Quality Analyst

Name - Ritesh Ranjan

Email: *************@*****.***

Ph no: 805*******

OBJECTIVE

Improve company performance through enhanced quality standards; deploying strong, long-term Analyst integration strategies.

SUMMARY

I worked as Quality Evaluator, Quality Advisor and Research Analyst with 7+ year of experience had expertise in research and Analyzing data of client organization, also had experience of audit call and Non-call cases, had good experience of giving feedback and coaching, had done MBA and Six sigma green belt certification, looking to leverage my knowledge and experience into management role.

CORE QUALIFICATION

1. Have understanding of COPC standard.

2. Have strong command on MS Excel

3. Well honed ability to use quality tools.

4. Have good understating of FMEA.

5. Ability to give feedback and coaching

6. Ability to audit and make report.

7. Strong research and business writing skills

PROFESSIONAL EXPERIENCE

Concentrix June 2011 – present

Roles and responsibilities -

Research Analyst (June- 2011 to March-2013)

Working for database process where my role was to provide data and analytics to bring clarity to the end customer’s business relationship decision.

Collection of information for end customer from different sources and tools, so that end customer can make strategic and day to day business decision.

Analyzed, interpreted and converted statistics into charts and graph reports to present findings at team meetings.

Checking authentication of data by matching information in database and company website.

Sr. Quality Advisor (March2014 to July 2018 )

Working for Telecom process as a quality advisor

Calibration with client before launch of new project, to understand the complete project cycle.

Handle and resolve critical quality problems using research abilities

Listened to calls either recorded live or side-by-side while communicating feedback

Implemented agent training and coaching initiatives.

Understood the priority of the organization and evaluated call behaviors for regulatory compliance adherence to policy

Provided customer feedback and internal compliance feedback to management

Monitor calls and mark the set of questions as per legend, provided during launch of study.

Provide recommendation after the completion of sample size of study.

Do High level checking (HLC) during and after the completion of study.

Quality Evaluator ( July 2018 – till date)

Working for Data storage process, where my role is to do audit for non call cases for TSE on daily basis.

Giving feedback and coaching to TSE.

Sending report to management regarding audit. For any critical error send report directly to site leader.

Using Pareto chart and analysis in report.

Monitor trend in the program, such as month by month TSE performance metrics.

Giving recommendation and suggestion to management for process quality improvement.

EDUCATION

ICFAI University, Hyderabad

MBA in Finance, 2010

CERTIFICATION

Six Sigma Green Belt certification

Personality Traits

Persuasive & Team leader

Warm, friendly and engaging personality

Ability to work hard and smart

Ability to work for late hours with full efficiency

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