Dhritiman Mazumdar

• Cultivated strong relationships with key stakeholders, acting as the primary point of contact and ensuring continuous alignment with business objectives.
• Facilitated seamless communication and collaboration between the development team and the client, ensuring all user stories were clearly defined and understood.
• Acted as a liaison between technical teams and external stakeholders, translating business requirements into actionable tasks and technical updates into clear progress reports.
• Proactively engaged with prospects through timely follow-ups, ensuring consistent communication and fostering strong relationships.
• Developed and maintained the project roadmap, defining high-level milestones and release plans in collaboration with the product owner and key stakeholders.
• Proactively identified potential risks and gaps in project scope, resources, or requirements through continuous backlog refinement and stakeholder feedback.
• Managed the end-to-end onboarding process for new customers, ensuring a seamless transition and addressing any initial concerns.
• Provided hands-on support to clients to help them adopt and effectively use the product, driving customer satisfaction and retention.
• Collaborated with cross-functional teams, including marketing and product, to align strategies and optimize customer acquisition efforts.
• Maintained detailed records of customer interactions and sales activities in CRM tools, ensuring accurate forecasting and reporting.
• Successfully upsold and cross-sold additional products or services, increasing average deal value and boosting revenue.
• Evaluated client needs and expectations, establishing clear goals for each consulting engagement.

• Audit outbound sales calls and e-mail based on quality parameters.

• Provide face to face feedback for the audited calls.

• Conducted weekly team huddles to understand the knowledge and process gaps.

• Conduct dip checks agent wise and share report for the same on weekly basis.

• Generated reports on weekly and monthly basis and shared the same with the stakeholder.

• Create and maintain individual scorecard system for the QA's.

• Conducts audits on the dormant leads to check if proper follow-up was done.

• Conduct audits for the converted leads to check if SOP was followed.

• Participated in internal calibrations with Quality Auditors, training team and Operations and ensured consistent scoring and share report for the same.

• Audit outbound sales calls and e-mail based on quality parameters.

• Provide face to face feedback for the audited calls.

• Conducted weekly team huddles to understand the knowledge and process gaps.

• Conduct dip checks agent wise and share report for the same on weekly basis.

• Generated reports on weekly and monthly basis and shared the same with the stakeholder.

• Create and maintain individual scorecard system for the QA's.

• Conducts audits on the dormant leads to check if proper follow-up was done.

• Conduct audits for the converted leads to check if SOP was followed.

• Participated in internal calibrations with Quality Auditors, training team and Operations and ensured consistent scoring and share report for the same.

• Audit calls (Inbound and outbound), e-mail and chat based on quality parameters

• Feedback to agent based on the audits (face to face)

• Conducted weekly team huddles to bridge the knowledge gaps of the agents.

• Resolve disputes raised against the QA's from respective centers.

• Maintain dispute tracker and resolve the disputes shared by the centers.

• Conduct ATA for the QA's and shared feedback for the same.

• Create and maintain individual scorecard system for QA's.

• Conduct certification audits for the new joiners and share report with the training team and the management.

• Conduct weekly internal and external calibration sessions and share reports for the same.

• Conduct repeat analysis to find out the repeat error trend on the floor.

• Generate reports on LOB basis and share the same with the respective stakeholder on weekly and monthly basis.

• Send regular email to stakeholders and provide instant feedback on performance concerns and disconnected calls.

• Audit calls (Inbound and outbound), e-mail and chat based on quality parameters

• Shared one on one feedback with the agents for the critical and non critical audits.

• Conducted weekly team huddles to share the latest updates and understand the knowledge gaps on the floor.

• Generate reports on weekly and monthly basis and shared the same with the respective stake holder.

• Create and maintain individual scorecard system for each of the QA's.

• Consistently send immediate email to superiors and provide instant feedback on performance concerns, disconnected calls and auto fail calls.

• Participated in internal calibrations with Quality Auditors, training team and Operations and ensured consistent scoring.

• Conduct repeat analysis to find out the repeat error trend on the floor.

• Conduct NPS analysis based on the feedback from the customer to identify the gaps in the process and communication.

• Conduct root cause analysis for the cases escalated to the ceo / senior management and represent the cases in weekly review meetings to the senior management.

• Drive organizational level changes basis on the findings of the weekly review meetings.