Vivek Kumar
Current
Service
Education
BA ENGLISH
Industry
BPO/ITES/CRM/Transcription
Vivek Kumar ’s experience
Product Manager/Project Manager/Manager/Supervisor/Team Leader at
HEWITT ASSOCIATE INDIA PVT LTD, INDIA
April 2005 – Currently Working
Industry: BPO/ITES/CRM/Transcription
Functional area: ITES / BPO / KPO / Customer Service / Operations
I am responsible for Quality assurance of Operation in my
company. I report out their
SLAs. Responsibilities: • Provide insights and develop
methodology for data analysis. • Define scope of processes and
execution/timeline plan for MIS, data testing and manipulation.
• Define objective, scope and identify the statistical
technique to be used (modeling/ forecasting/ segmentation) for
analytical projects. • Manage end to end deliverables of the
project by adhering to timelines. • Quality assures all
project deliverables. • Ensure that the Standard Operating
Procedures are followed and all relevant documents are
updated. • Mentor team members and train them while working on
projects. • Quality consultants to Operations for all quality
related concerns, changes, improvements etc. • To manage team
of current QAs, training & coaching new QA
resources. • Managing QA activities in defined programs
Responsible for Quality Assurance set up in new programs.
company. I report out their
SLAs. Responsibilities: • Provide insights and develop
methodology for data analysis. • Define scope of processes and
execution/timeline plan for MIS, data testing and manipulation.
• Define objective, scope and identify the statistical
technique to be used (modeling/ forecasting/ segmentation) for
analytical projects. • Manage end to end deliverables of the
project by adhering to timelines. • Quality assures all
project deliverables. • Ensure that the Standard Operating
Procedures are followed and all relevant documents are
updated. • Mentor team members and train them while working on
projects. • Quality consultants to Operations for all quality
related concerns, changes, improvements etc. • To manage team
of current QAs, training & coaching new QA
resources. • Managing QA activities in defined programs
Responsible for Quality Assurance set up in new programs.
Consultant at BHARTI INFOTEL PVT LTD , Delhi, INDIA
February 2004 – March 2005
• Interaction with corporate customers to resolve their
Broadband Internet connections related inquires on
web. • Responsible for generating MIS report and SLA report on
weekly basis. • Responsible for managing issues of the batch
effectively. • Periodically interact with the middle and
senior management of our client companies. • Provided support
to the team by acting as the first line of escalation of customer
related queries to accomplish the goal of providing exceptional
customer experience. • Quality Check on Important
notices. • Responsible for conducting processes assessments.
Broadband Internet connections related inquires on
web. • Responsible for generating MIS report and SLA report on
weekly basis. • Responsible for managing issues of the batch
effectively. • Periodically interact with the middle and
senior management of our client companies. • Provided support
to the team by acting as the first line of escalation of customer
related queries to accomplish the goal of providing exceptional
customer experience. • Quality Check on Important
notices. • Responsible for conducting processes assessments.
Vivek Kumar ’s education
BA [ENGLISH],
RSM COLLEGE [2004/July]
, U.P
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HEWITT ASSOCIATES -The world's largest provider of multi-service HR
business process outsourcing (BPO), and the only firm fully
integrating HR outsourcing and consulting.......more >>
business process outsourcing (BPO), and the only firm fully
integrating HR outsourcing and consulting.......more >>
AM WORKING ON SEVERAL PROJECTS ON TRAINING FOR CHANGE AND
TRANSFORMATION WITH PSU AND BRAND LOGO DESIGN TAG LINES AND WEB SITE
DEVELOPMENT FOR SEVERAL CLIENTS. ALSO......more >>
TRANSFORMATION WITH PSU AND BRAND LOGO DESIGN TAG LINES AND WEB SITE
DEVELOPMENT FOR SEVERAL CLIENTS. ALSO......more >>
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