Nilanjana Karmakar
Bangalore
Summary
Results-driven Senior Quality Analyst with a strong record at Twilio Technology India Pvt. Ltd., specializing in process optimization and enhancing customer satisfaction. Proficient in Lean Six Sigma methodologies and stakeholder engagement, driving significant improvements in operational efficiency. Demonstrates expertise in software quality assurance and project management, leading teams to troubleshoot complex challenges while maintaining high-quality standards. Committed to delivering impactful insights that elevate product quality and streamline processes.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior Quality Analyst & Quality Lead
Twilio Technology India Pvt. Ltd.
07.2023 - Current
- Spearheading the quality operations for the SenderID/Customer Experience Team, overseeing a team of 15 members
- Conducting weekly team huddles, presenting process improvement projects, and ensuring consistent knowledge alignment across teams
- Managing stakeholder objections and resolving complex process discrepancies to enhance customer satisfaction
- Implemented calibration strategies to maintain uniform quality standards across teams
Senior Process Excellence (SME)
Skill-Lync
06.2022 - 06.2023
- Directed quality processes for two customer success teams (calls, chats, tickets, emails) with a combined manpower of 20
- Delivered one-on-one feedback sessions to improve team quality performance
- Resolved stakeholder objections and implemented process improvements to streamline operations
- Conducted Root Cause Analysis (RCA) to identify and address recurring issues
Senior Quality Analyst
Whitehat Education Technology Pvt. Ltd.
08.2020 - 04.2022
- Improved client satisfaction by driving process enhancements and reducing operational inefficiencies
- Conducted RCA and fishbone analysis to identify factors impacting team performance
- Provided actionable feedback to associates and maintained comprehensive quality reports
Process Analyst (Escalation Team)
Accenture India Pvt. Ltd.
10.2018 - 03.2020
- Managed client escalations and ensured resolution within SLAs, enhancing overall customer experience
- Monitored daily operations for compliance and accuracy, achieving key performance targets
- Conducted weekly team huddles and provided tailored feedback to improve quality metrics
Process Executive (US Mortgage Domain)
Cognizant Technology Solutions
07.2016 - 10.2018
- Promoted to Senior Process Executive within 13 months, leading a non-data entry team as an SME
- Managed international client communications and ensured alignment with client requirements
- Recognized with multiple performance awards for consistent quality and excellence
Education
Bachelor of Computer Application -
West Bengal University of Technology (W.B.U.T)
01.2015
Higher Secondary - Science
W.B.C.H.S.E
01.2012
Secondary Education -
W.B.B.S.E
01.2010
Skills
- Quality Assurance Expertise
- Process Optimization & Redesign
- Lean Six Sigma Methodology
- Stakeholder Engagement
- Data Analysis & Reporting
- Team Leadership & Mentoring
- Root Cause Analysis
- Fishbone Analysis
- Zendesk
- Salesforce
- Slack
- MS Office
- Advanced Excel
- Zendesk
- ServiceNow
- Salesforce
Certification
- Lean Six Sigma Green Belt (LSSGB)
- Advanced MS Excel Training
Accomplishments
- Twilio: Streamlined quality processes, achieving a 15% improvement in compliance metrics.
- Skill-Lync: Reduced process errors by 20% through RCA-driven interventions.
- Whitehat: Proposed a process improvement initiative that reduced client query resolution time by 10%.
- Accenture: Received 'Best Performance and Quality' awards for three consecutive months.
- Cognizant: Awarded 'Unicorn' and 'Spotlight' recognitions for exceptional focus on quality and performance.
Extracurricular Activities
Actively involved in social welfare activities, distributing clothes and food to underprivileged communities. Passionate about music, reading, traveling, and environmental conservation through plantation drives.
Languages
- English
- Hindi
- Bengali
Timeline
Senior Quality Analyst & Quality Lead
Twilio Technology India Pvt. Ltd.
07.2023 - Current
Senior Process Excellence (SME)
Skill-Lync
06.2022 - 06.2023
Senior Quality Analyst
Whitehat Education Technology Pvt. Ltd.
08.2020 - 04.2022
Process Analyst (Escalation Team)
Accenture India Pvt. Ltd.
10.2018 - 03.2020
Process Executive (US Mortgage Domain)
Cognizant Technology Solutions
07.2016 - 10.2018
- Lean Six Sigma Green Belt (LSSGB)
- Advanced MS Excel Training
Bachelor of Computer Application -
West Bengal University of Technology (W.B.U.T)
Higher Secondary - Science
W.B.C.H.S.E
Secondary Education -
W.B.B.S.E
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