Soumita Bhattacharya
Quality Assurance Analyst
Summary
Self-motivated Quality Assurance Analyst with outstanding oral and written communication skills. Solid background performing quality assurance testing and consultative services for customers.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
1
1
Language
Work History
Quality Assurance Analyst
Wipro
07.2022 - Current
- Responsible for performing audits on recorded client interactions (1 audit/ agent/ week) as per procedure and guidelines for a Social Media giant and provide evaluation feedback through QMS
- Conduct regular 1:1 or group calibration to ensure evaluations are aligned based on business requirements
- Support the business in managing and implementing Quality Management standards and processes that are aligned with the global standard and relevant to the local market (South Asia / South East Asia / Oceania) nuances
- Highlight trends and red flags to the client for better improvements
- Prepare findings from the audit report and share market insights with the client and the leadership team on a regular basis
- Ensure accurate maintenance of sample calls/chats library
- Provide a bi-weekly QA dashboard highlighting QA audits completion and QA trends to all stakeholders
Customer Operations Specialist
IBC Asia Pte Ltd
03.2022 - 07.2022
- Responsible for the full spectrum of order to cash processing – order receipt to invoicing in SAP
- Accurately record all relevant event information provided by internal and external customers ensuring that the required quality standards are maintained
- Process customer orders in system promptly and accurately, ensuring appropriate margins are achieved.
Administrative Executive
Laguna National Golf & Country Club
08.2019 - 09.2020
- Responsible for the providing administrative support to the F&B culinary management & delivering quality customer services at all times
- Working closely with all business partners to ensure that the F&B department performance reviews, budget approvals are aligned within approved controls
- Handled department MIS, preparation & maintaining various departmental reports & presentations, generation of daily sales report & FSN report, maintaining menu database & competitive analysis, floating monthly promotions , creating POS keys, assistance in creation of F&B SOPs etc.
Sandwich Artist
03.2019 - 07.2019
- Responsible for the highest levels of Customer Service by serving the best quality products
- Order taking, suggestive selling, handling queries
- Maintaining food hygiene for Food Safety audits.
Guest Services Manager
Domino’s Pizza India, Jubilant Food Works Limited
09.2011 - 07.2017
- Responsible for the highest levels of Guest Experience at all transaction points – Dine In / Delivery & exceeding guest’s expectations through recruitment, training, process improvement & guest relations management
- Responsible for the CX analytics – Voice of Customer, Net Promoter Scores, Customer Complaint Handling, Mystery shopping audits, Customer Service audits, Operational Evaluation Reports
- Quality monitoring of outsourced call center agents for Dominos Pizza India for GSI calls
- Mystery call barging of order takers as a BAU process, process improvement & new product launch calls
- Provide feedback, coach, TNI, train & measure
- Identifying root cause analysis of customer complaints through live / recorded calls for QA.
Trainer
TRAVO, I, Aviation Services
Nova
06.2010 - 08.2011
- Responsible for handling end to end Process & Soft skill trainings for Travo In-house & Franchisee staff
- Accountable for the content development of domestic and international tour packages.
Assistant Manager
Tata Consultancy Services
10.2008 - 08.2009
- Leading the project at offshore delivery centre and handling process in terms of delivery and day-to-day operations, recruitment activities, training & process improvements.
Assistant Manager
EXL Services
09.2004 - 09.2008
- Handling first party collection calls in outbound Dell Financial Services
- Call barging & hand holding of new team members
- Handling Knowledge Transfer phase in SAP process migration from Client site to delivery site for two major utility processes & stabilizing the “As In processes”.
Customer Service Executive
Wipro Spectramind
08.2002 - 06.2004
- Handling retention calls in inbound process of America Online
- Call Barging and hand holding of new team member
- Contributing to superior call quality to be voice recorded for QA purpose.
Hotel Operational Trainee
The Park Hotels
05.2001 - 07.2002
- Handled Banquet reservations & restaurant day to day operations.
Education
Masters - Tourism Management
Indira Gandhi National Open University
01.2002 - 01.2004
Diploma - Catering Technology & Applied Nutrition, hotel management
Institute of Hotel Management
01.1998 - 01.2001
Skills
17 years’ experience in customer service across industries, domains, roles & capacitiesundefined
Certification
Train the Trainer (India)
Additional Information
- ACCOLADES , Trainer of the Year award - Domino’s Pizza India CEO’s Champion Club award – Domino’s Pizza India Best Employee of the Quarter (twice) – Domino’s Pizza India Coach for Trrain Retail Awards (teams won several National & Regional awards throughout period) Topper of TCS “Train The Trainer” Workshop – Tata Consultancy Services Trainer of the Quarter – EXL Services PERSONAL DETAILS Address - 5 Bukit Batok Street 25, Singapore, 658880
Accomplishments
· Trainer of the Year award - Domino’s Pizza India
· CEO’s Champion Club award – Domino’s Pizza India
· Best Employee of the Quarter (twice) – Domino’s Pizza India
· Coach for Train Retail Awards (teams won several National & Regional awards throughout period)
· Topper of TCS “Train The Trainer” Workshop – Tata Consultancy Services
· Trainer of the Quarter – EXL Services
Timeline
Quality Assurance Analyst
Wipro
07.2022 - Current
Customer Operations Specialist
IBC Asia Pte Ltd
03.2022 - 07.2022
Administrative Executive
Laguna National Golf & Country Club
08.2019 - 09.2020
Sandwich Artist
03.2019 - 07.2019
Guest Services Manager
Domino’s Pizza India, Jubilant Food Works Limited
09.2011 - 07.2017
Trainer
TRAVO, I, Aviation Services
06.2010 - 08.2011
Assistant Manager
Tata Consultancy Services
10.2008 - 08.2009
Assistant Manager
EXL Services
09.2004 - 09.2008
Customer Service Executive
Wipro Spectramind
08.2002 - 06.2004
Masters - Tourism Management
Indira Gandhi National Open University
01.2002 - 01.2004
Hotel Operational Trainee
The Park Hotels
05.2001 - 07.2002
Diploma - Catering Technology & Applied Nutrition, hotel management
Institute of Hotel Management
01.1998 - 01.2001
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