Summary
Overview
Work History
Education
Skills
Certification
Interests
Languages
Websites
Timeline
Generic

Avishek Chakraborty

Bangalore

Summary

Dynamic quality assurance professional with a proven track record, excelling in process improvement and employee training. Skilled in statistical analysis and complex problem solving, enhancing operational efficiency and customer experience satisfaction through effective team collaboration and innovative solutions. Passionate about driving quality and fostering a positive work environment.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Senior Assistant Manager- Quality

NoBroker Technologies Pvt LTD
Bangalore
01.2017 - Current
  • Oversaw real-time customer escalations across internal and social media channels.
  • Delivered resolutions to customer issues through thorough analysis of case studies.
  • Implemented process guidelines and improvement initiatives following management approval.
  • Conducted interviews as subject matter expert for assessing candidates.
  • Generated monthly reports detailing recurring errors along with executive performance metrics.
  • Led daily meetings to evaluate team progress and share strategies for improvement.
  • Executed audits ensuring 100% accuracy in published analyses.
  • Guided team members on functional updates and process optimization.
  • Worked on cost and budget optimization analysis.
  • Working on AI Automation: Checklist and Root Cause Analysis. (Convozen AI)

Senior Executive Quality Assurance‑ Process Analyst, Verification Associate, SME & Acting Quality Analyst

First Advantage Global Operating Centre Pvt LTD
Bangalore
08.2014 - 01.2017
  • Conducted process analysis to identify steps in various functions.
  • Established compliance guidelines for updates and process changes.
  • Developed process maps using flowcharts in MS Visio for individual functions.
  • Performed quality assurance audits, ensuring accuracy of transactions and reporting to clients.
  • Set timelines for QA activities, justifying pace of monitoring and daily operations.
  • Created detailed process documents to aid understanding of functional activities.
  • Executed third-party verifications for candidates, including employment and education checks.
  • Managed escalations, expediting resolution of client issues within specified timeframes.

Sr. Customer Service Executive/Quality Analyst

Aegis Global Pvt LTD
Bangalore
08.2011 - 08.2014
  • Provided professional responses to inquiries regarding customer subscriptions.
  • Maintained detailed records of customer interactions, transactions, and issues for swift resolution.
  • Contributed to process improvement initiatives to sustain high CSAT while meeting AHT targets.
  • Conducted call monitoring and calibration sessions with clients and process owners.
  • Delivered feedback to executives on improvement areas and prepared analytical reports.
  • Issued critical error alerts to preempt client escalations.
  • Performed training needs analysis and developed training plans in collaboration with process leadership.
  • Enhanced performance through critical error analysis and weekly knowledge assessments.

Education

Bachelor of Technology - Electronics And Communication Engineering

Singhania University
Bangalore
06-2024

Skills

  • Quality assurance processes
  • Operational monitoring
  • Employee training
  • Performance evaluation
  • Complex problem solving
  • Process documentation
  • Team collaboration
  • Problem resolution
  • Budget management
  • Analytical thinking
  • Time management
  • Statistical analysis
  • Critical thinking
  • Interpersonal communication
  • Microsoft Office and Google Workspace

Certification

1. COPC, Six Sigma, Jul 2013 - Aug 2013

2. Black Belt, Data Analytics- In Progress

Interests

  • Travelling
  • Bike rides
  • Photography
  • Exploring mythological videos- YT

Languages

English
First Language
Hindi
Proficient
C2
Bengali
Proficient
C2

Websites

Timeline

Senior Assistant Manager- Quality

NoBroker Technologies Pvt LTD
01.2017 - Current

Senior Executive Quality Assurance‑ Process Analyst, Verification Associate, SME & Acting Quality Analyst

First Advantage Global Operating Centre Pvt LTD
08.2014 - 01.2017

Sr. Customer Service Executive/Quality Analyst

Aegis Global Pvt LTD
08.2011 - 08.2014

Bachelor of Technology - Electronics And Communication Engineering

Singhania University

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Avishek Chakraborty