Avishek Dey
Bangalore
Summary
Ambitious Quality Analyst with track record of dependability and leadership. Knowledgeable in QA methodology with proven history of reducing errors to increase quality. Proficient in preparing RCA, Hygiene dashboard, transactional dashboard, WBR among others. Dedicated to analyzing and resolving defects. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
4
4
years of professional experience
7
7
years of post-secondary education
Work History
Alchemy Adhoc Quality Team Lead
Tech Mahindra BPS
Bangalore
01.2023 - Current
- Reassessed quality control measures at systemic level to proactively identify non-conformances.
- Adapted procedures to mitigate issues and improve deficiencies.
- Supported quality control assessments on the production floor.
- Documented non-compliances and reported to appropriate team leaders for review and assessment.
- Preparation of WBR documents for client reviews.
- Conducting monthly System compliance audits.
- Weekly Roster preparation for the quality team.
- I'm also assigned with the task of publishing Fraud prevention report for the entire site consisting of 400 advisors.
Sr. Quality Analyst
Tech Mahindra BPS
Bangalore
04.2021 - Current
- Monitor, evaluate, and audit a sample of inbound and outbound calls, as well as other contact methods such as chat and email.
- Report evaluation results to relevant business stakeholders, including Quality Leadership, Operations, Clients, Account Management, and Resource Unit partners.
- Participate in calibration and call listening sessions with Quality Leadership, staff,
Operations, Program Management, and clients to ensure consistent scoring and best practice implementation.
- Engage in internal quality audits, such as periodic assessments of existing processes to enhance process control and efficiency, aiming to improve overall contact quality and recommend process changes.
- Maintain a strong program knowledge base, including a basic understanding of client products, services, and program strategies.
- Participate in quality task force initiatives with business stakeholders, including Quality Leadership, Operations, Clients, Account Management, and Resource Unit partners.
- Meet departmental productivity requirements, such as the number of calls monitored per month and the number of emails evaluated.
- Provide support for management in reviewing key drivers, metrics, and operational processes, including training, that contribute to achieving Balanced Scorecards and profitability goals
Customer Service Executive
Tech Mahindra BPS
Bhubaneswar
12.2019 - Current
- Started the journey with transition for America's largest ECommerce Partner as
customer obsessed champ contributing to best RAP and CCxU scores for the team
- Process improvement ideas shared to streamline the gaps and bridge for forth coming batches and reduce learning curve for nesting associates
- Demonstrated leadership through team work and performance improvement for new hires
Education
B.tech - Electronics And Telecommunication Engineering
Orissa Engineering College
Bhubaneswar 05.2015 - 05.2019
10+2 - PCM
St.Joseph Convent High School
Mosabani Jharkhand 04.2013 - 03.2015
10th - ICSE
St.Joseph Convent High School
Mosabani Jharkhand 04.2012 - 03.2013
Skills
Quality Improvement
undefinedAccomplishments
- Supervised a team of 8 staff members.
- Won BRAVO award for quality of the quarter consecutively for the past 5 quarters.
Timeline
Alchemy Adhoc Quality Team Lead
Tech Mahindra BPS
01.2023 - Current
Sr. Quality Analyst
Tech Mahindra BPS
04.2021 - Current
Customer Service Executive
Tech Mahindra BPS
12.2019 - Current
B.tech - Electronics And Telecommunication Engineering
Orissa Engineering College
05.2015 - 05.2019
10+2 - PCM
St.Joseph Convent High School
04.2013 - 03.2015
10th - ICSE
St.Joseph Convent High School
04.2012 - 03.2013
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