Sekhar Ghosh

Seasoned Quality Assurance Manager with over 5 years of BPO experience, leading a team of 19 QAs, 2 team leads, and an assistant manager across Travel & BFSI verticals for Voice, Chat, Email & Social Media line of businesses. Expert in designing and executing structured QA processes that ensure seamless customer support and compliance. In the BFSI domain, we conduct rigorous audits of both inbound and outbound banking and insurance calls—verifying transaction accuracy, adherence to scripts, regulatory compliance, and identifying areas for process improvement.

Key Achievements and Responsibilities:

• Developed quality measurement frameworks and scorecards tailored to banking and insurance scenarios, ensuring over 85% QA compliance consistently.
• Managed scheduling and workload distribution to ensure 100% audit completion across all channels each week.
• Analyzed QA trends and presented insights during weekly and monthly MBRs, enabling targeted coaching and workflow enhancements.
• Collaborated with training teams to implement corrective action plans, driving measurable improvements in customer satisfaction and first-call resolution.
• Enabled cross-sell and upsell performance through quality insights, contributing to revenue growth in the BFSI and Travel channels.
• Coordinated with operations to align QA findings with broader business objectives, and enhance overall customer experience.

My leadership is rooted in collaboration, data-driven insights, and adherence to quality standards, consistently delivering high-performing support environments in dynamic, multi-channel contact centers.

• Collaborated with cross-functional teams to improve quality assurance processes and reduce fraud incidents.

• Auditing calls, chats, emails and social media responses and sharing feedback with the associates.
• Conducting audits as per the business requirements and calibration.
• Preparing audit dashboard and reports using 7QC tools.
• Ensuring internal monitoring are in sync with the external scores provided by the clients for the site.
• Participating in Weekly Business Review, Monthly Business Review to share inputs from Quality perspective.

• Answering incoming calls, chats from international customers and respond to their queries.
• Provide delightful experience to the customers by resolving their issues.
• Resolving customers software related technical issues by taking remote access of their devices.
• Follow up with the customers whenever necessary.
• Maintain KPIs and KRAs on monthly basis.

• It was a contractual role wherein I had to identify outstanding account variables.
• Contact clients to discuss their overdue payments.
• Follow up for payment collection from customer.
• Prepare and present reports on collection activities.