Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
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Jyotismita Das

Summary

Dynamic Senior Quality Specialist with a proven track record, excelling in quality risk assessment and fraud identification. Adept at fostering collaboration across departments, enhancing compliance, and driving continuous improvement in quality assurance practices.

Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Senior Quality Specialist

Cognizant Technologies Solutions
12.2023 - Current
  • Ensured compliance with regulations through consistent monitoring of quality control procedures.
  • Tracked consumer complaints to identify patterns and initiate prompt action plans.
  • Managed process checks to ensure proper execution and correct frequency.
  • Participated in audits to validate adherence to product and quality standards.
  • Investigated suspicious account activities to protect customer information.
  • Evaluated data to uncover fraudulent transactions, decreasing company losses.
  • Conducted training sessions to enhance staff awareness of fraud prevention techniques.
  • Utilized customer insights to bolster anti-fraud measures.
  • Partnered with various departments to create comprehensive anti-fraud policies.
  • Promoted implementation of quality assurance best practices throughout organization.
  • Supervised defect tracking process, facilitating timely issue resolution.

Customer Experience Analyst

Telus International
11.2022 - 12.2023
  • Identified areas for improvement by examining call data.
  • Managed record-keeping for audits, feedback, and training outcomes.
  • Analyzed customer complaints to identify underlying problems and suggest solutions.
  • Led training sessions to elevate call center staff's adherence to best practices.
  • Organized periodic calibration meetings to standardize evaluation criteria across analyst teams.
  • Executed regular evaluations of customer interactions to uphold compliance with regulations.

ERC Senior Associate

Amazon
02.2022 - 08.2022
  • Responded to inquiries concerning HR guidelines, rules, and processes.
  • Maintained compliance with regulations by executing HR policies.
  • Managed HR issues with confidentiality and escalated critical concerns to senior management for resolution.
  • Resolved challenging employee relations concerns, focusing on grievances and disciplinary actions.
  • Maintained accurate records by scanning and filing documents.
  • Managed comprehensive payroll processes for large employee groups.
  • Ensured accuracy in documenting staff salary structures and personal data.
  • Tracked presence of employees from within and outside the organization.

Assistant Quality Manager

Teleperformance
09.2019 - 11.2021
  • Executed departmental audits, detecting discrepancies and launching corrective initiatives.
  • Ensured customer trust by implementing measures to avoid recurrence.
  • Created strategic plans to boost staff productivity.
  • Assessed customer feedback and complaint data, targeting areas for enhancement and driving initiatives to increase satisfaction levels.
  • Refined document control systems, increasing efficiency in accessing and tracking quality records.
  • Maintained relevance and effectiveness of quality policies through regular updates.
  • Managed compliance and audit report processes, upholding both external and internal quality requirements.
  • Conducted thorough investigations to determine root causes of disruptions in service and proposed corrective measures.

Quality Assurance Analyst

Teleperformance
06.2016 - 05.2019
  • Delivered comprehensive feedback to customer service agents, fostering professional growth.
  • Generated comprehensive reports on audit results, offering actionable recommendations for ongoing performance enhancement.
  • Executed monitoring initiatives to track agent productivity and satisfaction metrics.
  • Analyzed customer feedback to identify recurring problems and recommend solutions.
  • Conducted training sessions for call centre staff on best practices.
  • Conducted regular calibration sessions to maintain uniform evaluation criteria among analysts.

Process Associate

Datacore India Pvt. Ltd.
10.2014 - 06.2016
  • Developed content based on video clips to meet client standards.
  • Coordinated with various departments for smooth project integration.

Education

BBA - Human Resources Management

Punjab Technical University
Punjab
05-2014

Skills

  • Quality inspection techniques
  • Quality training
  • Quality risk assessment
  • CAPA management
  • Data review and interpretation
  • Root Cause Analysis
  • Fraud identification techniques
  • Fraud awareness
  • Time-management
  • Investigative mindset

Certification

Lean Six Sigma Green Belt (Benchmark SigSigma, 2021)

Languages

English
Advanced (C1)
Hindi
Bilingual or Proficient (C2)
Assamese
Bilingual or Proficient (C2)
Bengali
Advanced (C1)

Timeline

Senior Quality Specialist

Cognizant Technologies Solutions
12.2023 - Current

Customer Experience Analyst

Telus International
11.2022 - 12.2023

ERC Senior Associate

Amazon
02.2022 - 08.2022

Assistant Quality Manager

Teleperformance
09.2019 - 11.2021

Quality Assurance Analyst

Teleperformance
06.2016 - 05.2019

Process Associate

Datacore India Pvt. Ltd.
10.2014 - 06.2016

BBA - Human Resources Management

Punjab Technical University

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Jyotismita Das