Summary
Overview
Work History
Education
Skills
Core Competencies
Accomplishments
Timeline
Generic
Dibyojyoti Mukherjee

Dibyojyoti Mukherjee

Shamshabad

Summary

Seasoned Call Quality Professional with 12+ years in IT, including excellence in Customer Support Service Delivery. Expertise in AHT, SLA, KPI monitoring, and Quality Analysis Tools to enhance performance. Strong problem-solving, adaptable, and results-oriented, with proven ability to optimize processes and advance organizational goals.

Overview

15
15
years of professional experience

Work History

Programme Lead QA

SUTHERLAND GLOBAL
12.2014 - 05.2025
  • Experienced Call Quality Manager with expertise in monitoring, evaluating, and enhancing customer service interactions.
  • Skilled in developing quality assurance frameworks, coaching teams, and driving performance improvements.
  • Adept at ensuring compliance, optimising workflows, and elevating customer satisfaction.
  • Led and managed call quality assurance programs to enhance customer service standards.
  • Developed and implemented call monitoring systems to assess agent performance and compliance.
  • Conducted regular quality audits and provided feedback to agents for continuous improvement.
  • Managed a team of quality analysts and provided coaching for professional growth.
  • Conducting and executing Call Calibrations with the Client monthly.

Senior Technical Support - HP

WIPRO
03.2012 - 09.2014
  • Troubleshot technical issues and provided on-site technical support.
  • Provided technical support for end-users and resolved escalated technical issues.
  • Developed a knowledge base of common issues and solutions to improve customer self-service and reduce the need for technical support.

Customer Service Executive

TECH MAHINDRA
02.2010 - 03.2012
  • Handled customer inquiries via phone, email, and chat for the telecommunications process.
  • Resolved customer complaints with empathy and professionalism.
  • Provided training to customer service agents on the latest customer service technologies and tools.

Education

BACHELORS OF COMMERCE -

DR. C V RAMAN UNIVERSITY
07.2017

Skills

  • Knowledge of MS Office Suite

  • Quality management systems

  • Auditing techniques

  • Contact Center Platforms & QA Tools

  • Data Analysis & Reporting

  • Team mentoring

Core Competencies

Technical Skills


  • Call Quality Assurance
  • Cross-Functional Project Leadership
  • KPI & Metrics Management (Attrition, Shrinkage, AHT, SLA)
  • Service Delivery Management/ Client Relationship Management
  • Team Leading & Mentoring

Accomplishments

    SUTHERLAND GLOBAL, KOCHI

    BEST QUALITY ANALYST for the year 2022, 2023 & 2024.

Timeline

Programme Lead QA

SUTHERLAND GLOBAL
12.2014 - 05.2025

Senior Technical Support - HP

WIPRO
03.2012 - 09.2014

Customer Service Executive

TECH MAHINDRA
02.2010 - 03.2012

BACHELORS OF COMMERCE -

DR. C V RAMAN UNIVERSITY

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Dibyojyoti Mukherjee