Debolina Das
Birmingham ,England
Summary
Driven professional with knack for analytical thinking and problem-solving, combining strong attention to detail with exceptional communication skills. Proficient in data analysis and process improvement, ensuring high standards of quality control. Ready to leverage these capabilities to drive impactful results.
Overview
6
6
years of professional experience
Work History
Senior Quality Analyst- Global Trade Services
Amazon Development Centre
Pune, India
05.2022 - 08.2024
- Utilized Excel, SQL, and internal tools to extract and analyse vendor-specific data, identifying recurring issues and recommending process improvements.
- Created and maintained dashboards to monitor key performance indicators (KPIs) related to customer satisfaction and agent efficiency.
- Conducted root cause analysis on escalated cases to identify data patterns and process gaps, enabling cross-functional teams to improve resolution strategies.
- Collaborated with business intelligence and operations teams to interpret support metrics and streamline workflows.
- Compiled weekly performance reports using structured data, supporting leadership in data-driven decision-making.
- Automated quality tracking and audit reports, reducing manual effort and increasing data visibility across teams.
- Presented insights from support data in meetings, influencing policy changes, and enhancing customer experience.
Senior Product Compliance Associate
Amazon Development Centre
Pune, India
01.2021 - 04.2022
- Led a cross-functional team to ensure compliance with regulatory standards and guidelines for a portfolio of over 100 products
- Developed and implemented standard operating procedures to streamline the product compliance process, resulting in a 20% increase in efficiency
- Collaborated with product development teams to ensure new products are compliant with applicable regulations and standards
- Knowledge on SOR and ASTM regulations
Quality Analyst
United Health Group- XL Health Corporation
06.2018 - 12.2020
- Identify and give feedback on agent shortcomings in soft skills and process knowledge
- Analysed data, pinpointing key areas for customer satisfaction and improving the Net Promoter Score.
- Implemented corrective actions for improved operational performance following rigorous audits.
- Presented quality reports to stakeholders, explaining complex updates for improved engagement.
- Data Analysis to provide the insight to Operations so that we can work on the shortcomings to avoid any escalation
- Fostered team collaboration by organising regular training sessions on quality protocols.
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
Education
Master of Science - Data Science
University of Birmingham
Birmingham 09.2024 -
Skills
- Project Management
- Data Analysis
- Quality Assurance
- Stakeholder Management
- Training and Mentoring
- SOP Modification and Implementation
- Cross-functional Operations
- Understanding of Tableau
- Call monitoring and auditing
- Defect Management Process
- Compliance Management
- Correction Action Planning
- Defect Tracking
- Excel proficiency
- Python proficiency
- SQL knowledge
- SciKit-Learn usage
- Data Visualisation
- NoSQL Databases
- Regression testing
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Accomplishments
- Ace of Spade - Amazon Development Centre
- Bravo Award - United Health group
- 1 Bravo Cash Award for being recognized as the Best Performer.
- 2 Bravo points Awards from Client for helping the business grow exponentially.
Languages
English
Fluent
Timeline
Master of Science - Data Science
University of Birmingham
09.2024 -
Senior Quality Analyst- Global Trade Services
Amazon Development Centre
05.2022 - 08.2024
Senior Product Compliance Associate
Amazon Development Centre
01.2021 - 04.2022
Quality Analyst
United Health Group- XL Health Corporation
06.2018 - 12.2020
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