Sumit Kaushal

  • 25, GHS-8, Sec 5, MDC, Panchkula

AGM - Quality Assurance & Business Excellence - Corporate Quality

Summary

Dedicated Customer Service Delivery and Quality Assurance Professional with 12+ years of proven track record. Experience across Telecom, DTH, Domestic & International BPO domains. Handled profiles of Circle Spoc’s for Quality Assurance and Headed Quality Vertical for BPO’s.

Work History

Work History
Nov 2013 - Present

AGM Quality Assurance - Corporate Quality

Ison bpo India ltd

Leading Quality Assurance Vertical (Inbound & Outbound) for multiple sites.

Driving Process Improvements and Business Excellence Verticals at Corporate Level.

Managing and driving performance of respective Quality Teams of all sites.

Responsible for FCR/ ICF /External Quality Performance for all Center's.

Process Improvements projects for improving KPI's of Center and reduction in CTS.

Identification and elimination of redundancies in SOP's for improving efficacy and performance.

Mentoring Six Sigma Projects across sites

Training and Development of Front Line Managers

Jun 2013 - Nov 2013

Quality Spoc - North India

Tata Sky

Responsible for execution of smooth functioning of quality sop and partner quality team

Plan team activities & drive changes in quality processes for overall process improvement

Project Lead of Revenue Enhancement & Reduction in Cost to Serve projects

Designed and Lead for TSA Life Cycle at OSCC

Jun 2010 - Jun 2013

Vertical Head -Service Assurance

Aircel 

Leaded Service Assurance vertical of CSD for Rajasthan Circle.

Responsible for managing service partner Call Center Performance (Quality/Training)

Leading Cost to Serve  Reduction Projects

CS-IT support to CSD Teams

May 2007 - Apr 2010

Manager - Quality and Training

Spice Group (Spice Bpo / Omnia Bpo)

Headed team of AM's,  Process Leaders, Team Leaders & QA's

Responsible for Transactional Quality, ICF and FCR performance as per client targets.

Responsible for Training Throughput and Refreshers Efficacy.

Jun 2005 - Apr 2007

Assistant Manager - Quality  Assurance

Spice Telecom

Headed team of Process Leaders, Team Leaders & Sr. Executives.

Responsible for Quality, ICF and FCR performance, Audits of Retail Stores

Responsible for driving service partners Call Center Performance

Sep 2003 - May 2005

Team Leader

E3R Info systems Pvt Ltd

International Call Center with campaigns for US, UK and Australia)

Started as Outbound Sales Executive, within 6 months was promoted as Team Leader due to exceptional Performance.

Managed a team of 20-25 agents and was responsible for their sales performance. Monitoring and Coaching of team members to improve their skill sets.

Planning various incentive programs to motivate agents. Was awarded numerous times as best TL from clients for achieving maximum sales.

Education

Education
Jan 2014 - Jul 2015

M.B.A 

Sikkim Manipal University

Specialization - Total Quality Management 

Apr 2010 - May 2013

B.B.A

Manav Bharti University
Jan 2000 - Jun 2003

BCA

IGNOU - Delhi
Apr 1998 - Mar 1999

SSC (10+2)

NYPS - CBSE Delhi
Apr 1996 - Mar 1997

HSC (10th)

NYPS - CBSE Delhi

Skills

Skills

Telecom / DTH

Experience of managing multiple partners

Performance Management and service delivery

Monthly, Quarterly Reviews 

Domestic BPO - Inbound

Experience of managing multiple clients

Exceeding Service Delivery Expectations

Meeting Client Targets and internal KPI's

International BPO

Experience in US / UK / Aus clients, Inbound and Outbound processes

Multiple client handling and performance management

Quality Skills

Expertise in Heading Transaction Quality - Customer Care Helpline

Exposure to TQM Tools and Technique, Quality Tools 

Proficient Data Analyst and Expertise in Presentation Skills

Certified Six Sigma Black Belt Professional

Leaded and successfully closed multiple projects

Mentored multiple Green Belt Projects 

Personal Details

DOB- 20/03/1981

Martial Status - Married

Signature                                                                                                                                  Dated -