Ankit Tiwari

Experience

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  HGS - Hinduja Global Solutions

  Jul 2015 - Dec 2017

  Quality Analyst

  Monitoring calls and doing compliance audits.Provide feedback to team members on the basis of their performance.Supported Mock and Certification for the New Hires by conducting their level assessments and sharing productive feedback with them.Worked on special projects (basis Client requirements) and take on additional responsibilities as assigned.Briefing & Reports Adherence with 100% achieved targets. Facilitate calibration sessions with client and internal stakeholders.Conduct floor refreshers and briefings for the floor.Conduct fortnightly dip checks to gauge the awareness levels.Prepare and share audit dashboards (Quality Compliance and Rebuttal Tracker) on a weekly basis.Weekly call answering to be updated with all the recent changes related to process.Preparing Process Knowledge Tests for the floor.Assigned as a SPOC for Noida Centre for maintenance and publishing Process Recommendation Dashboard. Show less

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  The DataFlow Group

  Dec 2017 - Dec 2018

  Associate Grade 2 - Corporate Audit Services Department

  Monitoring calls and doing compliance audits. (US, UK Middle East and Manila Region).Remotely trained and mentored QA analysts in Jordan and Manila.Provide feedback to team members on the basis of their performance.Supported Mock and Certification for the New Hires by conducting their level assessments and sharing productive feedback with them.Analyze the Coaching / Training needs of the agents & support them in delivery Participate in calibrations to ensure consistent scoring & feedback delivery approach Interpret/Work in close conjunction with operations TLs & agents to ensure better quality delivery on an ongoing basis. Show less

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  Tech Mahindra

  Dec 2018 - Apr 2020

  Senior Quality Analyst

  Worked with two projects -1.) Senior Quality Analyst (Dec'2018 to Dec 2019) - US Process Project Name - AT&T Fusion (Wireline) - Remote auditing process.1.) Senior Quality Analyst (Dec'2019 to April'2020) - (Middle East Region) Project Name - Vodafone Qatar ( Telecommunication). Responsibilities - Monitor calls handled by recruiters as per the Sampling PlanConducting regular Joint Discussions (Call Calibrations) on a weekly basisTraining Need Analysis, Call Analysis & Data Scrubbing Regular feedback/coaching Calls with clients and managers for better performance as an organizationhttps://www.techmahindra.com/ Show less

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  Mindlance

  Feb 2021 - Mar 2023

  Associate Lead Quality (Dept. - Process Excellence)

  Identifying critical actionable items in process using LSS Tools, prioritizing the defects and publishing reports.Preparing TNI & TNA reports using QA / QC measures. Studying transactions with monthly/ quarterly Hires data and identifying potential causes which lead to lesser revenue made. Also, deriving action plan through tollgate reviews with senior management & stake holders.Monitoring calls and doing compliance audits.Provide feedback to team members on the basis of their performance.Worked on special projects (basis Client requirements) and take on additional responsibilities as assigned.Briefing & Reports Adherence with 100% achieved targets.Facilitate calibration sessions with client and internal stakeholders.Conducting Mock and Certification for New Hires. Show less

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  Teleperformance

  Mar 2023 - Jun 2023

  Assistant Manager Quality Analytics

  Quality Assurance & ControlProcess ImprovementRegulatory ComplianceData Analysis & ReportingTeam Leadership & CollaborationClient Relationship ManagementRisk Assessment & MitigationCross-Functional CommunicationLed quality assurance efforts, implementing standardized processes and ensuring adherence to industry regulations and best practices.Developed and executed comprehensive quality audits, identifying areas for improvement and driving corrective actions to enhance operational efficiency.Collaborated closely with cross-functional teams to establish quality metrics and deliverables, resulting in improved client satisfaction and retention.Analyzed data trends, performed root cause analysis, and developed data-driven solutions to optimize processes and minimize risks.Led and mentored a team of quality analysts, fostering a culture of continuous learning and professional growth.Prepared detailed reports and presentations on quality metrics and improvement initiatives, presenting findings to senior management Show less

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  Mindlance

  Jun 2023 - now

  Associate Manager Quality

  To create the industry’s most scalable service delivery model that is unmatched, powered by strong processes and quality fundamentals, and complemented by a disciplined focus on exceeding every performance goal for every client. To do this in a way that builds trust and places relationships at the center of the business ecosystem, so that we not only aim high, but also reach for the best within. That is the Mindlance way.Founded in 1999, Mindlance is a certified diversity business (MBE) and has been ranked one of the fastest growing U.S staffing firms by SIA for ten years. Mindlance has been recognized as one of the consistently best performing partners to industry-leading MSP programs including Kelly, TAPFIN, Allegis, Magnit, Pontoon, Monument, Guidant and Agile-1.As a recruitment-centric talent acquisition company, Mindlance provides Technology, Engineering, Scientific, Clinical Research, Digital, Creative, Marketing, Professional & Call-center staffing as well as Direct Sourcing, RPO, Global Payroll & IC management workforce solutions to enterprise clients. With an annual revenue of over $400 million and growing, the Mindlance story is one of calculable achievement, made meaningful by the commitment to keep getting better in a way that is mindful and creates a balance that works for everyone.Mindfulness and balance. The Mindlance way.Visit www.mindlance.com to learn more about us and our latest job openings. STAFFING INDUSTRY ANALYSTS (SIA) RECOGNITIONS:Fastest Growing U.S. Staffing Firms (2022, 2021, 2018, 2017, 2016, 2015, 2014, 2013, 2012, 2011) Largest U.S. Staffing Firms (2022, 2021, 2020, 2019, 2018, 2017, 2016, 2015) Responsibilities:1. Quality Assurance2. Process Improvement3. Performance Metrics4. Training and Development5. Audit and Compliance6. Client Feedback7. Problem Resolution8. Documentation9. Reporting Show less