Prodip Banerjee
Quality Assurance Supervisor
Mohali
Summary
An organized & attentive LSSGB Certified Quality & Training professional with 12+ years of experience developing standards & procedures, evaluating compliance metrics alogn with establishing training needs.
Overview
15
15
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Quality Assurance Supervisor
TaskUs India Pvt Ltd
Mohali
10.2021 - Current
- Oversaw onboarding and training of new employees to promote qualified and well-coordinated quality assurance team.
- Analyzing BAU, DSAT, FCR, Complaince & FMEA audits to identify non-conformances and sharing Inferences with Stakeholders Process Improvement and Risk Identification
- Weekly, Monthly & Quarterly Business Reviews with Internal Stakeholders
- Weekly & Monthly Calibration and Reporting
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Assistant Manager
Teleperformance India Pvt Ltd
Mohali
04.2021 - 10.2021
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Determined quality assurance benchmarks and set standards for improvement.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
Lead Training & Quality
Concentrix India Pvt Ltd
Chandigarh
06.2020 - 03.2021
- Planned and led training programmes on staff development.
- Conducted evaluations of training courses to uncover areas in need of improvement.
- Used outstanding interpersonal and relationship-building skills to engage and motivate teams throughout intensive training programmes.
- Performed Training Needs Analyses to gauge customer requests.
- Calculated costs of training programmes to align with required budget.
- Recruited, hired and provided training for new trainers to complement workforce.
- Conducted performance evaluations to assess skills and progress of employees.
- Provided clear online meeting invites with detailed joining instructions, aiding prompt attendance.
- Assigned tests and quizzes to measure information retention of employees.
- Directed one-on-one or group sessions with managers and trainers to resolve training problems.
Trainer
Teleperformance India Pvt Ltd
Mohali
12.2019 - 05.2020
- Created successful training courses based on evaluation of student needs.
- Reduced process gaps by effectively training new hires on best practices and protocols.
- Developed long-term training strategies for new and existing employees across multiple departments.
- Delivered training programmes within allocated timeframes.
- Engaged employees in new learning and development schemes.
Senior Analyst - Trainer
EClerx India Pvt Ltd
Chandigarh
12.2014 - 12.2019
- Provided additional materials to enhance training.
- Documented participant attendance, engagement and progress.
- Set up and maintained virtual training portals, enabling accessible resources.
- Mentored learners to build subject confidence and competence.
- Developed training programmes to meet business and learner requirements.
- Met individual needs through attentive, student-centred training approaches.
Lead Operations
Concentrix India Pvt Ltd
Gurgaon
02.2011 - 10.2014
- Led staff meetings to delegate tasks, assign workloads and communicate changing priorities.
- Verified that teams carried out tasks in compliance with company regulations.
- Monitored team performance, providing suggestions for improvement and training programmes to increase team efficiency
- Managed and mentored team of [25] to deliver exceptional service.
- Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
- Evaluated team performance and provided constructive feedback to improve daily goal achievement.
Customer Care Executive
Ojas India Pvt Ltd
Panchkula
08.2008 - 07.2009
- Took ownership of enquiries, effectively handling any customer issues to ensure suitable resolutions for customers.
- Addressed complex customer complaints transferred by the team, skilfully solving in an efficient and effective manner to maintain customer satisfaction.
- Maintained excellent customer relationships by efficiently solving queries, complaints and issues.
- Ensured customer service stayed excellent, attentive and helpful by proactively going the extra mile to assist customer needs.
- Handled customer complaints, listened politely and professionally to customers and found resolutions or escalated to management.
Education
Masters Of Science - ATHM
Punjab Technical University
Mohali 08.2009 - 05.2011
Bachelor Of Science - Information Technology
Sikkim Manipal University
Gangtok 06.2005 - 05.2008
Skills
Sampling
Root Cause Analysis
Process Improvement
MS Office & G Suite
Presentation &Faciltation
Certification
Lean Six Sigma Green Belt
Timeline
Lean Six Sigma Green Belt
02-2023
Excellence in Continuous Improvement Leadership
02-2023
Quality Assurance Supervisor
TaskUs India Pvt Ltd
10.2021 - Current
Assistant Manager
Teleperformance India Pvt Ltd
04.2021 - 10.2021
Lead Training & Quality
Concentrix India Pvt Ltd
06.2020 - 03.2021
Trainer
Teleperformance India Pvt Ltd
12.2019 - 05.2020
Senior Analyst - Trainer
EClerx India Pvt Ltd
12.2014 - 12.2019
Lead Operations
Concentrix India Pvt Ltd
02.2011 - 10.2014
Masters Of Science - ATHM
Punjab Technical University
08.2009 - 05.2011
Customer Care Executive
Ojas India Pvt Ltd
08.2008 - 07.2009
Bachelor Of Science - Information Technology
Sikkim Manipal University
06.2005 - 05.2008