DEBASMITA MAITI
Customer Support Quality Analyst
Bengaluru
Summary
A talented and certified Quality Analyst with an experience of nearly 14 years in Quality Management Systems, Incoming, In-process, Final Inspection and Internal & External Audit. Impressive success in establishing & maintaining international Quality Management Systems like 7 QC Tools, Quality system documentation, process mapping, FMEA etc., Graphs, Histograms, Scatter Diagrams and Control Charts. Skilled in resolving long pending issues through application of "Managed by Fact" Problem Solving Tool and other problem-solving techniques like DOE, 7 QC Tools & Shanion DOE. Skilled in investigating and correcting problems in quality at supplier locations. Technically sound in Microsoft Technologies: MS Excel, MS Word, Power Point, Google sheets. Demonstrated excellent track record in completion of projects. Proactive, multi-tasker & adaptable, with excellent communication, planning, analytical and problem-solving skills. Demonstrated excellent interpersonal skills through close collaboration with Manufacturing Process Design Team and SQV (Supplier Quality Team) for prompt resolution of problems in shop floor. Reliable Quality Control Specialist with abilities in blueprint interpretation, operations monitoring and quality control inspections. Outstanding communication, active listening, and organizational talents. Physically fit and adaptable with the capability to work in various work environments.
Overview
12
12
years of professional experience
7
7
years of post-secondary education
3
3
Languages
Work History
Customer Support Quality Analyst
Flipkart Internet Pvt. Ltd.
1 2017 - Current
- Collaborating with the internal team to identify, define, collect, and track key business metrics for products or business processes
- Identifying process leakage to maintain and control business financial leakage
- Executing quantitative analysis that translates data into actionable insights
- Managing large dataset ensuring accuracy in calculation
- Carrying out process audits/assessment reviews covering all critical functions.
- Participated in team meetings to discuss progress and results, providing ideas and suggestions for improvement.
- Investigated customer complaints to take necessary corrective actions.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
Senior Subject Matter Expert
Absas Solution Pvt. Ltd.
03.2016 - 08.2016
Process Associate
Amazon Development Centre
06.2013 - 01.2015
- Analyzed company's processes for delays, obstructions, and weaknesses
- Advised on process upgrades to improve production rates and reduce costs
- Assessed process orders and serviced and maintained production equipment
- Troubleshot processing issues and maintained machinery supply inventory
- Notified Quality Assurance personnel of production flaws and ensured production processes adhere to safety and quality regulations
- Created production process reports
- Worked in comparative marketing team and compared all the products pricing against different e-retail competitors
- Followed up with the e-retailer until the issue closure, they are satisfied with the response and resolution
- Managed customer escalations and follow up until closure by working with logistics/Tech teams.
- Collaborated with team members for enhanced process efficiency and productivity.
- Partnered with cross-functional teams to conduct thorough discovery and due diligence on existing processes.
Process Associate
Infocon International Pvt. Ltd.
06.2012 - 06.2013
Education
Masters in Applied Genetics -
The Oxford College of Science
Bachelor of Science in BioTechnology -
P.E.S College of Science
Bengaluru 04.2001 - 04.2008
Skills
Performance monitoring
undefinedPersonal Information
Date of Birth: 06/09/86
Awards
- Winner of Instant karma Award in Flipkart in 2019 & 2022
- Appreciated with Best performance monthly award at Flipkart in 2018
- Conferred with Best C-sat performance award at Flipkart in 2018
Timeline
Senior Subject Matter Expert
Absas Solution Pvt. Ltd.
03.2016 - 08.2016
Process Associate
Amazon Development Centre
06.2013 - 01.2015
Process Associate
Infocon International Pvt. Ltd.
06.2012 - 06.2013
Bachelor of Science in BioTechnology -
P.E.S College of Science
04.2001 - 04.2008
Customer Support Quality Analyst
Flipkart Internet Pvt. Ltd.
1 2017 - Current
Masters in Applied Genetics -
The Oxford College of Science
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