Open to opportunities

Amit Kumar

@amitkumar67

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I lead global CX transformation, AI quality automation, and operational excellence across BPO delivery.

India

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What I'm looking for

I'm looking to lead enterprise CX, operations, quality, and AI-enabled transformation where I can improve customer outcomes, build scalable governance, develop high-performing teams, and deliver measurable value across global delivery environments.

I'm spearheading AI-powered quality automation, process intelligence, and BPO delivery transformation at IntellifyAI, managing a ~$1.5M client portfolio across India, APAC, UK, and EMEA. I architected CXI, a Customer Experience Intelligence platform connecting real-time support analytics, journey telemetry, and VOC signals to action.

Previously at iSON Xperiences, I led service delivery and governance for 5,000+ FTEs across South Africa and Botswana. I delivered a 20-point NPS uplift, Best-in-Class FCR of 88%, 30% cycle-time reduction through RPA, and USD 600,000 in annual cost savings.

Across 23+ years with 3i Infotech, Conneqt, Radical Minds, Vertex, Teleperformance, Aegis BPO, Kochar Tech, and Tata Business Support Services, I've built quality, training, governance, and process-excellence capabilities across BFSI, healthcare, telecom, travel, eCommerce, utilities, and media. I bring Six Sigma Black Belt, COPC, Lean, ISO, CX analytics, AI governance, and large-scale BPO transformation experience.

Experience

Work history, roles, and key accomplishments

Head – Quality & CX | Business Intelligence & Insights

iSON Xperiences

Jun 2022 - Apr 2026 (3 years 10 months)

Led end-to-end service delivery and governance across South Africa and Botswana, ensuring stable, compliant, and scalable BPO operations for 5000+ FTEs. Drove digital and automation-led transformation, reducing process cycle time by 30% and delivering USD 600,000 in annual cost savings, while achieving a 20-point NPS uplift and Best-in-Class FCR of 88%.

BPO Operations Service Delivery Governance Business Excellence Analytics NPS CSAT FCR SLA VOC分析 CX Analytics Quality monitoring Automation Compliance Regulatory

Associate Vice President – CX Transformation

3i Infotech Ltd

Oct 2021 - May 2022 (7 months)

Directed operations supporting BFSI & US healthcare programs, ensuring adherence to HIPAA, CMS, and client-specific compliance requirements. Designed and executed a data-driven quality assurance strategy, implemented advanced reporting dashboards, and digitised compliance tracking systems, reducing escalations by 25% and SLA breaches by 18%.

BFSI HIPAA CMS Quality Assurance Data Analytics Dashboarding Compliance SLA Management De escalation Vendor Management CX

General Manager – Central Operational Excellence

Conneqt Business Solutions Ltd

May 2021 - Oct 2021 (5 months)

Led end-to-end operational governance across large-scale customer support and back-office operations. Established and led the Quality & Training Centre of Excellence, designed quality SOPs and audit frameworks, and built a structured training ecosystem, reducing operational errors by 18-22% and new-hire ramp-up time by 25%.

Operational Governance Quality Management Training SOPs Audit CAPA CSAT FCR AHT Compliance Statistical Analysis

Senior Manager to General Manager – Quality & Training

Radical Minds Technologies & Vertex Customer Management

Nov 2015 - Sep 2020 (4 years 10 months)

Progressed from Senior Manager to General Manager overseeing Quality and Training functions across multi-client BPO delivery environments spanning Telecom, eCommerce, and BFSI verticals. Drove continuous improvement programmes using Six Sigma and Lean methodologies, delivering measurable improvements in CSAT, AHT, FCR, and compliance metrics.

Quality Management Training BPO Ecommerce BFSI Six Sigma Lean CSAT AHT FCR Compliance Continuous Improvement

Manager – Quality & Process Excellence

Teleperformance | Aegis BPO | Kochar Tech

Jul 2011 - Nov 2015 (4 years 4 months)

Managed quality assurance, process improvement, and training functions across contact centre operations in Travel, Telecom, and Technology domains. Implemented COPC-aligned QA frameworks and monitoring tools, improving auditor productivity and transaction quality scores.

Quality Assurance Process Improvement Training Contact Centres Travel Technology Monitoring Tools Productivity Auditor

Quality Analyst to Assistant Manager – Corporate Quality

Tata Business Support Services Ltd

Mar 2004 - Jul 2011 (7 years 4 months)

Progressed from Quality Analyst to Assistant Manager over 7 years, building foundational expertise in transactional quality, process auditing, and customer experience measurement. Contributed to ISO 9001 audit readiness and COPC-based process standardisation across key delivery programmes.

Transaction Quality Process Auditing Customer Experience ISO 9001