VIKAS TYAGI

Six Sigma Green Belt Professional

Mobile: 9756877131 ~ E-Mail; Vt9756877131@gmail.com

QUALITY ASSURANCE | CUSTOMER EXPERIENCE

ANALYTICS AND INSIGHTS | PROCESS EXCELLENCE
Seeking career enriching senior level assignments in Six Sigma Project Management, Quality Management &
Training with an organization of high repute.

Professional Snapshot

 Six Sigma Green Belt Professional with 9.8 years of experience in Quality Management, Process
Management and Team Management.
 Demonstrated experience in Call Centre
 An Out-of-the-Box thinker with proven track record of establishing processes SOPs, streamlining workflow and
creating team work environment to optimise processes innovatively.
 Recognized proficiency in training, motivating, and inspiring internal customers to provide superior
integrated business communications solutions;
 Transitioning new processes and stabilizing the same for smooth operations.
 Taking a project management role in tactical implementation of strategic quality projects & to influence
cross-functional teams
 Skills in interfacing with clients, cultivating relations with them for securing repeat business and ensuring quality
delivery of services as per the SLA.
 Demonstrated excellence by evaluating / enhancing performance of team against the set targets, doing need
based promotion planning and manage
 Prudent, disciplined & self-motivated with excellent interpersonal, communication & organizational skills with
proven abilities in team management, customer relationship management & effective crisis management.

Core Competencies

Six Sigma Initiatives / Project Management

 Realizing process improvements, applying different six sigma tools & techniques across various business
dynamics.
 Conducting case/ system/ process study for project planning, scoping, estimation, tracking; defining best practices
for project support.

Process Management & Quality:

 Auditing of quality reporting non-conformances, identifying root causes and effectively implementing corrective
actions; extending support in terms of assistance in conducting internal audits.
 Realizing process improvements, applying different techniques in different processes to enhance productivity &
profitability.

Team Management & Training

 Leading, mentoring & monitoring the performance of team members; managing routine people management tasks
like shift rotation, performance evaluation, front ending customer escalations and setting up corrective action
plans.
 Ensuring skills enhancement and development of every individual in the team; conceptualizing& developing
training and development initiatives for improved productivity & quality enhancement
 Implementing professional soft skill development programs for employees as per evolving needs of the business

Certifications

 Six Sigma Green Belt Certified from India Statistical Institute, Pune
 Certified from Centum in feedback and coaching workshop

Career Chronology

1. Organizational Detail
  Currently working in iSON xperiences (Dehradun) as a Sr. Quality Lead.
 19 Month in SPANCO BPO services Ltd (Dehradun) as Quality Analyst.
 35 Months in Serco BPO service ltd (Dehradun) as a Sr. Quality Analyst.
Career details:
 From 10 Sep 2010 to 1 Feb 2011 as a CCE with Spanco BPO.
 1st Feb2011 to 13th April 2012 in SPANCO BPO services Ltd (Dehradun) as Quality Analyst ( !dea prepaid )
inbound process .
 From 14th April 2012 to 7th June 2015 in Serco BPO ltd (Dehradun) as a Sr. Quality Analyst in ( Airtel prepaid &
Videocon D2h)
 From June’2015 to Dec’18 as a Sr. Quality Analyst in Ison xperiences .
 From Dec’18 to April’21 working as a Quality Team Lead in Ison xperiences (Dehradun) (Process-V!)
 From May’21 working as a Sr. Quality Team Lead in Ison xperiences (Pune) (Process-Bajaj Allianz)

2. Management Programs attended :

 Training and Feedback.

 Effective Leadership Skills.
 Telephone etiquettes
 Project lead in Yellow belt project ( UNNATI )on EQ
 Part of Feedback session
 Part of feedback and coaching workshop and certified from Centum
 Part of 7 QC tools workshop
 Part of Essential of people management workshop.
 Skilled in creating/designing Macro enable Quality audit sheet .

Academic Credentials

 Post-graduation M.A (Education) from CCS University.

 Graduate from CCS University.
 Passed 12th from UP Board.
 Passed 10th from UP Board.

IT SKILLS: Well versed with Data Anlaysis - Macro, MINITAB, MS-Excel

Personal Dossier

Name: Vikas Tyagi Marital Status: Unmarried

DOB: 18-10-1989 Gender: Male
Nationality: Indian Contact No: +91-9756877131
E-Mail: vt9756877131@gmail .com Languages Known: Proficiency in Hindi & English

PLEASE REFER TO ANNEXURE FOR SIX SIGMA PROJECTS

ANNEXURE
SIX SIGMA Yellow belt PROJECT
External Call Quality Improvement – Call Centre
Define: Call Quality Target not met for a 6 consecutive months which results in penalty for business unit
Tools Used: Fish Bone , Pareto & Histogram .
Measure: Scores trending at 64% against the target of 85%.
Analyze:  Identified CTQs across call taking process to establish appropriate root cause
 Document referred by CSE while taking a call in not structured
 Identified RCA for Low scores is not providing Key words which are critical
 Internal QA Team not calibrated with external auditors
Improve:  Structured Product Document in line with Information Flow. Sample Calls are rated and sent to
client to check efficacy of internal audit system. Driving the importance of complete information
through visual communications.
Control:  Live screen barging of calls taken initiated and Non compliance is tracked and communicated to
ensure product document is used across the floor. Initiated Calibration session to ensure internal and
external auditors are on same page. Training initiated in particular frequency as calibration for agents
to make them aware of what goes in which parameter.