Quality Analyst

Rupanjana Chakravarty

A*/*, *rd Floor, Kalkaji Extn, New Delhi 110019.

Phone: 987-***-****

E-mail: *********.***********@*****.***

Career Objective

To utilize and enhance the skills that I possess and work to the best of my ability to deliver optimum results.

Major Work Accomplishments

Certified Microsoft Quality Coach and Trainer

Single handed responsibility for overall quality of performance and customer satisfaction

in current organization

Proficiency in Quality, Training, CSAT, Compliance and Ethics

Job experience

As Quality Analyst: Organization: Arvato Bertelsmann and Wipro BPO

Responsible for maintaining and improving the overall customer satisfaction scores of

the process by effective coaching and data analysis with reporting

Creating periodic quality performance presentations and sharing the same with the client

and the management, focusing on the needs and appreciating the areas of excellence

Conducting client monitoring sessions and agent round table meetings, where the focus

is sharing of best practices for optimum output, policy and procedure updates, compliance and

burning issues

Resolving client level escalations so as to minimize business level gaps

Creating the monthly coaching allocation tracker for all coaches and ensuring all

coaches complete coaching as aligned to them

Conducting Coach the Coach sessions for all coaches

Being part of monthly pre-calibration meetings with the client and conducting calibration

sessions with all coaches

As Compliance Analyst: Organization: Wipro BPO

Monitoring agents on behavioral trends

Reporting deviations, measuring agent success and business success based on pre

defined goals set on a periodic basis by the business.

Conducting sessions with team leads on observations and how to maintain health of

compliance on the floor

Handling various projects relating to analysis, trend setting, outliers and procedural

adherence (customer satisfaction analysis, audit any unethical code of conduct and action towards

eliminating the same)

As Process Trainer: Organization: Wipro BPO (Certified in Arvato Bertelsmann as well)

Imparting process training to the new hires for their timely certification

Looking into various administrative issues of the new hires like ID creation, salary

issues, transport, or attendance issues and getting them resolved

Bridging the gap between training and production by conducting mock calls, side barging

and effective on the job training

Conduct team bonding activities like outings and other extra-curricular activities and get

the trainees acclimatized to the corporate culture

As Team Leader: Organization: Wipro BPO

Worked towards greater team bonding and creating a feeling of oneness amongst team

members to enhance productivity.

Constant monitoring, guiding and offering effective feedback to team members,

understanding their needs and finding ways of utilizing their potential to the optimum capacity

Managing and maintaining a close connect between business parameters and aligning

team scores with the former

Managing the work force in terms of enhancing the productivity level by taking care of

their leaves, breaks and daily rosters

Building a career path for team members

As Frontline Agent: Organization: Wipro BPO

Taking care of customer queries regarding technical difficulties which they face during

installation/successful running of their internet connection, mastering on de-escalation

Skills

Proficiency in creating reports and presentations using Excel, Word and Powerpoint

Taking a lead in conducting conference calls with clients

Basic technical knowhow required in day to day smooth functioning of business.

Attended various sessions to enhance my skill set like Business etiquettes, Attitude and

Action, Stress Management, to name a few.

Employment History: BPO

Apr’13 – Jun’14 Arvato Bertelsmann (India), Gurgaon Designation: Quality Analyst

Feb’07 – Jan’13 Wipro BPO Limited, New Delhi Designation: Quality Analyst, Team

Leader, Compliance Analyst and Process Trainer

Employment History: Non BPO

April’04 – Jan’07 Zenith Infotech Limited, New Delhi Designation: System Executive

Feb’02 – Mar’04 Comprehensive Consultancy (P) Ltd. Kolkata Designation: Resident

Engineer

June’99 – Sept’01 EFY Enterprises Pvt. Ltd., New Delhi Designation: R & D Engineer

Aug’97 – May’99 Indian Institute Of Technology, New Delhi Designation: Research Associate

Professional Qualification

1991 - 1995 Institute of Engineering and Technology, Lucknow (Lucknow University)

B. Tech in Electronics Engineering. Secured 77% overall.

Educational Qualification

1991 Lady Keane Girl’s College, Shillong (North Eastern Hill University)

Pre - University Science Examination. Secured 87% overall.

1989 Loreto Convent School, Shillong (Meghalaya Board of Secondary Education)

Matriculate Examination. Secured 80% overall.

Key Strengths

Self managed and level headed

Good communication skills

Good analytical skills

Honest and sincere

Personal Details

Date of Birth : 18 - 12 - 1972

Husband’s Name : Mr. Shubrangshu Chakravarty

Permanent Address : Flat 3A, 316, New Raipur Road (Near SBI),

Dabur Park, Ganguly Bagan, Kolkata -84

Languages Known : English, Hindi, and Bengali

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