Siddhartha Banerjee
Quality Assistant Manager
Nagpur
Summary
Driven by a passion for excellence, I leveraged my expertise in Quality Assurance and team leadership at Hexaware Technologies to spearhead initiatives that significantly enhanced service delivery standards, evidenced by a notable improvement in customer satisfaction scores. My proficiency in process improvement and adeptness in coaching have been pivotal in achieving and surpassing quality goals. Diversity, Equity and Inclusion Core Committee Member for current organization.
Overview
13
13
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work History
Assistant Quality Assurance Manager
Hexaware Technologies
Nagpur, India
11.2023 - Current
- Managing Quality Audits: Managing regular internal and external quality audits, identifying process inefficiencies and implementing corrective actions that reduced non-compliance(Fatal and other critical errors) rates by 6% ( 10.50% FE error in Q1 2024 reduced to 4.50% in Q2 2024)
- Leading Quality Assurance Initiatives: Spearheaded quality assurance programs, driving a 4.5% improvement in service delivery standards and customer satisfaction scores over a 6-month period. CSAT scores moved up to 91.50% in Q3 2024 from 85% in Q2 2024. Others metrics showed positive improvement during this timeframe.
- Coaching and Mentoring Team Members: Provided ongoing training and mentorship to a team of 13+ quality analysts, improving their proficiency and achieving a 6-7.50% increase in team performance metrics.
- Analyzing Performance Data: Utilized Root cause analysis and Five Why tools to review performance data and generate actionable insights, leading to a 5-6% increase in First Call resolution metric.
- Generated Quality Reports: Prepared and presented detailed quality reports to senior management, highlighting key performance indicators and recommending strategic improvements.
Assistant Quality Manager
Teleperformance
Kolkata
08.2021 - 09.2023
- Managed Quality Audits: Managing regular internal and external quality audits, identifying process inefficiencies and implementing corrective actions that reduced non-compliance(Fatal and other critical errors) rates by 6% ( 10.50% FE error in Q1 2023 reduced to 4.50% in Q3 2023)
- Led Quality Assurance Initiatives: Spearheaded quality assurance programs, driving a 4.5% improvement in service delivery standards and customer satisfaction scores over a 6-month period. CCXU score moved up to 90.50% in Q1 2022 from 85% in Q4 2021. Others metrics showed positive improvement during this timeframe.
- Coached and Mentored Team Members: Provided ongoing training and mentorship to a team of 13+ quality analysts, improving their proficiency and achieving a 6-7.50% increase in team performance metrics.
- Analyzed Performance Data: Utilized Root cause analysis and Five Why tools to review performance data and generate actionable insights, leading to a 5-6% increase in First Call resolution metric.
- Generated Quality Reports: Prepared and presented detailed quality reports to senior management, highlighting key performance indicators and recommending strategic improvements.
- Facilitated Process Improvement: Collaborated with cross-functional teams to identify and implement process improvements via Calibration and brainstorming sessions, resulting in streamlined operations and a 4.5% boost in positive repeat rates. Primary Client POC for Gemba ideas and Kaizen intake projects.
Senior Quality Analyst
Teleperformance
Kolkata, India
06.2018 - 07.2021
- Enhanced customer satisfaction by conducting root cause analyses and implementing corrective actions for reported issues.
- Conducted regular audits of internal processes, identifying opportunities to enhance overall product quality and consistency.
- Managed Quality Analyst team effectively, setting clear expectations and providing guidance on achieving desired outcomes related to product performance metrics.
- Analyzed defect trends to identify recurring issues, proactively addressing underlying causes before they impacted end-users or production timelines.
Quality Analyst
Aegis BPO
Kolkata, India
06.2015 - 05.2018
- Responsible for monitoring customer contacts and improve the process by eradicating the defects
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Customer Service Representative
Aegis BPO
Kolkata, India
10.2013 - 07.2015
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Customer Service Representative
Spanco BPO
Kolkata
05.2011 - 09.2013
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Commerce - Commerce
South City College
Kolkata 03.2008 - 04.2011
High School Diploma -
St Lawrence High School
Kolkata 05.2006 - 04.2008
Skills
Quality Assurance (QA) - Proficiency in implementing and overseeing QA processes and methodologies to ensure service excellence and compliance with industry standards
Process Improvement - Expertise in identifying inefficiencies and implementing process enhancements using methodologies like Six Sigma or Lean to optimize operational performance
Performance Metrics and KPIs - Ability to define, track, and analyze key performance indicators (KPIs) and metrics to measure and improve team performance and service quality
Customer Service Excellence - Skills in developing and enforcing customer service standards to ensure high levels of customer satisfaction and resolve issues effectively
Training and Development - Experience in designing and delivering training programs for staff to enhance their skills and knowledge, ensuring adherence to quality standards
Data Analysis - Proficiency in analyzing data and generating reports to identify trends, track performance, and support decision-making for quality improvement initiatives
Six Sigma Methodologies - Expertise in applying Six Sigma principles, including DMAIC (Define, Measure, Analyze, Improve, Control) and DMADV (Define, Measure, Analyze, Design, Verify), to drive process improvements and reduce defects
Team Building and Leadership - Demonstrated ability to lead, motivate, and manage large teams to achieve quality goals, foster collaboration, and drive performance improvements
Conflict Resolution and Coaching - Skilled in addressing team conflicts, providing constructive feedback, and coaching team members to enhance their performance and align with quality standards
Accomplishments
Achieved Back-to-Back Exceptional Ratings for Q1 and Q2 2024 at Hexaware
Consistently recognized for excellence in performance by earning exceptional ratings for two consecutive quarters (Q1 and Q2 2024) at Hexaware. Demonstrated outstanding leadership and quality management skills, effectively driving process improvements, optimizing team performance, and ensuring superior service delivery. This achievement reflects a strong commitment to exceeding performance metrics and contributing to the company's success.
Certified Lean Six Sigma Green Belt (LSSGB)
Successfully attained Lean Six Sigma Green Belt (LSSGB) certification, demonstrating advanced proficiency in process improvement methodologies and statistical analysis. Applied Six Sigma principles to identify inefficiencies, implement data-driven solutions, and enhance operational performance, resulting in measurable improvements in process quality and productivity
Languages
Bengali
Bilingual or Proficient (C2)
English
Advanced (C1)
Hindi
Upper intermediate (B2)
Oriya
Beginner (A1)
Certification
Lean Six Sigma Green Belt (LSSGB)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Trying to the best version of myself !
Timeline
Lean Six Sigma Green Belt (LSSGB)
05-2024
Assistant Quality Assurance Manager
Hexaware Technologies
11.2023 - Current
Assistant Quality Manager
Teleperformance
08.2021 - 09.2023
Senior Quality Analyst
Teleperformance
06.2018 - 07.2021
Quality Analyst
Aegis BPO
06.2015 - 05.2018
Customer Service Representative
Aegis BPO
10.2013 - 07.2015
Customer Service Representative
Spanco BPO
05.2011 - 09.2013
Bachelor of Commerce - Commerce
South City College
03.2008 - 04.2011
High School Diploma -
St Lawrence High School
05.2006 - 04.2008