Tania Mahanta
Bengaluru
Summary
Senior quality analyst with extensive experience in KPI management and performance coaching at Bundl Technologies. Skilled in driving process improvements and conducting comprehensive quality audits. Demonstrates strong analytical abilities and effective communication to enhance team performance and consistently meet targets.
Overview
11
11
years of professional experience
Work History
Senior Quality Analyst
Bundl Technologies Pvt. Ltd.
Bangalore
11.2021 - 05.2024
- Conducted audits of associate chat interactions to assess adherence to quality standards.
- Facilitated targeted coaching sessions to ensure associates achieved performance KPIs.
- Performed daily and weekly discussions on performance metrics with aligned QA team.
- Compiled audit reports, offering insights into quality trends for continuous improvement.
- Led calibration activities with partner team to standardize evaluation processes.
- Organized chat reading sessions aimed at boosting overall performance.
- Executed certification protocols for onboarding new team members.
- Collaborated with Swiggy operations, enhancing efficiency across services.
Process Associate- Quality Analyst
Genpact India Pvt Ltd
Hyderabad
04.2019 - 09.2021
- Achieved alignment with all KPIs to meet quality standards.
- Conduct quality audits for the market.
- Executed random spot-checks to verify adherence to established quality protocols.
- Facilitated error sessions for associates, addressing week-on-week quality audit discrepancies.
- Conducted refresher sessions for associates to reinforce quality protocols in revive (BQ).
- Preparing RCA based on the errors received.
- Participating in calibration and preparing reports based on the variance.
- Conducting session on policies for TDMR associates.
- Moderated content across various platforms to ensure compliance with community guidelines.
Customer Service Executive - Swiggy Process
Aegis Global Pvt Ltd
Kolkata
05.2018 - 10.2018
- Achieved immediate resolution of customer issues to improve service efficiency.
- Achieved immediate resolution of customer issues to improve service efficiency.
- Achieving all KPIs month on month.
- Managed chats for Swiggy customers across India, addressing inquiries and concerns.
HR Executive
NSB BPO Solutions Pvt. Ltd
Kolkata
06.2015 - 04.2016
- Successfully managed recruitment processes, securing qualified candidates promptly.
- Conducted detailed screening interviews, streamlining candidate selection.
- Reviewed applications meticulously before departmental forwarding.
- Prepared and processed salary sheets using Chanakya software effectively.
- Performed comprehensive audits of health safety measures, ensuring adherence to standards.
- Led training sessions on safety compliance and company policies adeptly.
- Designed and maintained efficient HR tracking systems and databases.
- Established employee domain IDs in Chanakya system for secure access management.
Customer Relationship Executive
Haldiram's Prabhuji Limited
Kolkata
03.2014 - 05.2014
- Conducted outbound calls to retailers to strengthen relationships and drive sales opportunities.
- Gathered customer feedback to improve service quality.
- Collected daily sales reports from sales executives to monitor performance and identify trends.
- Prepared detailed reports to track team progress.
Assistant Administrator
Blue Sharks Auto works Pvt. Ltd
Siliguri
01.2013 - 10.2013
- Reporting to HR Manager and handling
- Coordinated with clients to ensure timely communication and satisfaction.
- Oversaw resource allocation to enhance project efficiency.
- Prepared daily sales reports and month-end reports to track performance and inform strategy.
- Coordinating with Sales executive.
- Scheduling Meetings and Conferences.
- Proofreading and editing for office Advertisements.
- Maintaining Office Correspondence.
- Managed cash transactions, ensuring accurate payments to third parties and for in-house expenses.
Education
Bachelor of Science - Biochemistry
Burdwan University
Burdwan, West Bengal01-2011
H.S.E. - Science
Higher Secondary with Science from WBCHSE
West Bengal01-2007
Matriculation -
Madhyamik from WBBSE
West Bengal01-2005
Skills
- Quality audits
- KPI management
- Process improvements
- Root cause analysis
- Data reporting
- Quality training
- Performance coaching
- Analytical thinking
- Time management and task prioritization
- Team leadership
- Relationship management
- Effective communication
- Presentation skills
- Conflict resolution
Accomplishments
- Awarded as Top Performer for Q2 of 2020 for excellence in achieving all the targets and deliverables.
- Awarded as Top Performer for Q4 of 2020 for excellence in achieving all the targets and deliverables.
- Received Lean Certificate for providing insight for process improvement.
- Nominated and awarded Cheer Points as recognition for displaying good behavior in November 2019.
References
- Jasim Ali, 90072 83285
- Mir Syed Waseem, 8123255946
- Rajesh Kumar, 9739965115
Timeline
Senior Quality Analyst
Bundl Technologies Pvt. Ltd.
11.2021 - 05.2024
Process Associate- Quality Analyst
Genpact India Pvt Ltd
04.2019 - 09.2021
Customer Service Executive - Swiggy Process
Aegis Global Pvt Ltd
05.2018 - 10.2018
HR Executive
NSB BPO Solutions Pvt. Ltd
06.2015 - 04.2016
Customer Relationship Executive
Haldiram's Prabhuji Limited
03.2014 - 05.2014
Assistant Administrator
Blue Sharks Auto works Pvt. Ltd
01.2013 - 10.2013
Bachelor of Science - Biochemistry
Burdwan University
H.S.E. - Science
Higher Secondary with Science from WBCHSE
Matriculation -
Madhyamik from WBBSE