Afsana Khatun
Trainer & Quality Analyst
Kolkata
Summary
Skilled in conducting audits, implementing quality management systems, and facilitating training programs. Adept at identifying process gaps and recommending solutions to improve quality and productivity.
Overview
3
3
years of professional experience
Work History
Quality Analyst
Teleperformance Private Limited (Axis Bank)
Kolkata
02.2023 - Current
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Ensured compliance with regulatory requirements by meticulously reviewing documentation and maintaining accurate records.
- Supported successful launch of new products by contributing expertise in training and quality specifications during development phase.
- Administered internal quality audits and assessed results to inform corrective action measures
Team Lead - Training and Quality
Armsoftech Private Limited (ICICI Bank)
Kolkata
07.2022 - 02.2023
- Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
Associate Quality Analyst (Internal Transfer)
Cuemath Private Limited
Kolkata
08.2021 - 03.2022
- Increasing overall performance of sales team by giving sales trainees right tools, skills, and knowledge that is required need to be successful identifying issues with training materials and implementing improvements as needed, handling bifurcated departments of sales and ensuring targets to be achieved
- Analyzed quality and performance data to support operational decision-making.
Process Trainer
Fusion BPO Services
Kolkata
10.2020 - 07.2021
- Trained new customer service employees and supported experienced employees to improve their performance
- Increased employee engagement in training sessions through use of interactive activities and group discussions.
- Identified skill gaps within workforce and developed targeted training programs to address these challenges.
- Conducted thorough assessments of trainee progress, ensuring timely feedback for performance improvement.
Education
Montessori English High School
ShillongHSSLC -
St Margaret Girls Higher Secondary School
Bachelor of Arts - Economics
St. Mary's College
04.2001 -
Skills
Presentation and Proposal
Can effectively meet deadlines and achieve targets
Adaptable to the new responsibilities
Flexible and adjustable to work environments, client handling
Activities
Interacting with people, Communication, Leadership
Timeline
Quality Analyst
Teleperformance Private Limited (Axis Bank)
02.2023 - Current
Team Lead - Training and Quality
Armsoftech Private Limited (ICICI Bank)
07.2022 - 02.2023
Associate Quality Analyst (Internal Transfer)
Cuemath Private Limited
08.2021 - 03.2022
Process Trainer
Fusion BPO Services
10.2020 - 07.2021
Bachelor of Arts - Economics
St. Mary's College
04.2001 -
Montessori English High School
HSSLC -
St Margaret Girls Higher Secondary School