Abhishek Kumar Srivastava

Experience

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  Convergys

  Oct 2013 - Feb 2017

  Started as Technical support for US client (AT&T U-verse) with support and assistance on fiber optic support Promoted as floor support within 7 months and along with Ops, support extended for new hires to training team in the initial guidance and support phases Worked as “Quality advisor” for in-house/3rd party audit  Internal & External quality checks along with feedback coaching  Monitoring quality and reporting performance to management Training, Mentoring and Coaching team Show less

  • Quality Analyst

    Sept 2014 - Feb 2017

  • Technical Support Specialist

    Oct 2013 - Aug 2014
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  Accenture

  Feb 2017 - Jul 2019

  Subject Matter Expert

  Worked with the pilot batch for “Google Pay” application Implemented and created the call flows to voice/Non voice transactional script and helped the batches to prepare for the assessment (Pre-launch)  Led a team of skilled professionals in meeting/exceeding process and organizational goals, and grooming for growth opportunities First call resolution of customer queries & complaints by providing support and consultation real time Guiding the team in achieving efficiency, resource utilization & attrition targets SPOC for designing and publishing daily/weekly productivity reports and checking compliance of call monitoring Quality audit sheets for the span. Responsible for monitoring transactions through recording and real time buddy jacking and providing constructive feedback. Monitoring quality and reporting performance to management with Internal & External feedback validation Show less

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  WNS

  Jul 2019 - May 2023

  As an Assistant Manager in Quality, my responsibilities include:Conducting In-Depth Analysis: Critically assess information gathered from diverse sources, ensuring comprehensive scenario analysis to support informed decision-making.Project Scoping and Requirement Gathering: Understand business, technology, and functional requirements to accurately scope projects and align them with strategic goals.Facilitating Process Workshops: Lead workshops with clients and subject matter experts to gain a thorough understanding of end-to-end processes, identify potential blockers, and assess improvement opportunities.Team Development and Training: Manage a team with a strong focus on skill development, providing targeted training to enhance their capabilities and enable them to maximize their impact.Cross-Functional Collaboration: Partner with Operations teams to drive business objectives, emphasizing continuous improvement across all phases of the business cycle.Client Engagement Across Multiple Verticals: Successfully manage site operations with over 400 FTEs, working across diverse client verticals to deliver tailored quality solutions.Leadership of Quality Assurance Teams: Oversee a team of 20+ QA specialists and QA leads, providing strategic guidance and support to ensure consistent quality standards across processes. Show less As a Team Leader, my responsibilities include:Conducting Quality Audits: Review and evaluate recorded calls, emails, and chat conversations based on defined agent quality scorecards to ensure adherence to quality standards.Supporting Continuous Improvement: Collaborate closely with the training and operations teams to drive ongoing improvements in client deliverables and enhance service quality.Training and Coaching New Hires: Provide training and coaching for new hires, aligning with client-specified parameters to ensure their readiness and performance.Performance Reporting and Insights: Prepare weekly, monthly, and quarterly performance reports for the team, highlighting actionable insights to guide improvement efforts.Cross-Functional Collaboration: Work with Operations to achieve business objectives, focusing on enhancing all stages of the business cycle for better outcomes. Show less

  • Assistant Manager Quality Control

    Apr 2022 - May 2023

  • Quality Assurance Lead

    Jul 2019 - May 2022
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  Cognizant

  May 2023 - Nov 2024

  Quality Manager

  Led the Total Quality Management (TQM) framework for Google Cloud across multiple geo location, driving high standards in client satisfaction, operational efficiency, and continuous improvement.Client Management: Built strong client relationships, aligning quality initiatives to meet key KPIs.Framework Implementation: Established SOPs, audit systems, and compliance standards, enhancing Total Time to Resolution (TTR) and Escalation Handling.Process & Change Management: Used Lean Six Sigma and 3Why frameworks to streamline processes and integrate sustainable improvements.Team succession planning: Managed a global team of 100+ FTEs, fostering growth and readiness for evolving business needs.Ensured consistent quality excellence globally to support Google Cloud’s mission. Show less

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  Wipro

  Nov 2024 - now

  Project Quality Manager