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
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