisors and individual agents via an easy-to-use online reporting system.

High-level reports enable managers to compare services across a center or multiple centers.

Detailed reports allow supervisors to view scores, attribute by attribute.

Individual agents can also view their own results, listen to scored calls to help improve performance.

Mar 2015Sep 2015



Key Responsibilities were:
-Take New-Hire Batches
-Conduct up skill Training and Development programs for existing executives,
-Lead Learning and Development programs for existing executives
-Responsibility to improve an individual`s communication skills
-Responsibility to conduct Train-The-Trainer Programs
Training existing associates to improve their metrics
Skill Development
Progress Reports
Content Development
Creation of dashboards for Business Reviews
Designing projects for process excellence
Deployment of resources for process excellence
Projects on improving Customer Experience
Mentoring associates to improve their current performance
Supervision of pronunciation workshops
Delivery of Technical Training
1. Basics of Networking
2. Basics of Operating System
3. Basics of Hardware
4. Basics of Cyber-Security
Root cause analysis to determine the cause of the problem
Application of BEST Training & Development(Baseline Enterprise Standards for
-Presentation of Weekly and Monthly Business Reviews
-Supervise Teams of executives to help achieve their Key Performance Indicators
-Weekly and Monthly employee development reports
-Measurement of Training Effectiveness thorough Teleperformance provided practices
-BEST(Baseline Enterprise Standards for Teleperformance)

Dec 2013Feb 2015

Senior Programmer




B.Sc (IT)

B. N. Bandodkar College of Science, Thane