Partha Pratim Biswas
Quality Analyst
Rishra,WB
Summary
Dynamic SQA Support Analyst at Wipro LTD with a proven track record in driving data-driven decision-making and enhancing quality assurance processes. Skilled in training, knowledge sharing and mentoring, I foster collaboration and critical thinking, resulting in accelerated issue resolution and improved team performance. Committed to continuous improvement and customer satisfaction.
Overview
20
20
years of professional experience
2
2
Certifications
Work History
SQA Support Analyst
Wipro LTD
11.2024 - Current
- Assisted in the establishment of SQA metrics, driving data-driven decision-making processes within the organization.
- Accelerated issue resolution with concise documentation of test cases, steps to reproduce errors, and expected results.
- Streamlined SQA processes by implementing automation tools and techniques for faster test execution.
- Championed quality assurance best practices within the organization, serving as a mentor to junior team members and fostering a culture of continuous improvement.
Identity and Access Management
Wipro LTD
08.2018 - 10.2024
- Responsible for provisioning and de-provisioning of User IDs.
- Ensuring proper roles and rights are assigned to the right person right time on basis of proper approval.
- Giving the end users correct level of access to various applications.
- Organizing troubleshooting calls with different towers and external vendors in collaboration with Service Desk.
- Conducting internal audit on closed tickets and feedback sharing.
- Conducting audit on aging tickets.
- Queue management - assigning P0, P1, P2, P3, P4 tickets to L3, L2, L1 resources.
- Queue management - assigning out of scope tickets to the correct assignment group.
- Tracking unsuccessful login attempts and raising alarm.
- Conducting KT session for new team members.
- Conducting knowledge sharing session within team for enhancement.
- Version controlled SOP creation and updating.
Quality Analyst
Wipro LTD
04.2017 - 08.2018
- Managing a team of 7 members
- Assign daily tasks, ensure delivery within SLA
- Sharing real time updates with team
- Content (MS Office based) auditing, sharing feedback
- Sharing the weekly quality and productivity report.
- Maintain the team log book.
Complaint Manager
Wipro LTD
02.2015 - 03.2017
- Extracting customers’ emails and the soft copies of letters from the online portal.
- Understanding their concern and grievances by analyzing the correspondences and past records of conversation.
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Ensured compliance with regulatory requirements by maintaining accurate documentation of all complaint investigations and resolutions.
- Escalate the potential complaints to the CEO Office of the client.
Customer Care Officer
Wipro LTD
09.2012 - 02.2015
- Used to take the inbound calls and deal with customer queries for a leading UK telecom company.
- Handled difficult situations calmly, maintaining professionalism at all times.
- Managed high call volumes with time management and multitasking skills.
- Improved customer satisfaction by promptly addressing inquiries and resolving issues.
- Offering competitive deals & renew Contract Term to strengthen the customer base and ensure revenue for the clients.
- Escalate the complaints to Complaint Help Desk.
Specialist Trainer
Aegis Ltd
10.2010 - 09.2012
- Arrange pre-process training for NHT batches. Educate the trainees about the organization, client, customer services, Soft Skills, Telephone Etiquette etc.
- Audit calls of OJT batches and share feedbacks to ensure overall improvements.
- Audit calls of tenured agents and share feedbacks to enhance specific customer service skill.
- Arrange trainings and sessions focusing on regional language, Soft Skill, Empathy, Active Listening, Telephone Etiquette, Rate of Speech, and Pronunciation etc.
- Prepare, update and translate call scripts in regional language as per clients’ requirement.
- Developed customized training materials tailored to clients'' specific needs, resulting in increased satisfaction and performance improvement.
- Maintaining and preparing data for the Shiksha training team, Kolkata centre.
Back Office Executive
Aegis Ltd
03.2009 - 10.2010
- Extract orders from the online portal and ensure doorstep delivery through the sales & delivery agents. Call customers for their feedback as a part of random audit and to ensure 48 hours SLA.
- Extract complaints from the online portal and assigning the complaints & service requests to the zonal engineers. Call the customers for their feedback as part of random audit and to comply with 24 hours SLA.
- Maintaining the real time inventory status of accessories with collaboration of store in charge.
Customer Care Executive
Aegis Ltd
09.2007 - 03.2009
- Attending the inbound calls and enhancing customer satisfaction by resolving inquiries effectively and efficiently for a leading water purifying company.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Escalating the complaints to escalation desk of the client.
- Up selling of parts & accessories and sharing the status with back office EOD.
- Focus on sales lead generation.
Junior Accountant
Malakar & Co.
02.2005 - 01.2006
- Documents collection, filling up hard copies and submitting forms.
- Prepared journal entries and entered into system
- Assisted with preparation of monthly financial statements.
Education
Bachelor of Commerce - Accounting
Raja Peary Mohan College
Uttarpara, India 04.2001 -
Higher Secondary - Accountancy
Nabagram Vidyapith
Nabagram, Hooghly 04.2001 -
Secondary Examination -
Nabagram Vidyapith
Nabagram, Hooghly 04.2001 -
Skills
Quality assurance fundamentals
Collaboration and communication
Critical thinking
Customer support
Training and mentoring
Teamwork and collaboration
Teamwork and positive attitude
Adaptability and flexibility
Root-cause analysis
Professionalism
Team mentoring
Reliability
Certification
Advance Excel
Timeline
SQA Support Analyst
Wipro LTD
11.2024 - Current
Identity and Access Management
Wipro LTD
08.2018 - 10.2024
SQL
04-2018
Quality Analyst
Wipro LTD
04.2017 - 08.2018
Complaint Manager
Wipro LTD
02.2015 - 03.2017
Advance Excel
01-2014
Customer Care Officer
Wipro LTD
09.2012 - 02.2015
Specialist Trainer
Aegis Ltd
10.2010 - 09.2012
Back Office Executive
Aegis Ltd
03.2009 - 10.2010
Customer Care Executive
Aegis Ltd
09.2007 - 03.2009
Junior Accountant
Malakar & Co.
02.2005 - 01.2006
Bachelor of Commerce - Accounting
Raja Peary Mohan College
04.2001 -
Higher Secondary - Accountancy
Nabagram Vidyapith
04.2001 -
Secondary Examination -
Nabagram Vidyapith
04.2001 -