Vaibhav Gautam

Results-driven quality and process improvement professional with a track record of leading teams, reducing errors, and strengthening operational performance. Six Sigma-certified with hands-on expertise in root cause analysis, corrective and preventive action (CAPA), and SOP optimization. Skilled at translating quality data into measurable process gains and building high-performing, compliant operations.

Quality & Process Improvement Lead at Concentrix — American Express (2025-01 – Present)

• Drove first-contact resolution and process accuracy across a high-volume operations environment, managing 50+ client interactions daily.
• Optimized turnaround time and handling efficiency, consistently performing within top-tier benchmarks.
• Achieved 95%+ quality assurance scores through rigorous adherence to SOPs and internal quality frameworks.
• Sustained client satisfaction scores above 85% through consistent, solution-oriented engagement.
• Partnered cross-functionally with internal teams to drive timely resolution and continuous process improvement initiatives.

Quality Analyst & Team Lead at Tech4Billion — Chingari (2023-01 – 2025-12)

• Led and mentored a 120+ member team across 24/7 operations, overseeing training, onboarding, and performance development.
• Directed omni-channel operations for Project Chingari & AstroLive, ensuring consistent service quality.
• Conducted performance coaching sessions to help team members meet and exceed KPI targets.
• Executed weekly quality audits and root cause analysis (RCA) to drive continuous improvement.
• Delivered structured feedback and actionable improvement plans while monitoring compliance with quality standards.

Trust & Safety / Content Compliance Analyst at Tech4Billion — Chingari (2022-01 – 2023-12)

• Reviewed and moderated user-generated content in line with platform community guidelines and compliance standards.
• Evaluated and approved or rejected content submissions to uphold community and brand standards.
• Monitored promotional campaigns and hashtag contests for guideline compliance, ensuring fair participation.

Bachelor of Science in General – MDU Rohtak (2021)

Diploma in Mechanical CAD (MCAD) – Mitsu CAD Education Society (2016)

Senior Secondary – CBSE (2016)