Contact Details Quality

Virender Kumar

Contact Details: 880*******, ************@*****.***

House No: 7231 MCD Quarter

Roop Nagar,

Delhi - 110007

Objective

A work ethic characterised by self-motivation, integrity, accountability and a commitment to meeting company and client needs. Always eager to learn and take on new challenges and opportunities.

Education

• 10th R.S.V School, Delhi, 2012 - C.B.S.E

• 12th R.S.V School, Delhi, 2014 - C.B.S.E

• B.A.Prog Delhi University, Delhi, 2019

Areas of Expertise

• Command on Salesforce & Opera

• Strong Management Skills

• Strong organisational and interpersonal skills

• Excellent critical thinking skills

Professional Experience

Work history

• Process Associate at IGT

From November 2017 to November 2018

• Lead Associate Quality at IGT

From November 2018 to May 2020

Key professional accomplishments

• As a process associate, created several ideas which improved company efficiency, such as underwriting procedures that improved guideline compliance, improved staff effectiveness.

• Promoted from regular employee to Quality Analyst in only 12 months of working experience.

• Started briefing tracker which lead to dip in escalations. Job profile

• Handling daily calls and weekly training on regular basis.

• Maintaining Dashboards for e.g.: - Monthly Quality dashboard, Weekly Quality which were send to client on weekly basis.

• Handling escalations & providing training and coaching to team members.

• Preparing TNI report.

• Auditing tickets on regular basis.

• Handling forth nightly Quality call with client.

• Sharing feedback on real time basis.

• Knowledge check on monthly basis.

• Constantly providing support to other team members to possibly reduce escalations and flagging any such possible future escalations to my managers to solve them in an efficient and timely manner.

Hobbies

• Watching TV Shows and Movies

• Surfing on Web

Declaration: - I hereby declare that all the above information furnished by me is true to the best of my knowledge.

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