Summary
Overview
Work History
Education
Skills
Accomplishments
Websites
Certification
Interests
Timeline
Generic
Abhik Bagchi

Abhik Bagchi

Senior Quality Analyst
Halisahar

Summary

Possess natural flair for developing strategies to enhance clients/ customer relations, quality process, process management, audit compliance, call barging, call monitoring and AHT Handling; excellence in overall quality management encompassing testing, usage of tools like Lead Square & Meritto, making reports and presentations while implementing quality mechanisms to deliver the desired output.

Overview

5
5
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
3
3
Languages

Work History

Senior Quality Analyst

PhysicsWallah Private Limited
03.2024 - Current
  • Promoted to Senior Associate Last year, last year served multiple verticals for QA audits such as UPSC vertical, UG and PG vertical - serving courses like MBA/IPMAT & CUET etc.
  • Apart from that also served with QA Audits at Financial services vertical for courses like CA/ACCA/ Financial modeling etc.
  • Basic part of my daily KRA was to audit 50 calls with an AHT of 5.5 hours and accordingly provide Feedback, Mock & Call Calibration session weekly.

Associate- Quality Analyst

PhysicsWallah Private Limited
03.2023 - 03.2024
  • My primary role includes assessing certain areas for compliance with relevant quality laws and evaluating how effective this department has been at implementing its controls into practices, by conducting quality feedback & mock sessions.

Senior Consultant - Customer Support

Intouch CX
11.2022 - 03.2023
  • My primary responsibility was providing email support to international customers. At IntouchCX, I supported Niantic Labs and their products focused on Augmented Reality (AR) technology, with a primary emphasis on assisting users based in the United States and Europe.

Quality Associate - Central Audit Team

BYJUS - Think & Learn Private Limited
02.2022 - 11.2022
  • My primary role includes 60 sales call audits as basic KRA including timely Feedback sessions, Call Calibrations & Mock practice sessions etc.

Collection Junior Specialist

Lexin India Technology Private Limited
03.2020 - 12.2021
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Counseled debtors on payment options and arranged installment agreements.
  • Handled 200 outbound and inbound calls daily with goal of collecting owed debt

Education

B.Tech - Electronics & Communication Engineering

Ideal Institute Of Engineering
Kalyani, West Bengal
07.2012 - 07.2016

Skills

  • Analytical Reasoning

  • Critical Thinking

    • Call Monitoring

  • Call Quality analyst

  • Google Sheets

  • Tableau

  • Root Cause Analysis

    • Customer Service (International & US based)

    Lead Square

    Meritto

Accomplishments

  • Achieved "Pat on Back" from my manager by introducing LeadSquared for Follow-Up Journey audits and now this has became a new vertical named as "Checkers-Makers" .

Certification

DRA certified from Indian Institute of Banking & Finance, Mumbai

Interests

Learning new IT Skills
Tour & Travelling
Novel Reading
Gardening

Timeline

Senior Quality Analyst

PhysicsWallah Private Limited
03.2024 - Current

Associate- Quality Analyst

PhysicsWallah Private Limited
03.2023 - 03.2024

Senior Consultant - Customer Support

Intouch CX
11.2022 - 03.2023

Quality Associate - Central Audit Team

BYJUS - Think & Learn Private Limited
02.2022 - 11.2022

Collection Junior Specialist

Lexin India Technology Private Limited
03.2020 - 12.2021

B.Tech - Electronics & Communication Engineering

Ideal Institute Of Engineering
07.2012 - 07.2016

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Abhik BagchiSenior Quality Analyst