Mritunjayee Das
Manager Service Excellence
Bangalore
Summary
Results-driven Quality Manager with Lean Six Sigma certification and Certified Scrum Master. Adept at leveraging skills in quality assurance, process improvement, and team leadership to enhance both the quality of IT services and customer experience. Proven track record in optimizing operational efficiency and delivering exceptional customer satisfaction. Dedicated to contributing valuable insights and strategies to elevate the performance of a dynamic IT service desk organization. Recognized for consistent performance excellence in Quality Management and driving
improvements in Customer Service.
Overview
14
14
years of professional experience
Work History
Manager - Service Excellence
HCL Tech
02.2022 - Current
- Drive continuous improvement for TQ and Delivery.
- Manage Call Quality & Client related KPI's.
- Evaluate effectiveness of TQ interventions.
- Strengthen Quality Management Processes / framework to improve quality delivery.
- Accurately capture SLA/SLO metrics, the reporting needs of all clients and set up / customize processes to seamlessly meet the client's expectations.
- Drive Process control & Compliance in addition to managing the Audit requirements.
- Ensure knowledge consistency through calibration, quizzes, D-Sat scrubbing etc.
- Interact and streamline channels of communication with other Functions and Clients.
- Provide quality floor support, feedback, refresher and corrective training
- Support cross process / location teams.
- Support the Quality and Compliance teams to perform audits and follow ups based on observations highlighted.
Senior Quality Specialist
Simplilearn
02.2016 - 10.2021
- Fixed identified issues to increase productivity and boost workflows.
- Conduct in-depth analysis of sales team interactions to identify quality issues and areas for improvement.
- Collaborate with team leads and managers to implement process improvements and enhance
service delivery. - Conduct training sessions for new and existing service desk personnel on quality standards and best practices.
- Contribute to the development and maintenance of documentation related to quality processes.
- Conduct root cause analysis of service incidents and implement corrective actions.
Sr. Academic Counselor
Vedantu Innovations Private Ltd
08.2015 - 12.2015
- Counseling and handling walk-ins and promotion of various tests and admissions.
- Maintaining reports related to admission activities and conducting invigilation.
Tele Report Specialist
First Source Private Limited
08.2013 - 06.2015
- Managed customer complaints related to insurance services.
- Ensured quality of service and improved customer satisfaction.
Process Executive
Infosys BPO Pvt Ltd
04.2011 - 04.2013
- Handled critical escalations and attended various client calls.
- Conducted quality assurance (QA) and training for new team members
Education
Bachelor of Arts - Education And Psychology
Guwahati University
Assam 04.2001 -
Skills
Quality Assurance and Quality Control
Performance Metrics and Reporting
Process Improvement
Customer Satisfaction Analysis
Team Leadership and Training
People Management
Accomplishments
ITIL Foundation Certification
Certified Scrum Master
Certified Lean Six Sigma Expert
Timeline
Manager - Service Excellence
HCL Tech
02.2022 - Current
Senior Quality Specialist
Simplilearn
02.2016 - 10.2021
Sr. Academic Counselor
Vedantu Innovations Private Ltd
08.2015 - 12.2015
Tele Report Specialist
First Source Private Limited
08.2013 - 06.2015
Process Executive
Infosys BPO Pvt Ltd
04.2011 - 04.2013
Bachelor of Arts - Education And Psychology
Guwahati University
04.2001 -
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