Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Timeline
Generic
Abinash Chowdhury

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
Nagpur

Skills

Vendor Performance Evaluation

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

Similar Profiles

CREATE PROFILE
Abinash ChowdhuryQuality Analyst -SME