Paramita Roy
Kolkata
Summary
Impact-driven Senior Quality Analyst with 2+ years of experience across e-commerce and customer service operations, specializing in after-sales quality governance including returns, refunds, disputes, and logistics support. Strong expertise in quality audits, customer satisfaction analytics, root cause analysis, and performance improvement initiatives. Recognized for partnering with operations and leadership to drive quality consistency, risk mitigation, and CX excellence. Well-positioned for Senior QA or Quality Lead roles within high-volume, customer-centric environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Quality Analyst
Teleperformance Pvt. Ltd.
Kolkata
04.2024 - 09.2025
- Own end-to-end quality monitoring for voice, chat, and email interactions across after-sales processes.
- Drive agent performance evaluation and calibration, ensuring scoring accuracy and consistency.
- Analyze CSAT, NPS, and CES trends to identify systemic CX risks and recurring failure points.
- Lead root cause analysis (RCA) for escalations, audit failures, and repeat contacts.
- Maintain Excel-based quality MIS and dashboards to support leadership reviews.
- Act as a quality advisor to Operations and Training teams on coaching priorities and SOP gaps.
- Mentor agents and Team Leaders through structured feedback and improvement plans.
- Strengthened audit reliability through calibration alignment
- Reduced repeat quality defects via RCA-driven actions
- Improved leadership visibility into quality health metrics
Technical Support Advisor (Voice)
Teleperformance Pvt. Ltd.
Kolkata
05.2023 - 03.2024
- Delivered customer support for technical and after-sales queries.
- Consistently met quality, productivity, and compliance KPIs.
- Built process expertise leading to transition into Quality role.
Dance Choreographer
Rudrabani Dance Academy
05.2018 - 03.2021
- Led training programs focused on discipline, observation, and feedback.
- Built coaching and evaluation skills transferable to QA leadership.
Education
Bachelor of Science (Honours) - Microbiology
Barrackpore Rastraguru Surendranath College
West Bengal, India01.2018
Higher Secondary Education -
Manmathanath Girls Higher Secondary School
01.2015
Skills
- Quality Governance & Audits
- Voice, Chat & Email Evaluation
- QA Scorecards & Calibration
- CSAT
- NPS
- CES Analytics
- Root Cause Analysis (RCA)
- SOP & Process Optimization
- Escalation & Risk Analysis
- Agent Coaching & Development
- Stakeholder Communication
- Continuous Improvement
- MS Excel (Advanced)
- QA & Audit Platforms
- CRM & Ticketing Systems
- Performance Trackers
- E-commerce Operations
- After-Sales Support
- Returns & Refunds
- Disputes & Logistics
- Customer Experience (CX)
Certification
- Microsoft Excel – Advanced (Including VBA & Macros), Udemy
- VBA & Macro Automation for Excel, Udemy
- Lean Six Sigma Yellow Belt (In Progress)
Domain Expertise
- E-commerce Operations
- After-Sales Support
- Returns & Refunds
- Disputes & Logistics
- Customer Experience (CX)
Tools And Systems
- MS Excel (Advanced)
- QA & Audit Platforms
- CRM & Ticketing Systems
- Performance Trackers
Timeline
Quality Analyst
Teleperformance Pvt. Ltd.
04.2024 - 09.2025
Technical Support Advisor (Voice)
Teleperformance Pvt. Ltd.
05.2023 - 03.2024
Dance Choreographer
Rudrabani Dance Academy
05.2018 - 03.2021
Bachelor of Science (Honours) - Microbiology
Barrackpore Rastraguru Surendranath College
Higher Secondary Education -
Manmathanath Girls Higher Secondary School