Shrijita Das
Senior Quality Analyst
Mumbai
Summary
Dynamic Senior Quality Analyst with over 8 years of comprehensive experience in Service and BFSI Operations, specializing in quality management and process improvement. A proven track record of evaluating and enhancing customer interactions through effective auditing, root cause analysis, and continuous improvement initiatives. Demonstrates strong analytical skills and a commitment to excellence, consistently driving improvements in customer service and operational efficiency. Adept at mentoring teams and facilitating coaching sessions to elevate performance standards. Passionate about project management and automation, with a solid foundation in BFSI and a Six Sigma Green Belt pursuit.
Overview
8
8
years of professional experience
Work History
Senior Quality Analyst
Firstsource Solutions
Mumbai
03.2024 - Current
- Ensured timely completion of tasks like NPS analysis checks, escalation resolutions, sales evaluations, and hygiene assessments daily.
- Facilitated training sessions on quality behaviors and Zero Tolerance Policies (ZTPs).
- Executed supervisor assessments and distributed comprehensive NPS reports to stakeholder groups.
- Ensured all New Hires completed certifications before starting the OJT phase.
- Engaged in internal calibration with internal stakeholders and onshore client.
Quality Analyst
Accenture
Bangalore
10.2021 - 02.2024
- Conducted regular team audits to identify areas needing improvement.
- Met process audit goals each month. Facilitated monthly process PKT and security PKT completions.
- Facilitated daily huddles and provided weekly process updates. Carried out refresher sessions and one-on-one feedback meetings with advisors to enhance performance.
- Performed regular weekly and monthly evaluations with operations.
- Collaborated with the automation team to implement automatic incident ticket checks.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
Customer Support Executive
Crossbeats
Bangalore
08.2021 - 10.2021
- Resolved customer queries related to products in an e-commerce startup. Collaborated with internal teams to ensure delivery confirmations.
- Consistently cover end-to-end support by meeting daily tasks.
- Managed approximately 20 incoming chats and emails from customers per day.
Issue Resolution Analyst
Athenahealth
Chennai
02.2020 - 07.2021
- Assessed various client cases through SaaS and developed tailored solutions
- Coordinate with different insurance companies to receive claim denials and verify the reasons for the refusal. Review the client's issues on the Athenanet portal and check the resolution in the test environment before making the changes in a production environment
- Displayed strong analytical skills by navigating through various applications and reviewing process guidelines for effective decision-making
Senior Customer Service Executive
HCL Technologies
Chennai
10.2017 - 01.2020
- Verified patient procedure authorizations from insurance payers while working on a US healthcare project as a customer support advisor.
- Demonstrated capability to handle multiple tasks efficiently in a fast-paced environment.
- Promoted internally as SME to assist new joiners in completing Academy Bay and Glide Path.
- Facilitated clarification of queries during daily huddles.
Customer Service Representative
SCIO Management
Chennai
05.2017 - 10.2017
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Master of Science - Chemical Engineering
National Institute of Technology, Durgapur
Durgapur, IN-WB07.2016
Bachelor of Science - Chemical Engineering
DIATM, WBUT
Durgapur, IN-WB06.2014
Skills
Quality management
Education
other,other
Timeline
Senior Quality Analyst
Firstsource Solutions
03.2024 - Current
Quality Analyst
Accenture
10.2021 - 02.2024
Customer Support Executive
Crossbeats
08.2021 - 10.2021
Issue Resolution Analyst
Athenahealth
02.2020 - 07.2021
Senior Customer Service Executive
HCL Technologies
10.2017 - 01.2020
Customer Service Representative
SCIO Management
05.2017 - 10.2017
Master of Science - Chemical Engineering
National Institute of Technology, Durgapur
Bachelor of Science - Chemical Engineering
DIATM, WBUT
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