Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Personal Information
Timeline
Generic

Siddhant Guha

Bangalore

Summary

Intend to build a career with a leading corporation in a hi-tech environment with committed & dedicated people, which will help me to explore myself fully and realize my potential. I am looking for the advancement of my career goals as well as organizational objectives.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Sr. Quality Analyst

Starmark Software Pvt. Ltd.
10.2022 - Current
  • Audit customer service interaction quality for medical industry regulations and organizational standards.
  • Enhanced the accuracy and effectiveness of customer service operations through the implementation of quality improvement processes.
  • Enhanced customer service delivery by analyzing and evaluating customer interactions through various channels.
  • Measured performance indicators like call handling time, customer satisfaction scores etc.
  • Worked with colleagues from other departments in creating training programs that foster adherence to quality standards.
  • Analyzed complaints to pinpoint root causes and instituted appropriate corrective actions leading to increased client satisfaction.
  • Maintained detailed records of audits and generated regular performance improvement reports.
  • Monitored customer interactions to ensure consistent evaluation procedures during calibration sessions.
  • Took ownership of identifying knowledge gaps and implementing relevant training interventions within the team.
  • Created process knowledge tests to assess representative proficiency and understanding in policy guided environments.
  • Engaged in various initiatives aimed at improving the customer experience to meet organizational goals.

Quality Analyst

Gallagher Service Center LLP
09.2018 - 01.2022
  • Experience in the Insurance domain, thorough understanding of healthcare products.
  • Started in the Operations team for 9 months before being promoted to Work with Quality Team for Internal Audit.
  • Experienced in strategic resource allocation and effective goal attainment.
  • Excelled in creating high-quality, impactful PowerPoint presentations.
  • Updated of weekly / monthly reports, daily schedules & status via email to the Operations Team.
  • Liaise with the Operations team to discuss process plans and functionalities.
  • Periodically reviewing and updating process-specific documentation for accuracy and completeness.
  • Root Cause Analysis, Top Performer evaluation Cross-Training Soft Skills Training.

Travel Consultant (KYC Analyst)

VIA.COM
06.2016 - 12.2017
  • Collecting documentation from new agents.
  • Collaborated with sales team to ensure accurate address confirmation and activation of agent ids by sending validated paperwork.
  • Managed agents globally to resolve their issues.
  • Ensured seamless information exchange between sales team and agents, creating a supportive environment for problem-solving.
  • Processed payments from customers using a variety of methods such as credit cards, cash or checks.

Education

BBA - Marketing

Bishop Cotton Academy of Professional Management
Bangalore
05-2017

Skills

  • MS Excel
  • Lean Six Sigma
  • Statistical process control
  • Defect analysis
  • Root cause identification
  • Process Documentation
  • Analytical Thinking
  • Problem-solving abilities
  • Multitasking
  • Quality assurance experience
  • Business process improvement
  • Data Analysis
  • Audit processes
  • Quality Improvement

Accomplishments

  • Shining Star Award
  • Star of the Month

Certification

  • Lean Six Sigma Green Belt

Languages

English, Hindi, and Bengali.

Personal Information

  • Father's Name: Sujit Kumar Guha
  • Date of Birth: 19/12/1994
  • Gender: Male
  • Nationality: Indian
  • Religion: Hindu

Timeline

Sr. Quality Analyst

Starmark Software Pvt. Ltd.
10.2022 - Current

Quality Analyst

Gallagher Service Center LLP
09.2018 - 01.2022

Travel Consultant (KYC Analyst)

VIA.COM
06.2016 - 12.2017

BBA - Marketing

Bishop Cotton Academy of Professional Management

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Siddhant Guha