Kamal Sharma

Results-driven Quality Manager with 9+ years of experience in Quality Assurance, Customer Support, Sales Quality, Training Operations, and Process Improvement across BPO and Fintech industries. Expertise in improving CSAT, FCR, NPS, Compliance, Conversion Rate, and Operational Efficiency through Lean Six Sigma methodologies.

Quality Manager - SRIAAS - Gurugram

(2022-03)

Leading end-to-end Quality and Training governance for Customer Service and Sales operations.

• Improved First Call Resolution (FCR) by 22% using Six Sigma DMAIC methodology.
• Reduced repeat customer contacts by 40% through Lean process improvement tools.
• Driving improvements in CSAT, FCR, NPS, Compliance, AHT, and Conversion Rate metrics.

Quality Team Lead - SRIAAS - Gurugram

(2021-09 - 2022-02)

Managed Quality operations across Customer Service and Sales lines of business.

• Reduced QA variance by 25% through structured calibration practices.

Senior Quality Analyst - SRIAAS - Gurugram

(2020-08 - 2021-08)

Performed advanced audits for Customer Support and Sales operations.

Senior Quality Analyst - G C Web Ventures Pvt Ltd - Gurugram

(2019-03 - 2020-05)

Conducted quality audits across customer support and sales processes within Fintech operations.

• Performed Root Cause Analysis (RCA) for recurring service defects and revenue leakage.

Senior Quality Analyst - Eureka Outsourcing Solution - Noida

(2018-10 - 2019-03)

Conducted quality audits for voice and non-voice customer service processes.

Quality Analyst - Intelenet Global Services - Gurugram

(2016-04 - 2018-08)

Conducted audits for Customer Service and Sales processes.

• Awarded Best QA and Best Sales Performer for outstanding performance.

Bachelor of Computer Applications - BCA - Indira Gandhi National Open University (IGNOU)

Intermediate - CBSE - Delhi