Prasenjit Adhikary

Senior Quality Analyst @Acko

Bengaluru, IN

Involve in daily call and email audits to understand the quality level of the associates.• Identify the fatal and critical errors and deliver the results through regular emails to the operations and training team.• Closing the CEO and Grievance escalations on a regular basis by conducting Root cause analysis and helping in providing insights on the errors.• Help identify the critical errors on a real time basis and conduct quality session for associates.• Working on random BAU audits along with other hygiene audits including, DSAT, Customer Appreciation validations, Short call and Long call audits.• Do dip checks on defaulter associates and sharing out emails for the same to arrange training sessions for the same.• Working on RCA for the CEO level escalations which comes across.• Working on projects Short call analysis, long call analysis, DSAT analysis, System Disposition analysis to bring out the defects on a regular basis across LOB\'s.• Weekly calibration to stay updated to the daily tasks and calibrate on the quality parameters.• Working on new ideas and projects that could contribute to the betterment of quality process.• Enrolling PKT and assessment for the pilot batches to gauge the associate\'s learning.• Data uploads on weekly basis for carrying out daily audits.• Proficiency to work on MS-Excel and utilization of excel tools in preparing reports.

CAMELLIA INSTITUTE OF ENGINEERING AND TECHNOLOGY 271

Bachelor of Technology (B.Tech.), Electronics and Communications Engineering

B. D. Jain Modern Higher Secondary School

XII Science, Pure Science

West Bengal University of Technology, Kolkata

Bachelor of Technology (B.Tech.), Electronics and Communications Engineering