Jasjeet Singh

Quality & Training Supervisor with 6+ years of Contact Center Quality experience across BPM/BPO operations, currently leading a 10–15-member team of quality analysts and trainers on a UK-based client account at Concentrix end to end. Runs call monitoring, transaction sampling, and calibration cycles, and applies RCA/FMEA to close process, system, and training gaps — contributing to a 20% increase in client satisfaction and zero compliance findings across audits. Hands-on audit experience spans omnichannel retail and fraud/chargeback compliance interactions, verifying agent adherence to escalation, verification, and regulatory protocols.

Owns both quality governance and training delivery for the account: designs refresher training and coaching plans from RCA findings, and has coached and trained 200+ agents and quality analysts on quality standards, risk behaviors, and adherence. Holds a Six Sigma Green Belt certification with working knowledge of DMAIC concepts. Hands-on with AI-powered QA tools (iX Hero, CommsAI) for sentiment analysis and interaction summarization, auditing 80–85% of interactions — well beyond traditional manual sampling coverage.

Has led automation of quality dashboards and reporting as transformation initiatives, improving operational efficiency by 15%.

Experience spans customer service/BPO (UK contact center), food-delivery/e-commerce (Zomato), and order processing, giving cross-industry process exposure. Looking to bring this end-to-end quality, training, and transformation experience to a larger, global organization.

Quality & Training Supervisor - Concentrix - Gurugram

(2024-05)

• Lead and mentor a 10–15-member team of quality analysts and trainers on a UK-based client account, owning workload allocation, performance management, and conflict resolution across both quality and training functions.
• Act as quality SPOC for the client, driving calibrations, QBRs, and weekly business reviews with client and senior stakeholders to align quality performance with business goals — contributing to a 20% increase in client satisfaction.
• Review quality analysts' evaluations and scorecards for consistency and accuracy, investigating recurring issues using RCA and FMEA to identify process, system, and training gaps — achieving zero compliance findings across internal and external audits.
• Direct the training team in designing and delivering refresher training and coaching plans based on RCA findings, translating recurring quality gaps into targeted training interventions for agents and quality analysts.
• Led the automation of quality dashboards and reporting as a transformation initiative, cutting manual reporting effort and improving operational efficiency by 15%.
• Use AI-powered QA tools (iX Hero, CommsAI) for sentiment analysis and interaction summarization to support faster, more accurate resolutions, and to audit 80–85% of interactions — a shift from manual sampling toward full-coverage quality monitoring.
• Coordinate closely with Delivery and Training teams to design and roll out improvement plans and keep Quality SLAs/metrics on target across the account.
• Oversee quality governance across omnichannel retail and fraud/chargeback compliance operations as Supervisor, building on hands-on audit experience from the Senior QA role to guide team-wide adherence to escalation, verification, and regulatory protocols.

Senior Quality Analyst - Concentrix - Gurugram

(2021-09 - 2024-05)

• Ran 200+ call monitoring and transaction sampling audits monthly on a UK client process, lifting compliance by 15% and cutting process errors by 30% through RCA and FMEA.
• Audited fraud, false-claims, and chargeback interactions for verification adherence, escalation accuracy, and documentation compliance, feeding findings into calibration sessions to maintain consistent scoring.
• Used RCA on fraud and chargeback audits to identify recurring compliance gaps and inform targeted training interventions for the team.
• Coached and trained 200+ frontline agents and new quality analysts on quality standards, risk behaviors, and adherence — raising adherence scores by 25%.
• Streamlined workflows and automated reporting dashboards as a small-scale transformation effort, cutting manual effort by 40% and speeding up decision-making.
• Partnered with clients on calibrations, weekly reviews, and QBRs, building trust through transparent, data-backed reporting.
• Stepped in as quality SPOC in the manager's absence, ensuring uninterrupted quality governance; recommended workflow changes that reduced handling time by 10% and raised CSAT by 20%.

Customer Service Executive - Concentrix - Gurugram

(2020-07 - 2021-09)

• Supported 100+ customers daily via live chat on a UK client account (customer service/BPO), consistently exceeding CSAT, response-time, and resolution-time KPIs (85%+ CSAT, sub-1-minute response, sub-5-minute resolution).
• Cut repeat queries by 30% by leveraging knowledge-base resources for first-contact resolution; escalated complex issues appropriately, reducing customer complaints by 15%.

Associate - Jindal X - Delhi

(2019-07 - 2020-03)

• Delivered live-chat support to 100+ customers daily on the Zomato account (food-delivery/e-commerce), achieving an 85%+ customer satisfaction rate — adding cross-industry process exposure alongside BPO contact center work.
• Partnered with the client's leadership team on service improvements that raised customer satisfaction by 15%; processed orders, forms, and applications with 100% accuracy and on-time delivery.

Associate - Intelenet Global Services - Delhi

(2018-03 - 2018-09)

• Resolved customer inquiries on return policies with a 95% first-contact resolution rate across 100+ managed accounts, maintaining 95%+ CSAT while meeting SLAs with 100% accuracy on order and request processing.

Bachelor of Commerce - IGNOU University (2021)

Higher Secondary - Sarvodaya Vidyalaya (2015)