Raghwendra Kumar
Results-driven Quality Analyst and Team Leader
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About
Results-driven Quality Analyst and Team Leader with over 10+ years of experience in the BPO and collections industry. Proven expertise in quality assurance, team management, process improvement, and client satisfaction. Strong ability to analyze performance, implement improvements, and drive team success.
Experience
Team Leader – Quality - Energizer India Pvt. Ltd. - Noida
(2021-10)
- Manage and mentor a team of 6 Quality Analysts
- Prepare and publish performance and quality reports
- Drive process improvement initiatives
- Ensure achievement of client KPIs and targets
Quality Analyst - Energizer India Pvt. Ltd. - Noida
(2015-01 - 2021-09)
- Conduct daily call audits as per client requirements
- Provide structured feedback to improve agent performance
- Identify process gaps and recommend improvements
- Ensure adherence to call handling and compliance standards
- Participate in calibration sessions for quality consistency
- Evaluate CSR knowledge and communication effectiveness
Collection Executive - Energizer India Pvt. Ltd. - Noida
(2013-02 - 2014-01)
- Handled U.S.-based collection process (Credit One Bank)
- Educated customers regarding account status
- Achieved daily collection targets
- Managed inbound and outbound collection calls
- Maintained call quality and compliance standards
Collection Executive - QOR India Pvt. Ltd. - Noida
(2012-05 - 2012-08)
- Worked on U.S.-based collection process
- Handled customer queries related to collections
- Educated customers about outstanding balances
Education
B.E. - Computer Science Engineering - Visvesvaraya Technological University, Belgaum
