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Ankit Kumar Ranjan

@ankitkumarranjan

Message

Operations Team Leader driving retention, QA excellence, and process migrations across CX operations.

India

Message

What I'm looking for

I’m seeking a managerial role where I can leverage retention expertise, data-driven performance coaching, and large-scale process migrations—partnering through WBR/MBR—to deliver consistent QA, USAT, and customer experience outcomes.

I’m an Operations Team Leader with 6.5 years of experience across Fintech, E-commerce, and Hospitality, focused on measurable performance and coachable teams. I’ve built results around quality and customer outcomes—maintaining a 93.57% QA average and hitting 100% USAT targets for five consecutive months.

I’m also known as a performance catalyst and retention specialist. I’ve achieved a 0% attrition rate using the Frontline First engagement model and successfully transitioned 7 SMEs through the TLPC program while managing diverse teams of up to 25 members.

In my current role at TaskUs India, I’m spearheading change through migration from Maestro to Rippit to strengthen USAT/QA feedback loops and real-time reporting, while serving as an intermediary for WBR/MBR with ground-level action items. I bring strong domain expertise in Fraud Prevention, AML Transaction Monitoring, and customer experience, and I’ve previously led Kolkata-to-Durgapur migrations and SOP restructuring during critical turnarounds.

Experience

Work history, roles, and key accomplishments

Current

Team Lead: Operations

Current

TaskUs India Pvt. Ltd.

Apr 2025 - Present (1 year 4 months)

Delivered consistent USAT performance (69% vs 55% target) and maintained a 93.57% QA average with zero auto-fails over the last 90 days. Led retention and change initiatives including Maestro to Rippit migration and weekly/monthly business review support.

Retention Management Frontline First Engagement Model Change Management Process Migration Maestro To Rippit Migration WBR MBR Support

Team Leader: Operations

Hexaware Technologies

Feb 2024 - Dec 2024 (10 months)

Managed end-to-end operations for telecom and broadband tech support, overseeing high-volume customer escalations and team output during market fluctuations.

Telecom Support Customer Escalation Operations Management

Team Leader: Operations

Reliance Industries Ltd. (RIL)

Feb 2023 - Nov 2023 (9 months)

Directed a high-performance team for telecom/FMCG support while ensuring adherence to consequence management and hygiene guidelines.

Operations Leadership Telecom Support

Team Leader: Operations

Startek Inc.

Aug 2022 - Nov 2022 (3 months)

Led a specialized pilot batch through the nesting phase, ensuring 100% throughput and process knowledge adherence before account ramp-down. Managed real-time floor operations and shrinkage control to maintain SLAs.

Pilot Batch Leadership Nesting Phase Process Knowledge Adherence Throughput Management Floor Management SLA Management

Team Leader: Operations

Globiva Services Pvt. Ltd.

Dec 2021 - Jul 2022 (7 months)

Provided floor support and real-time query resolution for frontline agents, contributing to a 15% improvement in First Call Resolution (FCR). Ran refresher training sessions on updated product modules to support lower-performing team members.

First Call Resolution (FCR)Refresher Training