Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Timeline
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Payel Ghosh

Payel Ghosh

Quality Assurance Manager
Kolata

Summary

I have almost 5 years of work experience among which currently working as Quality Assurance Manager in CRS domain, where as previously I have worked for 2.5 years as a Technical Associate and 1.5 year as Customer Relationship Manager. Through Quality Assurance, created successful quality assurance strategies and processes. Experienced performing internal ISO audits for projects.

Overview

5
5
years of professional experience
4
4
Certifications

Work History

Quality Assurance Manager

10.2022 - Current
  • AMERICA1 Sector , Cyber Risk & Security
  • Monthly Ticket Auditing, analyzing the quality score and identifying the actions for improvement
  • SLA analysis and Performance Review
  • RCA on Red/Amber, P1/P2 incident, defects etc
  • Driving quality initiative Pragati, Lean , BVM
  • Driving Productivity Analysis monthly basis
  • Doing ISO audits for projects along with DHI analysis

Quality Assurance Manager

04.2022 - 09.2022
  • APMEA Sector , Cyber Risk & Security
  • Monthly Ticket Auditing, analyzing the quality score and identifying the actions for improvement
  • SLA analysis and Performance Review
  • RCA on Red/Amber, P1/P2 incident, defects etc
  • Driving quality initiative Pragati, Lean , BVM
  • Driving process exception
  • Timely sharing CRS weekly report to senior management

Customer Relationship Manager

Hewlett-Packard
09.2020 - 03.2022
  • Worked as one of the Customer Relationship Manager, which is the highest level of contact point for customer escalations in India
  • Understand key customers individual needs and handling all India customers
  • Handled escalation cases and providing solution to respective end users
  • Analyzed the reason for escalation and track back customer interaction history to provide better experience to end users
  • Maintained the TAT according to SLA and continuous improvement of it by providing faster resolution to end users
  • Coordinated between different departments of HP as per requests received from end users
  • Build teamwork skills through working with different departments to provide an effective solution to end users
  • Prepared the case synopsis and discuss with management and documentation of the same for knowledge enhancing purpose
  • Taken feedbacks from end users and circulating the same within various departments as per continuous improvement plan.

Technical Associate

Hewlett-Packard
04.2018 - 09.2020
  • Created cases in designated case management system and answer customer’s queries over calls and emails
  • Identified the exact software or hardware issues through probing customers being in sync with them
  • Conducted troubleshooting sessions for software issues through remote access
  • Assigned Service Engineers for hardware issues to customer’s place
  • Followed up with customers to ensure that the issue is completely resolved and the product is fully functional
  • Achieved 90% plus quality by maintaining all parameters like AHT (Average Handling time), NPS (Net Promoter Score), RNR (Roles and Responsibilities), FCR (First call resolution), Case management (less than 10 per week), TOS (Time on System) etc
  • Got trainings on newly launched printers, their types and functionalities
  • Learn and implement new ideas to identify the complex issues of printers
  • Achievements:
  • Quarterly SNPS Champion during OJT duration (2018)
  • Achieved good quality SNPS score (9/10) throughout the year
  • Received multiple appreciations from customers for resolving escalated issues effectively
  • Received victory league award for driving CSAT analysis

Education

B. Tech - Computer Science & Engineering

Heritage Institute of Technology

Diploma - Computer Science & Technology

Calcutta Technical School

Skills

Computer Skills

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Certification

C,C++,CORE JAVA, SQL

Accomplishments

I had been nominated as best customer relation manager for 3 consecutive months during my role as CRM

I had been implemented new reports fr ongoing role as Quality assurance Manager

Timeline

Quality Assurance Manager

10.2022 - Current

Quality Assurance Manager

04.2022 - 09.2022

Customer Relationship Manager

Hewlett-Packard
09.2020 - 03.2022

Technical Associate

Hewlett-Packard
04.2018 - 09.2020

B. Tech - Computer Science & Engineering

Heritage Institute of Technology

Diploma - Computer Science & Technology

Calcutta Technical School

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Payel GhoshQuality Assurance Manager