Abhijeet Dass
Mumbai
Summary
Dynamic quality assurance leader with proven expertise at TCS, enhancing service delivery through effective coaching and strategic process improvements. Adept in Microsoft Office and renowned for exceptional communication skills, I consistently drive team productivity and elevate customer satisfaction. Recognized for identifying key improvement opportunities that boost operational efficiency.
Overview
17
17
years of professional experience
Work History
Team Lead -Quality Assurance
TCS
Mumbai
11.2011 - Current
- The key role of my job quality assurance is ensuring that the agents provide quality service in line with the organizational objectives
- Designed and prepared technical reports, arbitration reports, defect logs related documentation
- Thorough feedback's are given on email and verbal along with points of improvement as a part of Layer 2 Call calibration checks
- We use share point - QA software to evaluate these conversations against quality criteria and regulatory monitoring
- Conduct coaching sessions with associates and provide feedback addressing client service performance, product knowledge and daily productivity
- SLA Tracking and Reporting and analysis of service delivery performance metrics
- Identify opportunities to improve the work processes and environment and work towards implement of any new changes
- Identify process issues that are obstacles and work towards solutions
- Quality calibration with team members and other support staff and team leads
- Trained, coached and mentored consultants to increase team productivity
- Use existing procedures to perform daily hands-on calibration work, ensuring calibrations are performed as scheduled and as defined by Client
- Support teams in continuous delivery of quality and productivity
- Improve QA's productivity and efficiency through system training and support
- Track QA's progress to identify improvement opportunities
- Making excel reports and slides for the Monthly Business Review
- Developed and maintained quality assurance processes that improved product quality and customer satisfaction
- Weekly call with Client to discuss QC completion and Call completion
DME- Debt Management Executive
HSBC
Mumbai
06.2008 - 10.2011
- Excellent communication skills, both verbal and written
- Demonstrated respect, friendliness and willingness to help wherever needed
- Worked well in a team setting, providing support and guidance
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Resolved problems, improved operations and provided exceptional service
- Adaptable and proficient in learning new concepts quickly and efficiently
- Assisted with day-to-day operations, working efficiently and productively with all team members
- Organized and detail-oriented with a strong work ethic
- Collecting credit card dues and solving customer complaints and queries
Education
PGDFM - First Class
Welingkar Institute of Management Development And Research
Mumbai01.2014
Bcom - First Class
Elphinstone College
Mumbai04.2008
Skills
- Leadership and quality assurance
- Communication skills
- Time management
- Pressure resilience
- Microsoft Office proficiency
- Creative problem solving
Websites
Hobbies and Interests
- Listening Music
- Playing Cricket
Timeline
Team Lead -Quality Assurance
TCS
11.2011 - Current
DME- Debt Management Executive
HSBC
06.2008 - 10.2011
PGDFM - First Class
Welingkar Institute of Management Development And Research
Bcom - First Class
Elphinstone College
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