Text to speech
Amit Kumar Sarkar
Quality Assurance
Kolkata
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
7
7
years of professional experience
5
5
Certifications
Work History
Assistant Manager Quality
Fusion BPO Services Pvt Ltd
4 2022 - Current
- Managing 4 sites ESAL, Jamaica, Mexico and Columbia with 2 QTLs and managing campaigns to achieve KPI and check compliances.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various projects & tasks.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
Quality Team Leader
Fusion BPO Services Pvt Ltd
04.2021 - 04.2022
- Managing three sites ESAL, Jamaica and Columbia with 2 QTLs and managing campaigns to achieve KPI and check compliances.
Sr. Quality Analyst
Fusion BPO Services Pvt Ltd
06.2019 - 03.2021
- Working in inbound international sales campaign
- Where responsible for auditing sales call and publish the CQ score
- Also achieve the given conversion, cancellation and URN target
- Also publishing of BQM list and hand in hand participation with training team for improvement of the agents.
- Streamlined quality assurance processes through the development of comprehensive test plans and checklists.
- Collaborated with Product Development teams to establish performance baselines for new products, setting high standards that guided ongoing QA efforts from inception through release.
- Enhanced customer satisfaction by conducting root cause analyses and implementing corrective actions for reported issues.
- Leveraged strong analytical skills in monitoring performance statistics against established benchmarks, identifying opportunities for targeted improvements in specific areas.
- Reduced production errors by training team members on best practices in quality control and continuous improvement techniques.
Zonal Manager – Projects (DDUGKY)
Orion Edutech Pvt Ltd Kolkata
04.2017 - 05.2018
- Working on the project DDUGKY, currently working as Zonal manager and handling responsibilities for Karnataka and Andhra Pradesh
- Handling Ministry audits, Overall quality checks according to the parameters, Liasoning with Ministry regarding payment and all Government deliverables
- Keeping the bifurcations as targets and generating positive result
- Updating the project progress to ministry bodies as well as SRLM
- Total OPS control regarding centre capacity utilization and competitive use of resources
- Also in need handling portals like MPR and MRIGS.
Assistant Quality Manager
Orion Edutech Pvt Ltd Kolkata
04.2017 - 06.2018
- Working on the project DDUGKY, key responsibility was smooth functioning of the centres of the given state
- Observe and rectify compliances as per Government Standard Operation Procedure
- Other responsibilities includes periodically departmental audits of the centres, Handling Ministry audits, Overall quality checks according to the parameters.
Education
Higher Secondary -
Central Model, CBSE
Secondary - undefined
Vivekananda Academy, CBSE
Skills
Artificial Intelligence Integration
Automation RPA experience
While working in Fusion I have worked in 3 automation projects. The projects were for 3 different sector which was Healthcare, Insurances and service industry. Responsible to build the RPA infrastructure, discovering key words to modify tags, speech to text analyze, define output and efficacy. Currently assisting on growing company own concept of Artificial Intelligence.
Details
Father : Arun Kr Sarkar, DOB : 03/08/1989, Married, Male, Indian, Bengali, English, Hindi, Bengali
Personal Information
Date of Birth: 03/08/89
Software
Copilot
Languages
English
Advanced (C1)
Hindi
Intermediate (B1)
Bengali
Advanced (C1)
Certification
Six Sigma Yellow belt
Watching Tech videos, Cooking, Gadgets
I love to cook in my spare time, specially weekends as it refreshes my mind. I also love to watch new tech videos about gadget, software or technologies. It helps me to know about latest updates and benefits. I am fond of latest gadgets like smartwatch, mobiles, computers etc.
Accomplishments
- Design the workframe of RPA
- Detect trigger words & syntax
- Check accuracy
- Publish achievement metrics
Successfully completed three RPA projects during my tenure. 2 for healthcare campaign and 1 for utility campaign.
Where my responsibility was to:
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Work Preference
Work Type
Full TimeWork Location
RemoteImportant To Me
Personal development programsCareer advancementWork from home optionWatching tech reviews, cooking and buying gadgets
I love to watch review videos on Youtube and gain knowledge from there. I love to keep my self up to date with the new technologies and gadgets and thatswhy I also buy a lot of gadgets. I also love to cook its a must weekend activity which I feel helps me to connect with my family and also calms my mind.
Timeline
Quality Team Leader
Fusion BPO Services Pvt Ltd
04.2021 - 04.2022
Sr. Quality Analyst
Fusion BPO Services Pvt Ltd
06.2019 - 03.2021
Zonal Manager – Projects (DDUGKY)
Orion Edutech Pvt Ltd Kolkata
04.2017 - 05.2018
Assistant Quality Manager
Orion Edutech Pvt Ltd Kolkata
04.2017 - 06.2018
Assistant Manager Quality
Fusion BPO Services Pvt Ltd
4 2022 - Current
Higher Secondary -
Central Model, CBSE
Secondary - undefined
Vivekananda Academy, CBSE
Six Sigma Yellow belt
Microsoft Copilot
AI Integration
Client Relationship
Performance Management
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