Sourav Bhattacharya
Quality Analyst
Kolkata
Summary of Career
1. Auditing Voice and Chat interactions with customers
2. Ensuring information provided to customer are true and easy to understand for the services and product we offer.
3. Pictorial and ???? representation for the quarterly and half yearly forecast to understand the business flow and client billing.
4. Demographic representation of the data.
5. Process Improvement Strategies.
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Experience as Stores Supervisor
Larsen & Toubro Ltd
24 August 2008
30 November 2014
Entire Supply Chain activity for 3 different commercial building project sites.
Responsible for Indent posting, GRN creation and store stock maintenance.
Experience as Process Associate
Wipro Bpo
01 December 2014
20 May 2020
Responsible for taking inbound and outbound calls.
Responsible for taking the client escalation calls for Broadband PSTN.
Experience as Quality Analyst
Concentrix Daksh Services India.
23 June 2015
01 September 2018
Conducting Customer Voice calls (English Hindi) and chat conversation audits for Reliance Jio Info com Ltd.
Sharing inputs for process and product improvement.
Data Distribution and analysis of data for continual improvement.
Detail data analysis and figure out the parameter wise discrepancy.
Experience as Sr Executive Sales and Business Development
03 November 2018
30 September 2019
Working to meet the sales target.
Figure out the area of improvement in order to convert leads into sales.
Listening to the client conversation along with email in order to understand and meet clients demand
Experience as Quality Lead
03 October 2019
Conducting Customer Voice calls (English Hindi, Japanese) and chat conversation audits for Reliance Bio Info com Ltd.
Sharing inputs for process and product improvement.
Data Distribution and analysis of data for continual improvement.
Master 15 August 2007
Master in Computer ApplicationBachelor 22 July 2004
Bachelor Of Science Economics Statistics and MathematicsIntermediate 09 August 2001
Indian School Certificate ExaminationMatric 14 July 1999
Indian Council for Secondary Education