Amit Lamba

Experience

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  Andromeda Marketing BPO

  Dec 2010 - Dec 2013

  Team Leader Quality

  • Handling a team of 7 QAs and headcount of 600 agents.• Handling inbound process of Punjab National Bank and proper refresher trainings for the agents based upon the shortcomings through RCAs.• Taking the product training & Software training.• Taking the Quality trainings• Organizing Quality and Product sessions, Briefings, and call ups for updates. • Responsible for reproducibility score by doing ATA with TL Ops. • Dignified reports for performance measurement of Andromeda with client.• To be responsible to meet all agreed client SLA's & performance parameters• Plan Team as per business requirement and keep close track on functionality of resources by alternative check ups which include motivational session too. Show less

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  Sr Process Quality Analyst

  Dec 2013 - Nov 2016

  Mphasis

  • Handling a team of 5 QAs.• Handling Inbound and Outbound process of Punjab National Bank,and proper refresher trainings for the agents based upon the shortcomings through RCAs.• In Outbound handle (Collection/ Happy calling Service/SMS feedback calling).• Arrange all the Con calls with senior management regarding the shortcoming of process.• Responsible for Quality & Training related reports (Daily, Weekly & Monthly dashboards)• Arrange all product training & Software training.• Responsible for NHIP batches training & OJT.• Arrange the TNI & TNA training for floor.• Responsible for Monthly assessments & maintain the reports. • Responsible for all the quality & Training SLA given by clients.• Organizing Quality and Product sessions, Briefings, and call ups for updates.• Responsible for reproducibility score by doing ATA with Management & client.• Responsible for Calibration of operation team and Quality team. • Dignified reports for performance measurement with clients.• To be responsible to meet all agreed client SLA's & performance parameters• Responsible for PCI audits (Internal / ISMS/ ISO)• Responsible for all quality QMS (Quality Management System)• Maintain the all QMS related documents • Timely recheck the documents for process improvement • Responsible to track all the quality & Training related reports.• Responsible for External Audit. • Plan Team as per business requirement and keep close track on functionality of resources by alternative checkups which include motivational session too. Show less

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  Karvy Data Management Services Limited.

  Dec 2016 - Dec 2017

  Assist Unit Manager (Training & Quality)

  • Handling a team of 35 QAs / Trainers.• Handling the 4 location of Karvy (Noida, Mangalore, Hyderabad, and Vijayawada) for different process (BFSI, E.Comm)• Handling Inbound and Outbound process of Punjab National Bank, LMS , GST, Government Project and proper refresher trainings for the agents based upon the shortcomings through RCAs.• In Outbound handle (Collection/ Happy calling Service/SMS feedback calling).• Arrange all the Con calls with senior management regarding the shortcoming of process.• Responsible for Quality & Training related reports (Daily, Weekly & Monthly dashboards)• Arrange all product training & Software training.• Responsible for NHIP batches training & OJT.• Arrange the TNI & TNA training for floor.• Responsible for Monthly assessments & maintain the reports. • Responsible for all the quality & Training SLA given by clients.• Organizing Quality and Product sessions, Briefings, and call ups for updates.• Responsible for reproducibility score by doing ATA with Management & client.• Responsible for Calibration of operation team and Quality team. • Dignified reports for performance measurement with clients.• To be responsible to meet all agreed client SLA's & performance parameters• Responsible for PCI audits (Internal / ISMS/ ISO)• Responsible for all quality QMS (Quality Management System)• Maintain the all QMS related documents • Timely recheck the documents for process improvement • Responsible to track all the quality & Training related reports.• Responsible for External Audit. • Plan Team as per business requirement and keep close track on functionality of resources by alternative checkups which include motivational session too. Show less

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  BIRD INFORMATION SYSTEMS PRIVATE LIMITED

  Jan 2018 - Nov 2018

  Assistant Manager

  • Handling a team of 20 QAs / Trainers.• Handling the Sales , Inbound Backend , Backend team • Handling Inbound and Outbound process of Magic Bricks, Helpdesk, Moderation, IA, RM, Inbound Sales• Responsible for Quality & Training related reports (Daily, Weekly & Monthly dashboards)• Arrange all product training & Software training.• Responsible for NHIP batches training & OJT.• Refresher session planned• Arrange the TNI & TNA training for floor.• Responsible for Monthly assessments & maintain the reports.• Responsible for new updates of product• Responsible for Soft skills & product training for all batches as well as leadership training.• Responsible for all the quality & Training SLA given by clients.• Organizing Quality and Product sessions, Briefings, and call ups for updates for TnQ.• Responsible for reproducibility score by doing ATA with Management & client.• Responsible for Calibration of operation team and Quality team. • Responsible for C-Sat Analysis & report• Responsible for Repeat Analysis .• Dignified reports for performance measurement with clients.• To be responsible to meet all agreed client SLA's & performance parameters• Responsible to track all the quality & Training related reports.• Plan Team as per business requirement and keep close track on functionality of resources by alternative checkups which include motivational session too. Show less

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  EOSGlobe

  Jan 2019 - Dec 2020

  Training And Quality Deputy Manager

  • Handling a team of 28 QAs, 10 trainers & 2 QTL with 550 FTE in 4 location • Handling the Sales , Insurance , Inbound ,Financial account, Backend process as well • Managing and maintaining various reports related to quality & training needs, keeping track of daily improvement & new initiatives• Preparing various related to reviews, MBR & QBR • Designing & developing training & development programme based on both the organization & individually needs• Amending & revising programs as necessary, in order to adapt to the changes that occur in the work environment • Helping line managers. Quality & Training to solve specific problems, either on one to one basis or in groups • Monitoring calls and analyzing the area of improvement as per the quality standard • Designing minutes of meeting (MOM), sheet for quality & training team & reviewing their performance• Trained instructor & supervisors in techniques and skills for dealing with employees Show less

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  Apollo Hospitals

  Jan 2021 - Jan 2022

  Manager Quality and Training

  Handling a team of 30 QAs, 20 trainers & AM with 750 FTE in various location with vendor management as well Handling the Apollo pharmacy, Ask apollo, MRC, Telehealth for Inbound & Outbound/Emailing projects Managing and maintaining various reports related to quality & training needs, keeping track of daily improvement & new initiativesPreparing various related to reviews, MBR & QBR Designing & developing training & development program based on both the organization & individually needsAmending & revising programs as necessary, in order to adapt to the changes that occur in the work environment Helping line managers. Quality & Training to solve specific problems, either on one-to-one basis or in groupsTrained instructor & supervisors in techniques and skills for dealing with employeesKnowledge and abilities in the principles and practices of organizational development and quality managementCreates/maintains a scorecard or similar measurement tool to ensure consistent quality and a high performance by any customer care agent and vendorManages and collaborates with internal and external training providers for the quality of learning solutions that align with strategic objectivesCollaborates with cross-functional partners and business leaders to facilitate development of learning roadmapsStrategic thinker with strong analytical and creative problem-solving abilitiesSupport operations through performance management and training of supervisorsA flexible approach to work and shift schedulesMaintains working relationships with internal and external customers Coaching and developmentWorking on initiativeUtilise Quality Advisors to ensure constant review of monitoring forms and ongoing feedback to evaluators regarding the quality of their workPartner with Centre Leadership Team to stay informed of changes in policies, procedures, and processes. Show less

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  Teleperformance

  Jan 2022 - Jul 2022

  Senior Quality Manager

  Handling a team of 40 QAs, Manager, AMs & QTLs Amending & revising programs as necessary, in order to adapt to the changes that occur in the work environment To initiate the project on Six Sigma methodology & work as a Leader & coach in a project to meet the goal of the project.Responsible for overall operations quality, customer satisfaction, OSAT, and process improvement projects across the organization. Responsible for ensuring smooth set up and function of quality and process improvement team to meet business, internal and certification requirements; this involves designing functional level policies and procedures and driving standardization across all clients.Drive continuous improvement culture through training, coordination, and implementation of principles of Process Improvement in a day-to-day operations.Developing process improvement and innovation strategy for client business, planning and execution of projects; managing process improvement program for client engagement(s).Works in partnership with Operations and Training team to study and analyse trends in Quality following through with recommendations and to ensure that the organisation is able to train and develop the people with strong focus on quality metrics as per laid down process.Provide regular updates on quality initiatives and process improvement projects to key project stakeholders across the organization as required.Research to create value added proposals for prospective and existing clients.Responsible for targeting completion of process improvement projects within a specified time frame while achieving a cost reduction goal.Manage Quality and Process Improvement Team to improve internal quality and customer satisfaction (CSAT/ NPS.Strengthen Quality management processes/framework to improve quality deliveryCollaborates with cross functional partners and business leaders to facilitate development of New quality approach and learning curves to give the extreme customer service Show less

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  Concentrix

  Aug 2022 - now

  Manager 1 TNTQ and Migration