Aritra Deb
Quality Analyst @Cognizant
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WORK HISTORY
Quality Analyst @Cognizant
Bengaluru, IN
Led the quality assurance operations for multichannel customer interactions, supporting high-volume service teams to meet client SLAs and compliance metrics.Achieved 98% accuracy rate by auditing over 80 customer interactions weekly using Salesforce, NICE, and Dynamics 365, enabling real-time feedback and service optimization.Created and analyzed daily, weekly, and monthly quality reports using Excel (pivot tables, charts), driving leadership decisions and performance interventions.Facilitated onboarding training and mentorship for 30+ new hires, improving their SLA compliance by 20% within the first month.Conducted RCA and implemented improvements aligned with ISO 9001 quality management principles, improving FCR by 15% and reducing escalations.Applied ISO 9001 and 27001-aligned practices to document control, audit sampling, and SLA adherence reviews, supporting operational compliance and service optimization.
EDUCATION
Delhi Public School (DPS)
High School Diploma, International Business/Trade/Commerce
Gauhati University, Guwahati
Bachelor's Degree, Accounting
ABOUT ARITRA DEB
Currently based in Bengaluru, India — Quality Analyst - AI-driven professional with 7…
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