Sweta Dhar
Jadavpur
Summary
I am a Quality Analyst with 5 years of experience in the BPO industry and International real estate insurance industry. I am passionate about ensuring exceptional service delivery and maintaining high-quality standards in customer interactions. Throughout my tenure at Fusion BPO Services, I have gained a deep understanding of quality assurance processes and have successfully contributed to process improvements. I have a strong background in utilizing quality control tools, such as 7 QC tools, to identify areas for enhancement and implement effective solutions. I take pride in my attention to detail and my ability to analyze complex data to identify patterns and trends. With my expertise in MS Excel, I have effectively tracked and monitored quality metrics, enabling data-driven decision-making. As a Quality Analyst, I am committed to continuous improvement. I actively collaborate with cross-functional teams to implement corrective and preventive actions, resulting in enhanced operational efficiency and customer satisfaction. My excellent communication skills enable me to effectively communicate quality standards and provide constructive feedback to ensure adherence to best practices. Outside of work, I enjoy staying up-to-date with industry trends and expanding my knowledge through relevant certifications and professional development opportunities. I believe in the power of teamwork and actively contribute to fostering a positive and collaborative work environment.
Overview
2
2
years of professional experience
Work History
Quality Analyst
Altisource business solutions
Kolkata
08.2023 - I currently work here
- Facilitated training sessions for junior analysts, focusing on quality assurance methodologies.
- Reviewed and revised quality documentation to uphold industry standards.
- Provided daily, weekly and monthly quality information to key stakeholders, enabling informed decision-making.
- Engaged with stakeholders to gather feedback and integrate into quality improvement plans.
- Coordinated and participated in internal and external quality management system audits to guarantee product and quality specifications.
- Monitored ongoing projects to identify risks and implement preventive measures.
- Collaborated with development teams to recommend enhancements for product improvement.
- Implemented methodologies to keep team operating consistently and produce reliable results for development team.
- Communicated regularly with operating teams and other stakeholders to review quality of systems and software.
- Adhered to Quality Analysis Team workflow for application and process testing and development.
- Streamlined quality assurance processes, introducing automation tools to increase efficiency.
- Helped coordinated quality assurance processes throughout development life-cycle.
- Established objectives for quality assurance teams and monitored progress against goals.
- Monitored quality control procedures to ensure compliance with industry standards and regulations.
- Collaborated with development teams to communicate quality standards and address identified issues.
- Provided training and guidance to junior QA analysts on best practices and testing methodologies.
- Monitored and reported consumer complaints, highlighting trends and triggering action plans for immediate response.
- Oversaw all process checks to ensure that they were done properly and at the correct frequency.
- Set and achieved product quality objectives while meeting product specifications.
- Created, edited and updated project manuals and technical documentation used by the entire QA team.
- Promoted the company in maintaining a work environment that was focused on quality, communication, collaboration, integration and teamwork.
- Logged findings in detail following standard procedures for optimum collaboration across technical team.
Quality Analyst
Fusion BPO Services
01.2021 - 07.2023
- Conducted quality audits and inspections to identify deviations from quality standards.
- Utilized 7 QC tools, such as Pareto charts and Ishikawa diagrams, to analyze data and identify root causes of quality issues.
- Developed and implemented corrective and preventive actions to improve product quality and process efficiency.
- Collaborated with cross-functional teams to ensure adherence to quality procedures and standards.
- Prepared comprehensive reports and communicated findings to management.
- Recognized as 'Employee of the Quarter' for outstanding performance and contributions to process.
- Consistently exceeded quality targets, resulting in a significant reduction in defects by 15% during the quarter.
Education
Bachelor of Arts - Ba gen
Asutosh college
Kolkata01-2020
Skills
- Quality Scorecards and Metrics
- Quality Monitoring and Evaluation
- Compliance and Regulatory Knowledge
- Root Cause Analysis
- Documentation and Reporting
- Process Improvement
- Quality Auditing and Certifications
- Decision making
- Communication
- Multi-tasking
- Root cause analysis
- Quality control management
- Process optimization
- Audit coordination
- Documentation management
- Team collaboration
- Risk identification
- Corrective actions
- Compliance standards
- Quality assurance knowledge
- Team player
- Audit procedures
- Process Management
- Performance monitoring
- Excel proficiency
- Customer focus
- Quality assurance policy development
- Defect resolution
Timeline
Quality Analyst
Altisource business solutions
08.2023 - I currently work here
Quality Analyst
Fusion BPO Services
01.2021 - 07.2023
Bachelor of Arts - Ba gen
Asutosh college