1. Sudhakant Jha
B-8-5, Pasific place
Ara Damansara, Selangor
To work in professionally challengingand motivatingenvironment, gain practical exposureand contribute
positively towards achievingtheobjectives of the organization,whileat the same time add to professional and
Over 9+ years of experience.
Experience in Telecom Customer, Travel campaign, Backend campaign, Sales Campaign & Client
Interaction. Over 7 yrs of hands-on supervisory experience in BPO sector only,where responsibilities
included assessing/managingemployee performance, writingperformance reviews, coachingand
training.Highly organized,attentive to details,analytical,havestrongprioritization / time management
skills.Beableto work closely with others in a team-oriented environment.
COPC Certified Registered Coordinator
Certified Green Belt Professional
Instrumental in certificationslikePCIDSS,SES and ISO
Work Experience: -
Company Aegis BPO SDN. BHD. Malaysia (1st Apr,’2016 till Date)
Sr. Manager – Quality and Process Assurance
Job Profile : Currently workingas a Senior Manager, and exercisingfollowingresponsibilities.
Administrativemanagement of Quality function
Front ending conversation with perspective Clients
Deployingand Leading required changes for existingclients and overseas for other programs
Company: Aegis BPO SDN. BHD. Malaysia (1st Jan,’2015 , 31st March)
Manager – Quality and Compliance
Job Profile: Currently workingas a Manager, and exercisingfollowingresponsibilitiesand cateringthe areas of :
Oversees call center quality assuranceprograms
Establishingstandards governingcustomer interactions, implementing screeningprograms to monitor
those interactions,and designingaction plan to correct found issues in coordination with Operations and
Accomplishes quality assurancehuman resource objectives by recruiting,selecting,orienting,trai ning,
assigning,scheduling,coaching,counseling,and discipliningemployees; communicatingjob expectations;
planning,monitoring,appraising,and reviewingjob contributions;planningand reviewingcompensation
actions;enforcingpolicies and procedures.
Achieves quality assuranceoperational objectives by contributinginformation and analysisto strategic
plans and reviews;preparingand completingaction plans;implementing production,productivity,quality,
2. and customer-service standards;identifying and resolvingproblems;completing audits;determining
system improvements; implementing change.
Meets quality assurancefinancial objectives by estimatingrequirements; preparingan annual budget;
Develops quality assuranceplans by conductinghazard analyses;identifyingcritical control points and
preventive measures; establishingcritical limits,monitoringprocedures,correctiveactions,and
verification procedures;monitoring inventories.
Validates quality processes by establishingproductspecificationsand quality attributes;measuring
production; documenting evidence; determining operational and performance qualification;writingand
Maintains and improves productquality by completing product, company, system, compliance,and
surveillanceaudits;investigatingcustomer complaints;collaboratingwith other members of management
to develop new product and engineering designs,and manufacturingand trainingmethods
Prepares quality documentation and reports by collecting,analyzingand summarizinginformation and
trends includingfailed processes,stability studies,recalls,correctiveactions,and re-validations.
Updates job knowledge by studyingtrends in and developments in quality management; participatingin
educational opportunities;readingprofessional publications;maintainingpersonal networks; participating
in professional organizations.
Enhances department and organization reputation by acceptingownership for accomplishingnew and
different requests; exploringopportunities to add valueto job accomplishments.
Workingas partof the ComplianceTeam to ensure compliancewith all applicableregulatory
requirements, policies and procedures.
Work to deadlines,ensuringthat all departments of the organisation arefollowingthesame
procedures with regards to documents
Check and approve documents before they aresubmitted, liaisingwith internal and external agencies
to ensure that documents arecorrect.
Ensure that any documents that do not meet the required standards areidentified and processes to
Ensure that all checked documents are submitted within required time frames.
Company: Aegis BPO Ltd (An Essar Enterprise) (Aug,’ 2007 till Mar,’2013)
Assistant Manager – Quality
Job Profile: Currently workingas an AssistantManager,and exercisingthe followingresponsibilities and catering
the areas of:
Managinga Team of 25 QAs
Devisingand establishinga company's quality procedures,standards and specifications;
Reviewing customer requirements and ensuringthat they are met
Setting standards for quality & definingquality procedures
Setting up and maintainingcontrolsand documentation procedures;
Monitoringperformance by gathering relevant data and producingstatistical reports .
Monitoringrandom callsto improve quality,minimiseerrors and track operative
Coordinatingstaff recruitment, includingwritingvacancy advertisements and liaisingwith
Reviewing the performance of staff, identifyingtrainingneeds and planningtraining
Coaching,motivatingand retainingstaff and coordinatingbonus,reward and incentive
Improvingperformance by raisingefficiency and sourcingnew equipment to enablethis, e.g.
3. Assistant Manager – Global Corporate Quality (May,’ 2012 till Date)
Job Profile: Currently workingas an AssistantManager (Corporate Quality),and exercisingthe following
responsibilitiesand cateringthe areas of:
Managingthe up-skill trainingfor Leadership for Management Best Practices,Quality Best
Practice,(Onlinemodules in collaboration with COPC) & Good GraphingTechniques.
Managingthe CET (Customer Experience Tool)
Integrity Check for Table F (Spread sheet to manage the performance as recommended by
Implementation of QPO (Quality Process Optimization)
Standardization of Quality approach and processes
Development and troubleshootingfor CET (Customer Experience Tool)
Assistant Manager – Corporate Quality – India – (May, 10 to May, 12)
Job Profile: Worked as an AssistantManager (Corporate Quality),and exercisingthe followingresponsibilities and
cateringthe areas of:
Coordinatingthe implementation of COPC approach acrosstheorganization
I. Developing the approach for Quality processes,HiringProcesses and WFM
II. Coordinating for developing TableF (Output metrics) for all centers
III. ValidatingtheTable F by doing “CUIKA”
IV. Sharingthe observations and findings with businessowners for further action
V. Conducting audits to track the progress for the readiness of COPC standards
VI. Coordinatingwith COPC for the onlinetrainingprograms for leadership i.e.,Good
GraphingTechniques, High Performance Management Training,Quality Play book,
VII. Drivingthe participation and completion of all onlinetrainingprograms
Accomplishingquality assurancehuman resourceobjectives by recruiting,selecting,
orienting, training,assigning,scheduling,coaching,counseling,and discipliningemployees;
communicatingjob expectations; planning,monitoring,appraising,and reviewingjob
contributions;planningand reviewingcompensation actions;enforcingpolicies and
Achieves quality assuranceoperational objectives by contributinginformation and analysisto
strategic plans and reviews;preparingand completing action plans;implementing
production,productivity,quality,and customer-servicestandards;identifyingand resolving
problems; completing audits;determining system improvements; implementing change.
Identifying critical control points and preventivemeasures; establishingcritical limits,
monitoringprocedures, corrective actions,and verification procedures;monitoring
Validates quality processes by establishingproductspecificationsand quality attributes;
measuringproduction;documenting evidence; determining operational and performance
qualification;writingand updatingquality assuranceprocedures.
Maintains and improves productquality by completing product, company, system and
Assistant Manager - Command Center (Feb, 09 to May, 10)
4. Job Profile: Setting up of Command Center and Leading a highly skilled team & exercisingthe following
responsibilitiescateringthe areas of:
a) Queue Management
a. Daily Planning
b. Real Time Changes
c) Analysis and Review
d) Infrastructure readiness
Queue Management – Management of serviceperformance per interval ensuringaction is
taken to minimize impactto customer experience. The actions involved here were:
o Add agents into call queues when ASA is longor Service level is missed
o Have agents “aux out” to do other things when ASA is shortor Service Level is too
o EnsuringSupervisors to walk on floor continuously to see what is goingon
o “Action” over and understaffing
Daily Planning –Manage performance with key inputvariablesuch as AHT, absenteeism,
trainingetc., and often changes relativeto the levels assumed when developing the original
Assistant Manager - Operations (Feb, 09 to May, 10)
Job Profile: Leading a highly skilled team & exercisingthe followingresponsibilities cateringtheareas of:
a) Service Quality
b) MIS Preparation
c) Performance Management
d) Team Building Exercises
Reporting to Manager - Operations aboutthe daily SL’s,AL’s, CSAR, AHT, Quality &
To plan,co-ordinateand organizethe activities of the department to ensure that both
performance and quality targets are achieved in the most costeffective manner to the
To ensure complete understandingof system and its functionality to achieve
To analyzeperformance, identify trends and significantbusiness issues and
recommend solutions to improve the performance of the function.
ImpartingProcess trainingto new hires as well as experienced associates.
Key Focus is on creating, nurturingand sustaininga serviceexcellenceculturein order
to meet the Customer satisfaction measures setfrom time to time.
HelpingHR in getting sound manpower.
Develop and maintain all processrelated MIS reports.
Maintainingfloor discipline,and ensure adherence to timelines.
Responsiblefor team’s motivation,absenteeism and attrition.
To conductTeam performance Appraisals (Yrly).
Also responsiblefor clientinteraction and discussingprocessspecific issues.
5. Adherence to all regulatory requirements.
Worked as Team Leader.(Aegis BPO Ltd), (Aug,’07 to Feb,’09).
Worked as Team Leader.(Intelenet Global Service Ltd.), (Jan,’07 to Jun,’07).
Responsiblefor coachingand development of team members.
Monitor, identify and resolveperformance behavior/ attendance issues.
Monitor and take action on personnel and payroll issues.
Review schedules and adherence of company policies and parameters.
Conduct performance appraisalshalf yearly.
ProvideSubject Matter Expertise, conduct Mock Calls of New Joiners
Ensure Employees receive additional trainingas and when needed.
Resolve Escalated Customer issues.
Facilitateteam meetings on a regular basis with directreports.
Communicate all process and clientchanges to directreports within specific timeliness.
Responsiblefor ensuringclientservicelevels/targets aremet on a consistentbasi s.
Ensure collectively thatthe workstations / tools and applicationsarein workingcondition on
the operational floor so thatthe operation is not hampered.
Last but not the leastCollectiveTarget achievement of the Team
Worked as Team Leader.(Bharti-Teletech Pvt India Ltd.), (Sep,06 to Jan,07).
Achieving inbound target.
Managinga team of 20 Executives.
Taking care of Service level and Abandon percentage of calls.
Administration of daily routine work of all the team members.(All ACD and Quality
Analyzingthe performance of the agents.
Daily follow-up report preparation.
Helping them to achieve their KRA’s by keeping a check on their performance.
Worked as Development Specialist. (Bharti-Teletech Pvt India Ltd.), (Mar,06 to Aug,06).
Trainingnew batches for Airtel.
Bargingthe callsfor on-floor Agents and new hired Batches to keep a check on their product
Takingsession and designingmodules for improvingoverall quality on Production Floor.
Worked as a Customer Support Associate ( Bharti-Teletech Pvt India Ltd.) (March,’05 to March,’06).
Take inbound call related queries/Problem/Request of Customers regarding Product
Achieve Target & full fill requirement of company through own work
Worked as a Technical Support Associate ( Perq Computers) (March,’03 to Feb,’05).
6. Professional Achievements
Certified “Registered Coordinator ” by COPC
Won the award for best performer for the month of June, 05,
Achieved 100% productknowledge certificatefrom Client. (Airtel)
Appreciation calls from customers & client side.
Manage the floor in the absences of senior staff
Undergone the training of STQ-1 and STQ-11 (Success through Quality).
Successfully completed Train The Trainers Program from Hutch.
Successfully completed the Quality Workshop organized by Hutch.
Won the Award for Best TL for the month of October,06, Dec,’06.
Won the Award for Best TL of Quarter Oct-Dec,’06
Involved in implementation of QPO (Quality Process Outsourcing for Vodafone Process).
Successfully completed HPMT Training by COPC
Successfully completed online WFM playbook Training by COPC
Successfully completed Good Graphing Techniques for Contact Center Professional by COPC
Involved in Salary Leakage Audit conducted by MAS Team
Successfully completed HPMT (High Performance Management Technique) Training by COPC
Successfully completed WFM Playbook online Training done by COPC
Successfully completed Quality Playbook online Training done by COPC
Successfully completed 6- Sigma Training.
Successfully completed RC Certification (Registered Coordinator 5.1).
BA (Pass) 2005 fromDelhi University through correspondence
+2 fromNew Green Field School ,NewDelhi2001
10th fromNewGreen Field School,NewDelhi 1999
Hobbies and Strengths
Flexibleability to suitto any environment.