Prasenjit Adhikary
Bengaluru
Summary
Dynamic Senior Quality Analyst with proven expertise at Acko General Insurance Ltd., excelling in call and email monitoring and root cause analysis. Spearheaded projects enhancing associate performance and facilitated targeted training sessions. Adept in data analysis and team collaboration, consistently driving quality improvements and operational excellence.
Overview
7
7
years of professional experience
2
2
Certifications
Work History
Senior Quality Analyst
Acko Technology & Services Pvt. Ltd..
Bengaluru
04.2023 - Current
- Executed daily call and email audits to assess associate quality levels.
- Identified critical errors in real-time while conducting quality sessions for associates.
- Performed dip checks on underperforming associates and organized targeted training sessions.
- Conducted root cause analyses for CEO and grievance-level escalations.
- Led projects including CES and CSAT conversion for Health LOB, enhancing associate performance.
- Facilitated weekly calibrations to align team performance with quality standards.
- Shared weekly and month-to-date reports with operations team to inform associates of scores and improvement suggestions.
- Utilized MS Excel to prepare detailed reports, demonstrating proficiency in reporting tools.
Quality Analyst
Startek
Bengaluru
07.2021 - 03.2023
- Audited calls and emails to provide real-time feedback to consultants.
- Conducted weekly calibration sessions to align with process changes.
- Worked closely with defaulters through one-on-one coaching sessions to enhance PCD.
- Identified critical aspects of performance and communicated findings to managers and team leaders.
- Monitored compliance with processes, reporting critical issues to respective team leaders.
- Collaborated with audit teams to assess adherence to standards and improve quality.
Quality Analyst
Cogent e-services Pvt. Ltd.
Bengaluru
10.2020 - 07.2021
- Achieved promotion to Quality Analyst through internal job posting within organization.
- Conducted audits of calls and emails from consultants, providing real-time feedback.
- Facilitated weekly calibrations to remain informed of process changes and maintain alignment.
- Engaged closely with defaulters through one-on-one sessions to enhance performance metrics.
- Identified critical aspects of performance and communicated findings to managers and team leaders.
Customer Support Associate
Cogent e-services Pvt. Ltd.
Bengaluru
04.2019 - 09.2020
- Managed multiple LOBs, including Large Service Desk and Mobile Tech visit, at Flipkart.
- Handled escalation calls and emails at L2 level, ensuring thorough follow-up.
- Collaborated with L3 POCs to achieve effective resolutions for customer issues.
- Achieved overall rating of 4.7 out of 5 throughout tenure.
- Maintained quality score of 93.5% during entire employment.
Education
Bachelor of Technology - Electronics and Communication Engineering
Camellia Institute of Engineering and Technology
Burdwan06.2016
10+2 -
B. D. Jain Modern School
Coochbehar03.2012
10th -
B. D. Jain Modern School
Coochbehar03.2010
Skills
- Call and email monitoring
- Data analysis
- Microsoft Office proficiency
- Report preparation
- Root cause analysis
- Team collaboration
- Documentation expertise
- Leadership in teams
- Project planning
- Quality assessment
Accomplishments
Entitled Best Performer for the Month of September 2019, and certified with Flipkart's on-the-spot recognition award.
Languages
- English, Read, Write, Speak
- Bengali, Read, Write, Speak
- Hindi, Read, Write, Speak
- Assamese, Read, Write
Personal Information
- Date of birth: 03/11/1993
- Nationality: Indian
- Place of birth: Guwahati
Certification
Generative AI Mastermind from Outskill.
Declaration
I do hereby declare that the above information is true to the best of my knowledge
Prasenjit Adhikary
(Signature)
Timeline
Senior Quality Analyst
Acko Technology & Services Pvt. Ltd..
04.2023 - Current
Quality Analyst
Startek
07.2021 - 03.2023
Quality Analyst
Cogent e-services Pvt. Ltd.
10.2020 - 07.2021
Customer Support Associate
Cogent e-services Pvt. Ltd.
04.2019 - 09.2020
Bachelor of Technology - Electronics and Communication Engineering
Camellia Institute of Engineering and Technology
10+2 -
B. D. Jain Modern School
10th -
B. D. Jain Modern School