Surendra Kumar

Results-driven Operations professional with 10+ years of experience in BPO operations, customer support, quality assurance, training, and people management. Promoted to Senior Team Leader in Jul'25 after consistently delivering operational excellence, SLA compliance, client satisfaction, and process improvements. Experienced in leading cross-functional teams, stakeholder management, MIS reporting, RCA, CAPA, and continuous improvement initiatives.

Senior Team Leader – Operations at CYFUTURE India Pvt. Ltd. (2025-07 – Present)

• Lead end-to-end operations for multiple client processes while ensuring SLA, KPI, Quality, Productivity and CSAT targets.
• Manage Team Leaders, Quality Analysts and Trainers, providing coaching and performance reviews.
• Drive client governance, business reviews, escalation management and stakeholder communication.
• Prepare MIS, dashboards, forecasting reports and operational performance analysis.
• Implement SOPs, automation, RCA and CAPA initiatives to improve operational efficiency.

Lead Quality Analyst at CYFUTURE India Pvt. Ltd. (2021-07 – 2025-06)

• Led Quality and Training functions across multiple projects.
• Conducted audits, calibrations, NHT/OJT sessions and quality improvement initiatives.
• Prepared quality dashboards and management reports.
• Recognized as Star Performer of the Year 2024.

Quality Analyst at Germanium Technologies Ltd. (Erstwhile Caretel Infotech Ltd.) (2020-02 – 2021-07)

Quality Analyst at Advance Metering Technology Ltd. (2019-06 – 2019-12)

Quality Analyst at Germanium Technologies Ltd. (Erstwhile Caretel Infotech Ltd.) (2018-05 – 2019-06)

Quality Analyst at CYFUTURE India Pvt. Ltd. (2015-11 – 2018-05)

Customer Care Executive at CYFUTURE India Pvt. Ltd. (2015-05 – 2015-08)

Master of Commerce in M.Com – Meerut College, Meerut

Bachelor of Commerce in B.Com – Meerut College, Meerut

XII – P.B.A.S. Inter College, Modinagar

X – P.B.A.S. Inter College, Modinagar