Prabhat Chauhan is a Team Leader Quality with over 8 years of experience in BPO and customer service. He is currently with Tech Mahindra Technologies Limited leading their Google Shopping domain and category management processes. He has proven experience in managing teams, ensuring quality standards are met, analyzing performance data to improve processes, and maintaining excellent customer satisfaction. Prabhat holds degrees from Agra University and is a Six Sigma Yellow Belt trained professional seeking to take on a challenging role in quality management.

1. Curriculum Vitae
Prabhat Chauhan
E-mail : Prabhatchauhan34@yahoo.com
Telephone : +919899907199
In pursuit of challenging and enriching assignment in Quality Management /Process Excellence with an
organization of high repute
SNAPSHOTS
 Presently Associated with Tech Mahindra Technologies Limited, as Team Leader Quality.
 An astute & resultoriented professional with 8 years of experience in BPO & Customer Service
industry.Proficientin ensuringaccomplishmentof the set quality standards in SLAs with nearly 5
years of experience in Transaction Quality.
 Competent in managing the data with the expertise in result oriented analysis
 Proficientin managingProcess Quality and experiencein developingprocedures, servicestandard for
Business excellence.
 Instrumental in identifyinggaps,reportingon quality trends,makingrecommendations for improving
and enhancing the customer experience and understanding the unique drivers of the assigned LOB.
 Proven abilities in maintaining excellent customer satisfaction indices and Client relationship.
 Six Sigma –Yellow Belt Trained.
EDUCATIONAL CREDENTIALS
 HigherSecondary(+2) from N.I.O.S.
 Graduation (B.A) from Agra University
 Post-Graduation (M.A.) from Agra University
PROFESSIONALEXPERIENCE
Promotedas a Team Lead Qualityin August’15:
The role existwith the purpose of ensuringcomplianceof quality delivery metrics for addressingthe needs of
subscribers,ensuringutmostcustomer delightand build on the brand value.
Process: Google Shopping(FromAug‘15 to Present) – Team Lead Quality
Key Functional Responsibilities
 Managingthe Google Shopping domain and Category Management for Google India as Vendor
Support team.
 Handlinga team of QAs who keep a check on the process health and delivers coachingand feedback
to the analystsand senior Analysts to improvetheir quality of work.
 Collated,represented and analyzed performance data in order to identify improvement
opportunities,eradicatethe non-valueand help business build improvement action strategies.
 Created and automated various businessreports & scorecards to drivebusiness reviews and
adherence to action plan.
 DrivingProcess Improvement initiatives with major focus on Process Standardization,
Simplification and Optimization
 Stakeholders Management across servicesto ensure consistentrepresentation of numbers and
improvements.
Current Employer: Tech Mahindra | May’ 2008 to Till Now

2.  Conducting internal process audits & process reviews for ensuringstrictadherence to the process
parameters/systems as per defined guidelines.
 Process Streamlining.Setting up targets, SOP & SLA, maintainingCTQ(Critical to Quality)/CTP(Critical
to Process) targets whileplanningprocess
Process: BT CDSS (FromJuly‘12 to Aug’15) - Sr. Quality Executive
Key Functional Responsibilities
 Responsiblefor preparingthe new Quality monitoringprocedure for new process.
 Responsiblefor preparing new Quality standard documentfor new process.
 Responsiblefor streamlining the work procedure to reduce wastage of resources and improve time
effectiveness
 Ensuringcontinuous interaction with the customer to make surethat area of concern can be worked
upon for improved servicelevels
 Responsiblefor Transaction Quality Monitoring/ and process complianceissues.
 Generating Quality reports on Weekly/Monthly basis
 Responsiblefor givingadequate & effective feedback to the Associates
 Responsiblefor taking initiatives to driveprocess improvement.
 Responsiblefor take quality huddles and providethe trainings on new updates
 Providing 2nd level support when needed.
 Preparingweekly/monthly report likePareto Analysis,RAG, Trend Analysis,etc.
 Publishingweekly/monthly Dashboard,RFT & SLA report for various changes & Sharingwith client.
 Workingwith the Ops, Training& Transitionsteamand take responsibility for offeringthe customers
the highest functional quality services.
 Identifyingthe knowledge gaps, process gaps & Language gaps and ensure documentation of the
work flow process.
 Conducting Calibration with Clients & team
 Highlightingcorrectiveactions by doingdata analysisto improve process efficiency.
 Identifyingthe trainingrequirements of each Team Member
Process: TATA CDMA (From Aug ‘10 to July’12) - Sr. Quality Executive
Key Functional Responsibilities
 Listened to call center representatives’ recorded / live/ sideby sideconversations to subjectto
quality assurancepolicies and screening
 Analyzed call trends and identified agent and call center training opportunities and provided
recommendations to management
 Resolvingall project-related clientand team issues
 Manage team performance againstobjectives & EnsuringSLA’s are met through planning
 To be on top of all the latestupdates & changes for effective co-ordination between Client, process
& Quality
 Presenting Internal & External Business Reviews
 Publish all reports related to Quality (Daily Dashboard etc.) and use findings to create and execute
action plans for process improvement
 To ensure that daily reports areexecuted diligently as per client& process requirement
 Participated in internal calibrationswith Quality and Operations and ensured consistentscoring
 Capture areas of improvement and providefeedback to the executives on the basis of audits
 Conduct gap analysis,analyzetrends and find ways to improve the Customer Care Executive's
performance on quality related parameters
Process: TATA CDMA (From May ‘2008 to Aug’2012) – CustomerCare Associate
 Handled escalation callsapartfromtaking normal calls.

3.  Achieved set targets of the company by the stipulated deadline.
 Provideaccurateand appropriateinformation in responseto customer enquiries.
 Developed effective relationship with all call center department through clear communication.
 Worked with upper management to ensure appropriatechanges were made to improve customer
satisfaction.
 Demonstrated mastery of customer servicecall scriptwithin specified timeframe.
 Facilitated information flowbetween customer service,accountmanagement operations,quality
assurance,and trainingto guarantee call centreobjectives were met.
 Maintained up- to-date record at all times
 Completed voluntary customer servicetrainingto learn ways to enhance customer satisfaction and
improve productivity.
SignificantHighlights
 Won R&R Six times for Top Performer (Quarter).
 Ran Various Contest & Schemes for enhancement of Quality and C-SAT scores
 Multipleclientappreciation for makingsignificantimprovement in process performance.
Personal Details
Date of Birth: 2-July-1986
Permanent Address: B2/703, Street no. 27 Harsh Vihar,
Delhi-110093
Marital Status: Married
Linguistic Abilities: English & Hindi
I hereby declarethat all theabove information produced by me is true.
I hereby declarethat all theabove information produced by me is true.
Prabhat Chauhan