Banashree Dasgupta
Kolkata
Summary
Dynamic Quality Analyst with a proven track record at Tata Consultancy Services, excelling in quality management and internal auditing. Adept at error identification and customer service, I have successfully enhanced team performance through effective training coordination and data analysis, achieving significant improvements in quality metrics.
Overview
18
18
years of professional experience
Work History
Quality Analyst
Tata consultancy Services
04.2019 - Current
- Senior process enabler: Joined as a senior process enabler, working for utility domain Proficient in PO and Non-PO invoice processing as a primary activity.
- Skilled in quality management through internal audits to maintain team's quality parameters as per client KPI and coordination with other internal stakeholders.
- Proficient in handling customer queries, including purchase order (PO) and contract details, financial statements (payment receivable, current balance, debt balance, credit balance, direct debit entries), and identification of invoicing errors, refund issues, open credits, unsettled balances, and rebilling.
- Experienced in addressing discrepancies in meter readings, utility consumptions, and payment handling.
- Responsible for the email queries, request and the complaints Coordination with the other teams (sales, onshore team).
- Effectively handled customer escalations and high-level complaints, providing appropriate solutions within specified turnaround times (TAT).
- Skilled in amending account details, including address and contact details.
- Provided training to the new joiners.
- Reporting.
- Played a role as a support in the team.
- Reviewing and proofreading the business email as per the business standards.
- Quality Analyst: promoted as a quality analyst by IJP on 2023 till date for both customer service and customer success team.
- Sending consolidated audit reports, preparing IQMS documents which include RCA, stratification, control chart, feedback mechanism.
- Providing every day feedbacks to the advisers for error markdown.
- Arranging refresher training for coaching zone associates, helping them to find out the reason for error markdown so that they can achieve the 100% score.
- Implemented corrective actions when necessary to improve overall product quality.
- Analyzed customer complaints regarding product issues and provided solutions as needed.
- Collaborated with cross-functional teams to develop and implement process improvements.
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Trained personnel on proper use of tools, equipment, materials, and software used for quality assurance purposes.
- Maintained records of inspection results, test data, and other relevant information.
- Maintained quality assurance procedure documentation.
Senior Practitioner
Concentric
Kolkata
08.2015 - 03.2019
- Providing customer service to the USA Uber Partner through email and chat process.
- Trouble shooting their app issue, adjust the actual estimated fare to the partner’s account according to their pick up and drop off location, toll fare adjustment.
- Error handling during the payment window of the partners.
- Taking care of any kind of accident or misbehavior of the rider or partner, any kind of lost item etc….
Customer Executive
On Process Technology Pvt. India Limited
Salt lake sector-V
04.2014 - 11.2014
- My responsibility was to carry out various steps for the smooth functioning of the entire process.
- So as to ensure the growth of the organization.
- To ensure this my job profile used to include:-
- Working on MS-Excel.
- Working for the area Machigan, Pittsburg, and lanchester .(USA).
- Pull out the data from the software WFX.
- Check the readings of the modem and X1 boxes from the software Grandslam\Xfinity\Einstein.
- Sending mail to the offshore market.
- Arranging calls for the customers, to resolve the issue at least possible time.
- Good command on MS-Excel.
- Prepare Daily Basis report and publish them to the offshore market.
- Give regular download to New Team Members.
- Tracker for open item to make sure that they are resolved as per corporate criteria deadline.
Assistant Teacher
St. Xavier’s high School
Bankura
07.2007 - 09.2012
Education
M.sc -
vidyasagar university
Midnapur, WB01.2014
Diploma In Computer Application -
01.2007
B.Sc -
Burdwan University
West Bengal01.2006
12th (Intermediate) -
CBSE Board
01.2003
10th (Matriculation) -
CBSE Board
01.2000
Skills
- Quality management
- Internal auditing
- Data analysis
- Error identification
- Customer service
- Training coordination
Hobbies and Interests
- Drawing
- Cooking
- Making new friends
Languages
- English
- Hindi
- Bengali
Personal Information
- Father's name: Amal Kumar Dasgupta
- Date of birth: 12/10/85
- Gender: Female
- Nationality: Indian
- Marital status: married
- Religion: Hindu
Timeline
Quality Analyst
Tata consultancy Services
04.2019 - Current
Senior Practitioner
Concentric
08.2015 - 03.2019
Customer Executive
On Process Technology Pvt. India Limited
04.2014 - 11.2014
Assistant Teacher
St. Xavier’s high School
07.2007 - 09.2012
M.sc -
vidyasagar university
Diploma In Computer Application -
B.Sc -
Burdwan University
12th (Intermediate) -
CBSE Board
10th (Matriculation) -
CBSE Board
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