Shirshendu Dev
Delhi
Summary
Dynamic and results-driven professional with 5.5 years of experience in BPO Industry. Skilled in client relationship management, operations, sales, customer service, project management. Adept at delivering high-quality outcomes, optimizing processes, and driving business growth through innovative strategies and strong interpersonal skills. Known for problem-solving ability, leadership, teamwork, or adaptability. Seeking to leverage expertise in specific Quality to contribute to organizational success and growth.
Overview
6
6
years of professional experience
Work History
Senior Quality Analyst
Adroit Synergies Pvt. Ltd
Noida
08.2023 - 09.2025
- Managing Quality Team (Domestics & International) both.
- Collaborated with cross-functional teams to ensure quality standards are met.
- Trained junior analysts on best practices in quality assurance processes.
- Reviewed and documented test results to identify areas for improvement.
- Facilitated regular meetings to discuss project updates and quality concerns.
- Performed root cause analysis of reported defects and developed corrective action plans accordingly.
- Auditing Calls
- Sharing Feedbacks
- Interacting with clients
- Creating Dashboards Manually
- Doubt clearing sessions
- TNI refresher sessions
- Monitored and facilitated bug resolutions to optimize software.
- Met project scope and delivery dates by planning optimal testing schedules.
- Managed planning, balancing and delegation of testing work.
- Implemented changes based on customer feedback to improve overall satisfaction with products.
- Conducted internal audits of production facilities to ensure compliance with safety regulations and industry standards.
- Monitored performance metrics to assess the effectiveness of quality control initiatives.
- Managed a team of Quality Analysts and provided guidance on best practices for testing protocols.
Quality Analyst
Adroit Synergies Pvt. Ltd
Noida
02.2022 - 08.2023
- Conducted thorough quality assessments on software applications and systems.
- Developed and maintained detailed documentation for testing processes and outcomes.
- Collaborated with development teams to identify and resolve quality issues.
- Executed test plans and test cases to ensure product compliance with standards.
- Analyzed defect reports to track patterns and recommend improvements.
- Facilitated training sessions on quality assurance protocols for new team members.
- Utilized automated testing tools to enhance efficiency in testing procedures.
- Maintained quality assurance procedure documentation.
- Evaluated performance metrics from existing processes to recommend improvements in product quality.
Quality Analyst
Bharat Bpo Pvt. Ltd
Ghaziabad
01.2021 - 02.2022
- Evaluated call quality using advanced monitoring tools and guidelines.
- Provided feedback to agents based on call observations and quality standards.
- Collaborated with team leads to enhance training materials and processes.
- Conducted regular audits of calls to ensure compliance with company policies.
- Developed reports highlighting trends in call performance and agent efficiency.
- Reviewed customer interactions to identify areas for service improvement strategies.
- Ensured compliance with applicable laws, regulations, and company policies.
- Monitored customer interactions to identify areas of improvement in call quality and customer service.
- Identified opportunities for continuous improvement in processes that impact the quality of incoming calls.
Customer Care Executive
Bharat Bpo Pvt. Ltd
Ghaziabad
11.2019 - 12.2020
- Handling enquiry calls related to train (Arrival & Departure, PNR, Train Status)
- Managed customer inquiries through phone and email support channels.
- Assisted customers with product information and service-related questions.
- Raising complaints related to harassment or misbehaviour done by TTE, railway staffs, CRPF and any people travelling in train.
- Arranging medical help to the passengers who are travelling in train and they need medical emergency.
Education
B.com Honors - Accounts
Delhi University
12th - Commerce
NIOS (National Institute of Open Schooling)
10th - Commerce
Flora Dale Senior High School
Skills
- Microsoft Office
- Word
- PowerPoint Presentation
- Advance Excel
- Teamwork and Collaboration
- Leadership
- Adaptability
- Time Management
Projects
- Vi Postpaid & Prepais Campaign MNP Retention (Rest of Bengal, Kolkata & Bihar).
- Priority Campaign-Proactive & Re-active & VOL Churn (Rest of Bengal & Kolkata).
- Family De-Linking (Rest of Bengal & Kolkata).
- Vi Welcome Onboarding (Delhi, Haryana & Punjab).
- Vi NPD (Non Payment Disconnection) - Circle (Delhi, Haryana & Punjab).
- Vi TAFCOP (Delhi, Haryana, Rajasthan & Punjab).
- Urban Company (Global) (Blended).
Languages
English
Upper Intermediate
B2
Bengali
Proficient
C2
Hindi
Proficient
C2
Personal Information
Disclaimer
I hereby declare that all the above information is correct as best of my knowledge.
Timeline
Senior Quality Analyst
Adroit Synergies Pvt. Ltd
08.2023 - 09.2025
Quality Analyst
Adroit Synergies Pvt. Ltd
02.2022 - 08.2023
Quality Analyst
Bharat Bpo Pvt. Ltd
01.2021 - 02.2022
Customer Care Executive
Bharat Bpo Pvt. Ltd
11.2019 - 12.2020
B.com Honors - Accounts
Delhi University
12th - Commerce
NIOS (National Institute of Open Schooling)
10th - Commerce
Flora Dale Senior High School