Work Preference
Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Timeline
Generic
Pankaj Kulkarni
Open To Work
Verified
This profile is verified using an email address.

Pankaj Kulkarni

Pune

Work Preference

Job Search Status

Open to work
Desired start date: Immediately

Desired Job Title

Quality Assurance Analyst

Work Type

Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal Work

Location Preference

On-SiteRemoteHybrid
Location: Pune, MH
Open to relocation: Yes

Important To Me

Career advancementWork-life balancePersonal development programsWork from home option

Summary

Dynamic training professional with extensive experience at EXL Service, specializing in utility processes and employee development. Proven track record in enhancing performance through effective training and quality assurance. Skilled in data analysis and communication, I excel at fostering team growth and ensuring compliance with operational standards.

Overview

19
19
years of professional experience

Work History

Trainer – British Gas Process

EXL Service
Pune
02.2021 - Current
  • Delivered training sessions for new hires on UK utility (British Gas) processes, including billing, account handling, and customer lifecycle.
  • Conducted process training and product knowledge sessions, enhancing system navigation for back-office operations.
  • Monitored trainee performance through assessments, mock calls, and quality checks to ensure readiness for production.
  • Provided floor support and continuous learning sessions, fostering team development and skill enhancement.
  • Maintained training reports, attendance, and performance trackers.
  • Ensured adherence to UK compliance standards, SLA, and TAT.
  • Collaborated with quality and operations teams to identify training gaps, streamlining training processes for greater efficiency.
  • Conducted refresher training sessions and unskilled existing employees.

Quality Checker – British Gas Process

WNS Global
Pune
09.2007 - 02.2021
  • Conducted quality checks on back-office transactions, ensuring compliance with British Gas standards to uphold service integrity.
  • Audited billing processes, account updates, and data entries for accuracy and quality.
  • Compiled and analyzed quality reports, scorecards, and performance metrics to track adherence to operational standards.
  • Ensured adherence to SLA, TAT, and compliance guidelines.
  • Provided feedback to agents/trainers to improve performance and reduce errors.

Education

M.Sc. - Computer Science

SRTMU
Nanded
03-2002

Bachelor’s Degree - Computer Science

SRTMU
Jintur
03-2000

Skills

  • Staff training
  • Process induction
  • Quality compliance
  • Utility process knowledge
  • Billing operations
  • Performance evaluation
  • Data reporting
  • MS Excel
  • MS Word
  • PowerPoint
  • Analytical problem-solving
  • Time management
  • Group Leadership
  • Communication and presentation

Additional Information

Flexible to work in rotational shifts, Strong understanding of UK processes and compliance, Quick learner with a positive attitude

Languages

  • Marathi
  • English
  • Hindi

Timeline

Trainer – British Gas Process

EXL Service
02.2021 - Current

Quality Checker – British Gas Process

WNS Global
09.2007 - 02.2021

M.Sc. - Computer Science

SRTMU

Bachelor’s Degree - Computer Science

SRTMU

Similar Profiles

CREATE PROFILE
Pankaj Kulkarni