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
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 -
Similar Profiles
Pranay GautamPranay Gautam
Senior Associate at Wipro LtdSenior Associate at Wipro Ltd
Sai Krishna BogelaSai Krishna Bogela
Program Director at Wipro LtdProgram Director at Wipro Ltd
KANALA ATCHUTHANANDA REDDYKANALA ATCHUTHANANDA REDDY
PMO Analyst at Wipro LTDPMO Analyst at Wipro LTD
RAHUL SHARMARAHUL SHARMA
Executive-Airport Operations and Customer Service at Interglobe Aviation Limited (Indigo Airlines)Executive-Airport Operations and Customer Service at Interglobe Aviation Limited (Indigo Airlines)
Nisha MohtaNisha Mohta
Home Tutor (Early Years & Primary) at Self-employedHome Tutor (Early Years & Primary) at Self-employed