Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Additional Information
Languages
Timeline
AdministrativeAssistant

Pooja Dutta

Hyderabad

Summary

Experienced professional with over 6 years in Business Process Outsourcing, specializing in Quality & Training Analysis. Proven track record of driving continuous improvement and surpassing service delivery benchmarks. Recognized for identifying opportunities, conducting Root Cause Analysis, and implementing process improvement initiatives for enhanced business impact. Skilled in developing training plans, evaluating employee knowledge, and effectively communicating with clients to achieve service goals.

Overview

7
7
years of professional experience
1
1
Certificate

Work History

Quality & Training Analyst

Accenture
07.2021 - Current
    • To constantly endeavor towards excellence in every task assigned to me with the help of my ability to learn fast and work with a team, and to apply my work experience to the best possible extent leading to both organizational and personal growth.
    • Conduct Assessments to check the product knowledge of the employees and find out the areas of opportunity and work on them to improve the quality metrics.
    • Examine and interpret data to recommend enhancements for training.
    • Effectively communicate and manage clients on a daily basis.
    • Setting performance standards to meet the service goals by tracking and evaluating team performance.
    • Performed continuous evaluations of content and plans in order to enhance delivery and improve effectiveness.
    • Tracked attendance and progress against goals for each participant.
    • Assessed employees needs to develop effective training plans.
    • Eliminated process gaps by implementing new methods of standardized training.
    • Recorded and edited videos for use in later courses or by remote learners.
    • Conduct rigorous quality checks by analyzing samples, identifying errors, and performing root cause analyses (RCAs) to improve process accuracy.
    • Provide detailed feedback documentation for error defaulters and collaborate with team members to address performance gaps.
    • Trained new Quality Auditors on best practices, increasing their proficiency in performing audits effectively.
    • Deliver real-time floor support for live cases, offering guidance and issue resolution for operational challenges.
    • Manage escalations, handle buganizer reviews, and address critical issues.
    • Collaborate with Product Support Managers (PSMs) and Engineering teams to address escalations and improve workflows, ensuring alignment with trust & Safety policies

Business Process Associate

Accenture
01.2019 - 05.2021
    • Setting performance standards to meet the service goals by tracking and evaluating team performance.
    • Mentored new hires, resulting in stronger staff development and increased productivity.
    • Analyze and understand data to suggest improvements for process.
    • Identifying problems and opportunities and performing Root Cause Analysis leading to significant business impact.
    • Drive improvements in process quality and develop process improvement initiatives.
    • Effective and excellent verbal, written communication in email writing with effective listening skills.
    • Reporting the trend and highlighting it to operation managers.

Education

MBA - Finance

Osmania University
Hyderabad, India
12.2018

B.sc - Mathematics, Computer Science and Statistics

Osmania University
Hyderabad, India
12.2015

Skills

  • Client engagement skills
  • Communication & interpersonal skills
  • RCA's
  • Microsoft Office
  • Conflict Resolution
  • Compliance and auditing
  • Creating of training plans and framework
  • Training and development
  • Flexible and Adaptable
  • Effective multi-tasking
  • Decision making

Accomplishments

  • Won star of business award in encore awards FY'20
  • Star of business in the encore awards FY'22
  • Best QA award for Q1 awards 2024

Certification

  • Accenture Certification for Quality Analyst - Global training - 2023.
  • IBM PY0101EN, Cognitive Class - Sep 2023.
  • Excel 2019: Using Basic Formulas, Skillsoft - May 2020.
  • Configuring Options & Settings, Skillsoft - April 2020.
  • Using Conditional Formulas, Skillsoft - April 2020.


Additional Information

Role 1: Interim Trainer

  • Created and conducted Process Knowledge Tests (PKTs) to evaluate the team's comprehension.
  • Identify knowledge gaps and customize training to address them effectively.
  • Conducted training sessions on new policies and procedures to ensure compliance and operational efficiency.

Role 2: Interim Team Lead

  • Assumed leadership responsibilities to ensure smooth team operations.
  • Managed team workload and resource allocation to optimize productivity.
  • Implemented effective workflow strategies to streamline processes and reduce shrinkage.

Languages

English
Hindi
Telugu
Bengali

Timeline

Quality & Training Analyst

Accenture
07.2021 - Current

Business Process Associate

Accenture
01.2019 - 05.2021

MBA - Finance

Osmania University

B.sc - Mathematics, Computer Science and Statistics

Osmania University

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Pooja Dutta