Headline

Senior Quality & MIS Analyst | Six Sigma Green Belt + AI Workflows | Built QA Frameworks for 5+ US Clients | Targeting ITES · KPO · CRM, ERP, FSM Operations

About

14 years ago, I sat in a BPO call centre flagging call errors manually in Excel. Today, I build executive Power BI dashboards that tell operations leaders exactly where their SLA is bleeding — before it becomes a crisis. That progression — from frontline service rep at IBM Daksh to Senior Quality & Resource Performance Analyst at Upadpro Software & Services — wasn't an accident. It came from obsessing over the gap between raw operational data and the decisions it should be driving. I hold a Six Sigma Green Belt and have led multi-process quality audits across inbound, outbound, and live chat for 5+ US-based ITES and BPO clients. Every audit I run ends with a coaching action, not just a score. What I actually do day-to-day: I design MIS reporting frameworks and KPI dashboards in Power BI and Advanced Excel that replace 3-hour weekly data-wrangling sessions with 10-minute reviews. I manage workforce utilization models that cut scheduling inefficiencies, conduct root cause analyses using 7 QC tools, and now integrate AI (ChatGPT + Microsoft Copilot) into reporting workflows — reducing report generation time significantly while keeping CRM data integrity at 100% on LionO360. I'm now actively exploring opportunities in ITES, KPO, BPO, CRM, ERP, and FSM operations where quality, MIS, and data-driven performance management intersect. If you're a recruiter hiring for QA, MIS Analyst, Operations Analyst, or Data Reporting roles — my inbox is open. DM me or reach me at rupesh88@gmail.com.

Location

New Delhi

Work experience

Senior Quality Analyst & Resource Performance Analyst at Upadpro Software & Services Pvt. Ltd., Oct 2018 - Present · 7 yrs 9 mos, Noida, Uttar Pradesh, India, Reduced quality audit turnaround time for 5+ US-based ITES clients by building standardised multi-channel audit frameworks across inbound, outbound, and live chat — resulting in measurable SLA compliance improvements and fewer client escalations per quarter. Eliminated hours of weekly manual data consolidation by designing interactive Power BI and Advanced Excel MIS dashboards for executive-level KPI reviews — enabling same-day operational decisions instead of next-day reporting cycles. Optimised workforce utilisation across teams by building WFM tracking models that monitored productivity metrics and flagged staffing gaps in real time — reducing scheduling bottlenecks and improving resource forecast accuracy. Pioneered AI-assisted reporting at the organisational level by integrating ChatGPT and Microsoft Copilot into daily MIS and RCA workflows — compressing multi-hour report generation cycles while maintaining 100% CRM data integrity on LionO360. Achieved Six Sigma Green Belt certification (AIGPE, Jul 2025) and applied DMAIC methodology to quality auditing processes — creating a repeatable framework that standardised scoring and improved cross-team calibration consistency.

Quality Analyst at HyperQuality, Inc.- An Avaya Company, Jun 2015 - Sep 2018 · 3 yrs 4 mos, Gurgaon, India, Quality Analyst Audited thousands of inbound and outbound customer interactions for high-volume US BPO processes by applying client-defined SLA and compliance frameworks — directly contributing to improved customer satisfaction scores and reduced compliance risk. Identified recurring call-driver patterns through structured root cause analysis — translating findings into targeted, evidence-based coaching plans that measurably improved frontline representative performance on quality metrics. Standardised quality scoring methodology across teams by facilitating regular client calibration sessions — reducing inter-rater variance and building a consistent quality benchmark that clients could trust across reporting cycles. Strengthened process quality by deploying 7 QC tools and Six Sigma methodologies across audit workflows — creating documented process improvement strategies that became the team's standard operating procedure.

Senior Customer Service Representative at IBM Daksh, Jun 2011 - Aug 2015 · 4 yrs 3 mos, Gurugram, Haryana, India, Senior Customer Service Representative — Amazon.com Managed complex customer escalations across voice, email, and chat for Amazon.com's international customers — consistently maintaining top-quartile CSAT scores while adhering to global compliance guidelines on high-volume queues. Acted as the primary escalation point for critical customer issues — resolving cases within defined SLAs and preventing client account churn by owning resolution end-to-end rather than routing upstream. Mentored and upskilled junior team members on effective customer handling techniques — contributing directly to measurable improvements in team-level quality metrics and reducing average handling time for complex cases.

Education

Bachelor of Arts, Tilka Manjhi Bhagalpur University (TMBU)

Bachelor's Degree, India™