Abhirup Chatterjee

Progressed from Customer Support Agent to Quality Analyst (QA) and subsequently promoted to Quality Team Lead, overseeing end-to-end quality operations across APAC, EMEA, and AMS lines of business.

Key Responsibilities:

• Lead a team of 10–12 Quality Analysts, providing guidance, performance coaching, and skill development.
• Oversee and validate QA Root Cause Analyses (RCA) prior to client submission, ensuring accuracy and actionable insights.
• Prepare and manage quality reports, including Excel dashboards, PowerPoint decks, WBR/MBR presentations, and client-specific scorecards.
• Conduct WBR & MBR narrations and presentations for internal leadership and clients.
• Develop and implement sampling plans, workload allocation plans, and QA scorecards aligned with project needs.
• Manage client deliverables, including reports, RCA documentation, and ad-hoc tasks.
• Ensure adherence to market-level qualitative SLA/OLA and drive improvements in quality metrics.
• Maintain strong stakeholder management, including daily client interactions, escalations, and issue resolution.
• Drive QA development processes, ensuring continuous improvement and standardization.
• Manage DQM & WQM processes end-to-end.
• Provide training and mentoring for new joiners, creating onboarding and upskilling plans.
• Prepare and track glide paths to monitor performance improvements and action plans.