Abinash Chowdhury
Quality Analyst -SME
Hyderabad
Summary
- Targeting a challenging senior-level role as a Team Lead, Quality & Trainer with an organization with high repute.
- A goal-oriented professional with over 7 years of diverse experience in managing content moderation & ensuring quality standards, predominantly within the product-based sector.
- Worked as a Quality Analyst at ByteDance, supervised the analysis of uploaded content on platforms such as TikTok and Hello.
- Ensured operational excellence and provided constructive feedback to a team of 30+ inhouse moderators.
- Directed, administered and controlled the day to day operations and activities of facilities and programs in an assigned area.
- Impressive success in setting up & rolling out successful quality management in BPO/ ITES service environment, overachieving expectations, exceeding all set goals by enduring customer relationships and reducing cost
- Contributed immensely as a consultant by determining gaps & implementing new operations & process; built innovative and practical solutions to drive large organizational changes
- Defined requirements and support roadmap prioritization decisions for all matters regarding assessment and proficiency content
- Led processes and reporting with cross-functional partners for tracking and monitoring performance on content accuracy.
- Skills in social and content management, including use of content management systems and other technologies.
- Released quality reports and orchestrated calibration sessions to uphold top-notch quality benchmarks.
- Capable in enhancing policies and collaborating effectively with diverse teams to enhance quality standards and drive continuous improvements.
- Expert in utilizing advanced data analytic tools to identify trends and patterns, enhancing content moderation strategies and driving continuous improvement initiatives.
- Participates in the development of area strategic plans, goals, and objectives ensuring alignment with those of the region, division, and company.
Overview
7
7
years of professional experience
1
1
Certification
3
3
Languages
Work History
Quality Analyst -SME
Cognizant
11.2024 - Current
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
- Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
- Analyzed quality and performance data to support operational decision-making.
- Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
Quality Analyst (L2)
Teleperformance
06.2024 - 11.2024
- Quality Assurance: Directly responsible for ensuring adherence to quality standards for the YouTube TV project
- Team Leadership: Managed a team of 50 agents, providing individual guidance and support
- Operational Support: Assisted over 500 agents in understanding and meeting quality expectations
- Root Cause Analysis (RCA): Investigated quality issues and identified underlying causes
- Quality Audits: Conducted regular audits to assess agent performance and process compliance
- Report Generation: Prepared comprehensive quality and RCA reports for analysis and improvement
- NFL Season Support: Actively contributed to the successful execution of the YouTube TV project during the NFL season
- Tool Utilization: Worked with TNI and BQM tools for quality monitoring and analysis
- Calibration Participation: Engaged in global and internal calibrations to ensure consistent quality standards
- Audit Execution: Conducted audits to identify high-quality transactional calls, emails, and chats
- Knowledge Sharing: Shared best practices with training and operations teams for reference and improvement
- Cross-Functional Collaboration: Participated in brainstorming sessions to identify and implement process enhancements
- CSAT Goal Achievement: Contributed to maintaining a CSAT score of 85% for the YouTube TV project
Quality Analyst - Trust & Safety
Bytedance
03.2022 - 03.2024
- Managed in-house moderator team of 30 to work on their Accuracy and ARR
- Published timely quality reports & organized calibration sessions for operational efficiency
- Managed driving organizational change to improve project management & content workflows
- Supervised vendor calibrations to streamline content audit processes
- Conducted policy reviews and escalated necessary changes to the central policy team
- Aligned Content development strategy to Growth product development strategy
- Defined and executed the content/creator strategies
- Achieved the day-to-day functions of the Content Operations Team
Content Moderator
Genpact India Pvt. Ltd.
11.2018 - 03.2022
- Conducted content moderation for Facebook, auditing messenger chats, live videos, and posts
- Ensured compliance with client policies and maintained high-quality content standards
- Successfully managed content queues and maintained high accuracy levels
- Recognized for consistently exceeding quality targets, receiving the 'Top Performer' award for three consecutive quarters
Senior Process Associate
Inqube Innoventures Pvt. Ltd.
04.2018 - 10.2018
- Provided internal help desk support for a prominent firm, resolved technical queries and issues
- Worked for internal help desk in Risk management in PWC
Customer Service Associate
Intelenet Global Services Pvt. Ltd.
04.2017 - 04.2018
- Resolved customer queries & issues related to orders, ensured high customer satisfaction
- Worked as an escalation point for complex customer concerns
Associate
Wipro
03.2015 - 10.2015
- Troubleshot & resolved customer issues regarding HP notebooks, ensured prompt resolution
- Conducted product demonstrations and training sessions for customers and internal teams
- Monitored customer feedback and implemented product improvement initiatives
Education
B.Tech/B.E. - Electrical
Nagpur University
NagpurSkills
Vendor Performance Evaluation
Quality Assurance Strategies
Team Leadership Skills
Compliance Management
Risk Mitigation
Process Optimization
Requirement Gathering & Analysis
Research & Fact-checking
Content Conceptualization & Ideation
Content Management Systems
Content Quality Management
Google sheets
Microsoft Word
Microsoft Excel
Microsoft PowerPoint
Task Prioritization
Time Efficiency
Leadership
Articulate Communicator
Solutions Facilitator
Certification
T & S Google Sheet Champion, OPS Data Academy
Personal Information
Date of Birth: 08/28/90
Timeline
Quality Analyst -SME
Cognizant
11.2024 - Current
Quality Analyst (L2)
Teleperformance
06.2024 - 11.2024
Quality Analyst - Trust & Safety
Bytedance
03.2022 - 03.2024
Content Moderator
Genpact India Pvt. Ltd.
11.2018 - 03.2022
Senior Process Associate
Inqube Innoventures Pvt. Ltd.
04.2018 - 10.2018
Customer Service Associate
Intelenet Global Services Pvt. Ltd.
04.2017 - 04.2018
Associate
Wipro
03.2015 - 10.2015
B.Tech/B.E. - Electrical
Nagpur University