Minitab
Binoy Kumar Roy
Deputy Manager - Training & Quality
Kolkata
Summary
Detail-oriented Quality Control Analyst well-versed in qualitative and quantitative analysis techniques. Demonstrated knowledge of scientific principles and Analysis. Strong background in collecting and analyzing quality measures and making recommendations for process and quality improvements.
Overview
16
16
years of professional experience
1
1
Language
Work History
Deputy Manager - Training & Quality
VGM Consultants Pvt. Ltd.
03.2023 - Current
- Develop and implement training programs for team of 20 mid level managers that incorporate Six Sigma methodologies to enhance team performance of 1000 FTEs with knowledge.
- Lead and manage Six Sigma projects to improve process efficiency by 14% and quality for 5% in NBFC collection department.
- Collaborate with senior management to identify areas for process improvement and strategic planning for Organizational development.
- Facilitate DMAIC (Define, Measure, Analyze, Improve, Control) sessions to drive continuous improvement initiatives.
- Mentor and coach Lean Six Sigma Yellow & Green Belt candidates within organization.
- Training module preparation for Top & Senior management for Organization development
- Analyze data and metrics to report on performance of Six Sigma initiatives and training effectiveness.
- Ensure compliance with regulatory standards and company policies.
- Act as change agent, promoting culture of excellence and continuous improvement.
- Collaborated with cross-functional teams to drive business growth and achieve corporate objectives.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Made hiring recommendations to increase company's productivity and profitability with quality workers
Quality - Lead
Effective Teleservices Private Ltd.
07.2022 - 02.2023
- Improving investigation QA domain in Human Intelligence and Artificial Intelligence
- Leading Quality Team of 35 along with 2 Assistant Managers for an International Bank, Chime.
- Responsible for > 95% to 100% accuracy in terms of investigation and refund process
- Business improvement planning & report sharing to client & partners such as Concentrics, Genpact, TaskUs, Teleperformance
- Advised and led process improvement team with deliberation, leadership and strategic planning.
- Reassessed quality control measures at systemic level to proactively identify non-conformances.
- Cross ATA, Calibration with client and partners
- QA Recruitment, Expertise development.
Quality - Team Lead
Globiva Services Private Ltd.
02.2019 - 07.2022
- Leading Quality Team of 18 people and 450 FTE for sales and collection processes
- Responsible for business target analyzing and find suitable ways to boost up on every month
- Business improvement planning & report sharing to client
- Looking after compliance for all three processes
- Recruitment for different processes.
- Established rigorous safety measures for high-stakes and potentially dangerous factory environments.
- Managed documentation related to quality control procedures, keeping detailed records of inspections, audits, and other relevant activities.
Quality Analyst Lead
Matrimony.com Ltd.
07.2016 - 01.2019
- Leading Quality Team for West Bengal & Odisha processes
- Conduct call quality evaluation for Operation, Training and Quality team on weekly basis
- Responsible for business target analyzing and find suitable ways to boost up on every month
- Motivating entire team for best outcome whenever requires
- Training need analyzing and Training need identification for entire branch twice a month
- Arranging contest for both branches for team-work & achieving goals easily.
- Investigated variances, performed root-cause analysis and documented corrective actions to resolve complications.
Senior Quality Analyst Operations
Elagoon Buisness Solution Pvt Ltd.
03.2016 - 07.2016
- As a member of Pilot batch, being active member of Product training for effective initiation of new process
- But process didn’t turned up so left.
Compliance & Quality Control
R K GLOBAL COMMODITY BROKING LTD.
02.2012 - 02.2016
- Ensuring client satisfaction by providing excellent quality of services to their customer with constant checking mechanism & instant leakage fixing of the process
- Liaised with vendors and end-users to uncover system optimization opportunities.
- Process streamlining by finding process gaps and taking corrective actions.
Quality Analyst
Tatwa Technologies Ltd.
02.2010 - 01.2012
- Handling team of 30 Associates
- Quality Audit for the team
- Coaching & Counseling of agents for performance maintenance
- Arranging Shift/Quality Briefings for the agents
- Monthly Fatal Error analysis
- Call calibration internal & external.
Customer Care Executive
Sparsh Bpo Services Limited
05.2008 - 01.2010
- Resolve customer issues
- Maintain KRA’s i.e., Login hours, AHT, Quality.
- Ensured accurate record-keeping by diligently documenting all interactions within internal CRM platforms.
- Served as a key point of contact for escalated issues, diffusing tension and ensuring prompt resolution.
Education
Secondary -
WBBSE
Higher Secondary -
WBBHSE
Graduation -
Calcutta University
Diploma in Painting - undefined
Bangiya Sahityo Parishad
Lean Six Sigma Green-Belt - Lean Six Sigma Green-Belt
AIGPE
INDIALean Six Sigma - Black Belt - Six Sigma
AIGPE
INDIA 04.2001 -
Skills
LEAN SIX SIGMA BLACK BELT (AIGPE)
Profile Synopsis
Total 15 years of extensive experience in Customer Service, Sales & collection with core competencies in Operation Management along with capabilities of Quality Assurance, Client Management, Recruitment, Product Training and Production Floor Management.
Personal Information
- Date of Birth: 04/22/88
- Marital Status: Married
Software
MS Office (Excel, Power point), Office 360
Quality management control tool ( Zendesk, Transmon ))
CRM (SALESFORCE, TCN, CONVOX)
Interests
Developed a team environment that values diversity and leveraged individual strengths for team benefit
Reviewed department results data and created action plans for improvement
Ensured consistent application of industry best practice operating procedures across business units
Maintained compliance standards for accurate information on hospital and provider activities
Served as a resource on quality, training, data gathering, KPI development, and outcome measurements
Long ride, Cricket, Chess
My most extensive motorcycle odyssey spanned an impressive 1400 kilometers, commencing in Gandhinagar, Gujarat, and culminating in Kolkata during the brisk winter season. This journey was a profound exercise in self-discovery, pushing the boundaries of my personal endurance.
Cricket has always been my cherished outdoor sport, a pursuit I actively engaged in until the age of 25.
Post my 10th board examinations, I self-taught the intricate game of chess, which has since become an integral part of my life, often serving as a beacon during moments of indecision.
Timeline
Deputy Manager - Training & Quality
VGM Consultants Pvt. Ltd.
03.2023 - Current
Quality - Lead
Effective Teleservices Private Ltd.
07.2022 - 02.2023
Quality - Team Lead
Globiva Services Private Ltd.
02.2019 - 07.2022
Quality Analyst Lead
Matrimony.com Ltd.
07.2016 - 01.2019
Senior Quality Analyst Operations
Elagoon Buisness Solution Pvt Ltd.
03.2016 - 07.2016
Compliance & Quality Control
R K GLOBAL COMMODITY BROKING LTD.
02.2012 - 02.2016
Quality Analyst
Tatwa Technologies Ltd.
02.2010 - 01.2012
Customer Care Executive
Sparsh Bpo Services Limited
05.2008 - 01.2010
Lean Six Sigma - Black Belt - Six Sigma
AIGPE
04.2001 -
Secondary -
WBBSE
Higher Secondary -
WBBHSE
Graduation -
Calcutta University
Diploma in Painting - undefined
Bangiya Sahityo Parishad
Lean Six Sigma Green-Belt - Lean Six Sigma Green-Belt
AIGPE
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