Biswajit Das
Jaipur
Summary
Results-driven professional with 14 years of experience leading large teams across Operations and Quality, driving process improvements through collaboration with cross-functional teams. Expertise in People Management, Market Research, Demand Generation, Client Management, and Quality Assurance. Adept at delivering KPI’s and ensuring compliance while optimizing processes for efficiency. Skilled in Quality Deliverables, Process Improvement, and Strategic Planning, with a strong grasp of modern marketing tools to enhance business growth and operational excellence."
Overview
14
14
years of professional experience
6
6
years of post-secondary education
6
6
Certifications
Work History
Quality Manager
Teleperformance
01.2024 - Current
- Leading a Quality team of 40+ Quality Analysts, 3 Team Leaders, and 2 Assistant Managers in a 1000+ FTE process for one of the world’s largest e-commerce clients.
- Ensure 100% compliance with quality standards, client expectations, and regulatory guidelines.
- Managing client relationships through daily interactions, sharing key performance insights, callout's, and observations to ensure alignment on quality goals.
- Act as the primary point of contact for clients on quality-related matters.
- Representing the Quality team in Weekly, Monthly, and Quarterly Business Reviews (WBR, MBR & QBR) with clients and internal stakeholders to present quality insights and action plans.
- Provide real-time feedback, insights, and callout's to clients on quality trends and business impact.
- Work closely with Operations, Training, and Workforce Management teams to align quality initiatives with business goals.
- Conducting daily meetings with Operations leaders to discuss performance trends, identify opportunities, and drive action plans for improvement.
- Driving root cause analysis (RCA) efforts and sharing insights with clients and internal stakeholders to enhance quality standards.
- Develop and deploy action plans to address performance gaps and enhance service delivery.
- Drive calibration sessions to ensure alignment between Quality, Training, and Operations.
- Developed and maintain quality reports, dashboards, and presentations for internal and client review.
- Provide detailed insights through monthly and quarterly quality reports.
- Conducting regular coaching and mentoring sessions to enhance auditor capabilities through weekly ELP (Employee Learning Program) sessions.
- Manage the performance appraisal process, goal setting, and career development plans for the team.
Manager - Operations/Client Relationship/Market Research
Jumio Corporation
02.2020 - 12.2023
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan/profitability goals and Process KPI's
- Spearheading end-to-end operations centre along with a large team of 250+ members across the USA, Europe, and Asia Pacific region
- Develop strong relationships with the Account Managers, Marketing team & BDR's for New clients onboarding with prototype test and for hunting new business also to help and manage client requirement
- Working with AI/ML, Product and Engineering team to help improve Process function by automation
- Identify team/division/LOB level performance trends using performance dashboard, take proactive & sustainable measures for competitive operations governance against contracted SLA's
- Built strong operational teams to meet process and production demands
- Effectively monitor performance SLA and ensure smooth delivery of the committed volume
- Chair business leadership meetings and drive strategies and programs to improve the competitive position and profitability of the organization, forecast requirements, prepare action plans, and resolve problems
- Well versed with tools like Salesforce, Slack, ZoomInfo, Sales Navigator, Crunchbase, LeadIQ, Outreach and Seamless.ai
- Experience using modern marketing tools and advanced Google search techniques to develop targeted lists of global contacts in specific business verticals such as financial services, crypto, travel, gaming, gambling verticals, etc
- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA and partner to define action plans that resolve issues and drive continuous improvement
Assistant Manager-Operations
Jumio India Pvt. Ltd
08.2016 - 01.2020
- Responsible for overall people Management in the process with a team of 6 team leaders and overall span headcount of close to 160 (Full Time Employees)
- Responsible for Client relationship Management, SLA Management of the process
- Responsible for the daily and monthly SLA's of the process such as AHT, Accuracy, ICR, VCA & HSE and other manpower related KPI's such as shrinkage, attrition
- Responsible for conducting the performance review & appraisal of the Team lead, SME & the associates for reviewing the overall performance
- Gathering the process and people related issues, analyzing them and working to get them resolved for managing the overall health of the process
- Hired, trained and mentored staff to maximize effectiveness
- Executed regular process updates to reduce discrepancies via Calibration calls and Team refresher session
- Conducting RNR's within the process which includes the appreciations for the associates and Team leaders, awarding them for their good performances
- Conducting the PIP processes every month to track and monitor the performance of the bottom performers to help in keeping the overall process matrix in green
Team Leader-Operations (Amazon & Microsoft LOB)
Teleperformance
01.2014 - 07.2016
- Joined Teleperformance as a Technical Support Executive, got promoted to Compliance Executive under Quality Dept
- And then got promoted as AMCC (Asst.Manager Contact Center) in a span of 2 years
- Worked for 2 clients Microsoft and Amazon CS
- Handled a team of 20-25 TSE, taking care of Process KPI's, SLA management, Tier -2 escalations, AHT and Repeat / Follow Up calls
- Worked for Windows 8, Office 2013 and Product Activation LOB (Microsoft)
- Adhering and implementing PIP (Performance Improvement Plan) for the agents who are not up to the Mark
- Responsible for the daily and monthly SLA's of the team such as service level, AHT, CSAT, repeat call as it is directly linked with the revenue of the process
- Also responsible for the manpower related KPI's as shrinkage, attrition
- Daily Productivity assessment (Active Login, Documentation, AHT) of the team members & giving them feedback by conducting Post & Preshift Briefing Sessions
- Implementation of new roster structure to ensure maximized seat utilization
- Conducting calibration both with internal operation team & with client (Microsoft & Amazon)
- Conducting compliance audit on random basis to check call disconnection & other service denial aspects
- Built strong relationships with customers through positive attitude and attentive response
Demand Generation Executive -B2B Demand Generation
Strategic Outsourcing Services
10.2012 - 11.2013
- Worked effectively in fast-paced environments
- Cultivated interpersonal skills by building positive relationships with others
- Learned and adapted quickly to new technology and software applications
- Acted as a team leader in group projects, delegating tasks and providing feedback
Customer Care Executive
Blue Magic Technology
04.2011 - 08.2012
- Company Overview: Had worked in International BPO (U.K voice process)
- Worked on personal injuries claim profile via Inbound and outbound calling for UK and US
- Excellent in converting cold calls into new assignment
- Managed over 200 customer calls per day & increased sales by 30%
- Took calls for initial six months, later on acted as Subject Matter Expert to help fellow associates
- Had worked in International BPO (U.K voice process)
Education
B.Tech - Electronic & Communication
Rajasthan Technical University
Jaipur, RJ 08.2007 - 04.2011
H.S.C - undefined
Govt. Hr. Secondary School
05.2005 - 05.2007
Skills
Quality management systems
Certification
Outreach Closing Specialist, 09/01/21
Key Notes
- Expertise in Operations, Quality, KPI Delivery & Client Management
- Experience in leading large-scale operations & expertise in modern marketing tools like Salesforce, ZoomInfo, S-Navigator, CrunchBase, LeadIQ, Outreach and Seamless.ai.
- Successful track record in growing and inspiring large teams, with proven ability to attract, motivate, retain, and develop leaders and team members
- Successful track record of improving performance against quality, efficiency, and effectiveness metrics, and meeting/exceeding service level performance requirements.
- Experience of managing multiple clients, multi-lingual operations
- Proven track record of building strong relationships with stakeholders
- Strong internal client-facing skills with excellent communication, negotiation and conflict management skills
Timeline
Quality Manager
Teleperformance
01.2024 - Current
Manager - Operations/Client Relationship/Market Research
Jumio Corporation
02.2020 - 12.2023
Assistant Manager-Operations
Jumio India Pvt. Ltd
08.2016 - 01.2020
Team Leader-Operations (Amazon & Microsoft LOB)
Teleperformance
01.2014 - 07.2016
Demand Generation Executive -B2B Demand Generation
Strategic Outsourcing Services
10.2012 - 11.2013
Customer Care Executive
Blue Magic Technology
04.2011 - 08.2012
B.Tech - Electronic & Communication
Rajasthan Technical University
08.2007 - 04.2011
H.S.C - undefined
Govt. Hr. Secondary School
05.2005 - 05.2007
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