Poulami Das
Kolkata,West Bengal
Summary
Detail-oriented Quality Assurance Manager with extensive 9+ years' experience in Business Process Outsourcing (BPO) environments. Currently seeking new career opportunities due to recent organization's process ramp down. Dedicated to ensuring the highest standards of service quality, process efficiency, and client satisfaction. Seeking to leverage proven leadership abilities, strong analytical skills, and a commitment to continuous improvement to drive excellence within your organization. Eager to contribute expertise in quality assurance methodologies, process optimization, and team development to support organizational goals and deliver superior results in the BPO industry. Adaptable Quality Manager with 4+ years background in implementing and developing improvement processes through collaboration with cross-functional teams. First-rate computer, analysis and research skills. Specialties include achieving set targets, generating new strategies and maintaining accurate records. Adaptable Quality Manager with a 4 years background in implementing and developing improvement processes through collaboration with cross-functional teams. First-rate computer, analysis and research skills. Specialties include achieving set targets, generating new strategies and maintaining accurate records.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Quality Manager
Teleperformance (lululemon Athletica_International Process)
11.2023 - 04.2024
- Developing Quality Assurance Strategies: Design and implement quality assurance strategies and programs to ensure compliance with client requirements, industry standards, and regulatory guidelines
- Process Improvement: Identify areas for process improvement and develop action plans to address deficiencies in service quality, efficiency, and effectiveness
- Quality Monitoring and Evaluation: Establish quality monitoring mechanisms to evaluate the performance of BPO processes, including call monitoring, transaction reviews, and quality audits
- Training and Development: Provide training and coaching to BPO staff to enhance their skills, knowledge, and adherence to quality standards and best practices
- Quality Metrics and Reporting: Define key performance indicators (KPIs) and quality metrics to measure and track performance of BPO operations
- Prepare regular reports and dashboards to communicate quality performance to stakeholders
- Client Relationship Management: Collaborate with clients to understand their quality expectations, address concerns, and implement corrective actions as needed to meet service level agreements (SLAs) and performance targets
- Root Cause Analysis: Conduct root cause analysis of quality issues, customer complaints, and service failures to identify underlying causes and implement preventive measures
- Compliance and Risk Management: Ensure compliance with regulatory requirements, data protection laws, and industry standards related to quality management and information security
- Continuous Improvement: Foster a culture of continuous improvement within the organization by promoting quality awareness, soliciting feedback from stakeholders, and implementing best practices
- Team Leadership: Lead a team of quality assurance analysts, supervisors, and specialists, providing guidance, direction, and support to achieve departmental objectives and targets.
- Managed root cause analysis investigations, determining underlying issues in product failures and implementing corrective actions as necessary.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Facilitated cross-functional team collaboration, ensuring seamless communication between departments regarding quality matters.
- Conducted thorough audits to ensure adherence to industry standards and regulatory requirements, maintaining compliance consistently.
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Coordinated and oversaw periodic audits to evaluate product quality and safety and address non-conformances.
- Provided training to employees on best practices in quality management, fostering a culture of excellence within the organization.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Improved quality processes for increased efficiency and effectiveness.
- Streamlined production processes by identifying areas for improvement and implementing corrective actions.
- Wrote and implemented new rework procedures to standardize processes and streamline workflow.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Promoted a proactive approach to risk management within the organization, mitigating potential concerns before they escalated into larger issues.
- Led continuous improvement initiatives by actively seeking opportunities for process optimization and cost reduction.
- Increased efficiency of the QMS by regularly reviewing procedures and making updates based on changing business needs or industry advancements.
Quality Manager (Managing Both Training and Quality)
Workindia
06.2023 - 09.2023
- Managing a Team of QTL, Quality Analysts and also managing Training Process
- Managing the training part, Preparing SOP's, arranging TNI, refresher training, PIP and NHT
- Taking interviews for the Quality Analyst applicants and shortlist them as per the requirements
- Taking Daily morning Huddles to set the day agenda and targets, guiding the day plan to fulfill the KRA's
- Weekly reviews with the business partners for keeping track on the team performance
- Weekly conducting one-on-one sessions with Quality team members for the performance improvement
- Conducting Certification for the new joiners i.e mock calls, certification calls audit, mock tests
- Conducting Quality Sessions for the new joiners and arranging refresher sessions on the new updates (Process/ product) for the existing advisors
- Publishing Quality Dashboard on weekly basis to the management
- Keeping Track on Process Trends, Dip Checks-Weekly basis to monitor the scope of improvements
- Analyze and Report Trends in Agents/Process performance.
- Monthly Performance review with the Stake holders and the higher management
- Implement corrective action plans as and when required
- Recommend initiatives to improve transaction Quality through new quality tools and Motivational approach
- Identify bottom Quartile and conduct required steps to improve them
- Managed and archived quality documentation and participated in internal and external quality audits.
- Facilitated cross-functional team collaboration, ensuring seamless communication between departments regarding quality matters.
- Conducted thorough audits to ensure adherence to industry standards and regulatory requirements, maintaining compliance consistently.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Coordinated and oversaw periodic audits to evaluate product quality and safety and address non-conformances.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Improved quality processes for increased efficiency and effectiveness.
- Streamlined production processes by identifying areas for improvement and implementing corrective actions.
- Wrote and implemented new rework procedures to standardize processes and streamline workflow.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Promoted a proactive approach to risk management within the organization, mitigating potential concerns before they escalated into larger issues.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Developed detailed plans based on broad guidance and direction.
- Managed root cause analysis investigations, determining underlying issues in product failures and implementing corrective actions as necessary.
- Led continuous improvement initiatives by actively seeking opportunities for process optimization and cost reduction.
- Increased efficiency of the QMS by regularly reviewing procedures and making updates based on changing business needs or industry advancements.
- Drove process standardization by creating and implementing SOPs, resulting in increased efficiency and reduced deviations.
Quality Manager
Startek (Flipkart Seller Support Process)
11.2022 - 06.2023
- Managing a Team of 2 Quality TL's, 24 Quality Analysts for the aligned Processes
- Handling entire Quality management of Flipkart Seller and Non-support with 17 Lobs'
- Taking interviews for the Quality Analyst applicants and shortlist them as per the requirements
- Taking Daily morning Huddles to set the day agenda and targets, guiding the day plan to fulfil the KRA's
- Weekly reviews with the business partners for keeping track on the team performance
- Weekly conducting one-on-one sessions with Quality team members for the performance improvement
- Conducting Certification for the new joiners i.e mock calls, certification calls audit, mock tests
- Conducting Quality Sessions for the new joiners and arranging refresher sessions on the new updates (Process/ product) for the existing advisors
- Publishing Quality Dashboard on weekly basis to the management
- Keeping Track on Process Trends, Dip Checks-Weekly basis to monitor the scope of improvements
- Analyse and Report Trends in Agents/Process performance
- Maintain consistent communication with team, peers and Sr
- Management
- Conducting Call Listening Session twice a week
- Conducting call calibration weekly basis within the team and also with the Higher Management and stakeholders
- Monthly Performance review with the Stake holders and the higher management
- Implement corrective action plans as and when required
- Recommend initiatives to improve transaction Quality through new quality tools and Motivational approach
- Identify bottom Quartile and conduct required steps to improve them
- Conducting RNR programme on monthly basis, sharing token of appreciation for the achievers to motivate the Team.
- Managed root cause analysis investigations, determining underlying issues in product failures and implementing corrective actions as necessary.
- Managed and archived quality documentation and participated in internal and external quality audits.
- Facilitated cross-functional team collaboration, ensuring seamless communication between departments regarding quality matters.
- Conducted thorough audits to ensure adherence to industry standards and regulatory requirements, maintaining compliance consistently.
- Evaluated quality problems and performed assessments to identify and resolve issues.
- Mentored and encouraged employees to strive for excellence while fostering professional growth.
- Coordinated and oversaw periodic audits to evaluate product quality and safety and address non-conformances.
- Provided training to employees on best practices in quality management, fostering a culture of excellence within the organization.
- Updated quality control standards, methods, and procedures to meet compliance requirements.
- Improved quality processes for increased efficiency and effectiveness.
- Streamlined production processes by identifying areas for improvement and implementing corrective actions.
- Wrote and implemented new rework procedures to standardize processes and streamline workflow.
- Increased customer satisfaction through adherence to quality standards and customer requirements.
- Promoted a proactive approach to risk management within the organization, mitigating potential concerns before they escalated into larger issues.
- Led continuous improvement initiatives by actively seeking opportunities for process optimization and cost reduction.
- Increased efficiency of the QMS by regularly reviewing procedures and making updates based on changing business needs or industry advancements.
- Drove process standardization by creating and implementing SOPs, resulting in increased efficiency and reduced deviations.
- Calibrated instruments and scales in production area and quality lab.
- Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
- Mentored junior staff members in quality management principles, fostering professional growth among team members.
- Optimized supply chain operations through close collaboration with vendors on quality assurance matters, improving supplier relationships over time.
- Enhanced customer satisfaction by monitoring and addressing customer complaints promptly and efficiently.
- Inspected inbound and outbound products for compliance with established industry standards, company policies, and procedures.
- Sorted product and provided expertise on non-conforming product requirements.
- Devised specifications for processes.
- Equipped and organized facility to comply with company strategy for online and offline quality controls.
- Evaluated and approved new suppliers based on thorough assessments of their quality management systems, ensuring ongoing reliability in the supply chain.
- Developed and deployed production control plans and created work instructions and procedures.
- Ensured consistent delivery of high-quality products by closely supervising production teams throughout manufacturing processes.
- Collaborated with suppliers to improve raw material quality, ensuring consistency across all sourced components.
- Improved product quality by implementing stringent inspection processes and quality control measures.
- Championed data-driven decision making by conducting regular reviews of performance metrics and adjusting strategies accordingly.
- Reduced product defects by introducing advanced testing methodologies and equipment into production processes.
- Liaised with HR manager to organize and perform quality standard training for new and existing staff.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Provided observations, took measurements, and performed tests at various stages according to quality control plan.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Established team priorities, maintained schedules and monitored performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Launched quality assurance practices for each phase of development
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Developed detailed plans based on broad guidance and direction.
- Managed senior-level personnel working in marketing and sales capacities.
Quality Manager
Religare Broking Limited
07.2021 - 11.2022
- Team Management - Managing a Team of Quality Analysts for aligned Processes
- Handling entire Quality management of two sales process account opening and trading
- Taking interviews for the Quality Analyst applicants and shortlist them as per the requirements
- Taking Daily morning Huddles to set the day agenda and targets, guiding the day plan to fulfill the KRA's
- Weekly reviews within the team for keeping track on their performance and guiding the areas of improvements
- Weekly conducting one-on-one sessions with Quality team members for the performance improvement
- Quality Activities - Audits and sharing feedback (Face to face, Written, Virtual) with the advisors on daily basis for the continuous improvement of the process
- Conducting Certification for the new joiners i.e mock calls, certification calls audit, mock tests
- Conducting Quality Sessions for the new joiners and arranging refresher sessions on the new updates (Process/ product) for the existing advisors
- Publishing Quality Dashboard on weekly basis to the management
- Keeping Track on Process Trends, Dip Checks-Weekly basis to monitor the scope of improvements
- Analyze and Report Trends in Agents/Process performance
- Maintain consistent communication with team, peers and Sr
- Management
- Conducting Call Listening Session twice a week
- Conducting call calibration weekly basis within the team and also with the Higher Management and stakeholders
- Monthly Performance review with the Stake holders and the higher management
- Implement corrective action plans as and when required
- Recommend initiatives to improve transaction Quality through new quality tools and Motivational approach
- Identify bottom Quartile and conduct required steps to improve them
- Conducting RNR program on monthly basis, sharing token of appreciation for the achievers to motivate the Team.
Quality Assistant Manager
Axis Bank
09.2019 - 05.2021
- Team Management - Managing a Team of Quality Analysts for aligned Processes
- Handled many teams and process of Axis Bank i.e Credit Card, Prime, Priority, ANC, CASA, CVM, CC Upsell
- Auditing Calls, Video, chats and sharing feedback for all the Non-Fatal and Fatal Audits on daily basis
- Conducting Certification process for the new joiners
- Conducting call listening Sessions on weekly basis
- Publishing Quality Dashboard for aligned process to the management on monthly basis
- Ensuring regular team huddles, training sessions & ensure discipline in process
- Taking Initiatives to improvise the process functioning
- Internal and cross site Quality check and communications to be ensured with the team
- Identify bottom Quartile agents and conduct required steps to improve them
- Implement corrective action plans as and when required.
- Instituted regular review meetings with stakeholders to discuss ongoing projects, aligning expectations and driving consistent progress towards objectives.
- Streamlined internal procedures to ensure faster turnaround times for quality assessments, boosting operational efficiency.
- Led cross-functional teams in continuous improvement initiatives, optimizing processes for increased productivity and cost savings.
- Collaborated with production team to identify areas of improvement, resulting in enhanced process capabilities and reduced rejections.
- Enhanced overall product quality by implementing efficient inspection processes and monitoring systems.
- Established key performance indicators for the Quality department, enabling data-driven decision-making and goal setting.
- Reduced defect rates with thorough root cause analysis and subsequent corrective actions.
- Developed and maintained a robust quality management system, facilitating compliance with industry regulations and certifications.
- Spearheaded risk assessment efforts to proactively identify potential issues, mitigating adverse impacts on product quality or delivery timelines.
- Delivered training programs for staff on quality principles, improving knowledge base and cultivating a culture of excellence.
- Conducted comprehensive audits on suppliers, ensuring adherence to company standards and fostering strong partnerships.
- Evaluated performance metrics against established benchmarks, identifying gaps in current practices and recommending improvements accordingly.
- Performed detailed statistical analysis on collected data sets to identify trends in manufacturing processes that required attention.
- Improved customer satisfaction scores through timely resolution of product-related issues and effective communication.
- Mentored junior members of the Quality team providing guidance on best practices related to inspection, documentation and reporting.
- Investigated customer complaints and performed corrective actions to resolve quality issues.
- Performed root cause analysis to identify and resolve quality issues and defects.
- Conducted process and system audits to identify areas of improvement and enforce compliance with industry standards.
- Assessed product quality by monitoring quality assurance metrics, reports and dashboards.
- Conducted risk assessments to identify and mitigate potential quality issues.
- Developed and implemented comprehensive quality assurance plans to monitor product quality and adherence to regulatory standards.
- Created and maintained quality management systems to align with industry standards.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
- Inspected products and worker progress throughout production.
- Implemented new quality assurance and customer service standards.
- Assured consistent quality of production by implementing and enforcing automated practice systems.
- Evaluated interactions between associates and customers to assess personnel performance.
- Established and tracked quality department goals and objectives.
- Tracked quality issues with external customers, suppliers, and internal plant operations.
- Determined quality department standards, practices, and procedures.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
Quality Analyst
Cogent E Services (Zomato Process)
10.2018 - 08.2019
- As a Quality Analyst Handled Zomato Chat Process, Auditing chats and calls and immediate feedback shared with the associates
- Conducted Call Listening sessions, Huddles, Deep Checks on Weekly basis to improve the performance of the Associates.
- Analyzed quality and performance data to support operational decision-making.
- Created and revised procedures, checklists and job aids to reduce errors.
- Developed and maintained quality assurance procedure documentation.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
Quality Analyst
Flipkart Internet PVT LTD
04.2018 - 09.2018
- Conducted external audit for third-party employees and used share feedback over calls and mails on weekly basis.
Technical Support Engineer
Flipkart Internet PVT LTD
01.2015 - 04.2018
- Handled inbound and out bound calls, worked as L2 advisor and used to Trouble shoot Customers Smart Phones and Laptops and tried understanding the issues, sometimes taken remote access and if found faulty then used create return for the same
- Worked on different internal teams and domains of Flipkart i.e Return Management Team, Tech Visit, Collection Team 'Buy now Pay later', Drop ship and etc.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided remote assistance to clients, ensuring timely resolution of software and hardware concerns.
Education
Bachelor of Engineering in Computer Science & Technology - Computer Science Engineering
Swami Vivekananda Institute of Science And Technology
Kolkata, India07.2013
Skills
- Understanding of BPO Operations
- Quality Management Systems (QMS)
- Analytical Skills
- Attention to Detail
- Communication Skills
- Problem-Solving Skills
- Leadership and Team Management
- Training and Development
- Customer Focus
- Adaptability and Flexibility
- Technology Proficiency
- Documentation and Reporting
- Customer Focus
- Adaptability and Flexibility
- Technology Proficiency
- Documentation and Reporting
Certification
- Certified Lean Six Sigma Green Belt (Accredited)
- Certified on Project Management Course
- Power BI( Pursuing)
Languages
English
Hindi
Bengali
Awards
Received 'Best Employee Award' for the best performance of the Quarter in Flipkart.
Project
FTR and GSAT Improvement: Initiated Lean Six sigma project for the recent company teleperformance using DMAIC methodology.
Timeline
Quality Manager
Teleperformance (lululemon Athletica_International Process)
11.2023 - 04.2024
Quality Manager (Managing Both Training and Quality)
Workindia
06.2023 - 09.2023
Quality Manager
Startek (Flipkart Seller Support Process)
11.2022 - 06.2023
Quality Manager
Religare Broking Limited
07.2021 - 11.2022
Quality Assistant Manager
Axis Bank
09.2019 - 05.2021
Quality Analyst
Cogent E Services (Zomato Process)
10.2018 - 08.2019
Quality Analyst
Flipkart Internet PVT LTD
04.2018 - 09.2018
Technical Support Engineer
Flipkart Internet PVT LTD
01.2015 - 04.2018
Bachelor of Engineering in Computer Science & Technology - Computer Science Engineering
Swami Vivekananda Institute of Science And Technology
- Certified Lean Six Sigma Green Belt (Accredited)
- Certified on Project Management Course
- Power BI( Pursuing)
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