Kaushik Bose

Experience

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  Kankei

  Mar 2005 - Jun 2007

  Quality Executive

  •Recording & monitoring calls, analyze & evaluate them as per company's parameter and giving feedback. •Prepare Quality-MIS report at the end of the day and forward them to the respective Team Leaders•Arranging batch feedbacks, briefing and debriefing on a daily basis •Analyzing the area of improvement to chalk out the common areas of mistakes •Preparing presentations for Quality Awareness and Indica Parameters and their break ups •Analyzing the reasons of the low scores and high scores; and the variation of the CCEs' individual performance•Arranging Quality Quiz•Train new batches on Quality Parameters•Arranging call calibration sessions amongst the Quality Team Show less

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  Firstsource

  Jul 2007 - Jun 2008

  Sr. Quality Analyst

  •Handling Quality of Vodafone for West Bengal Process•Arranging Quality Quiz•Training new batches on Quality Parameters •Arranging call calibration sessions amongst the Quality Team •Arranging batch feedback's, briefing and debriefing on a daily basis •Analyzing the area of improvement to chalk out the common areas of mistakes

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  Tech Mahindra

  Oct 2009 - Oct 2011

  Team Lead Quality

  •Coming up with preferable timely strategies that can be implemented at the time of need •Assuring that deadlines are met, quality KPI’s are accomplished and the client’s satisfaction is achieved •Observing the movement and activities of the team of Quality Executives and guiding them in their performance •Ensuring exceedingly high quality standards and becoming a medium for interaction between clients and the members of different departments •Keeping a track of incoming and outgoing calls and assembling the response of the clients in order to reach significant conclusions•Handling a team size of 10 member’s Show less

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  ANPS E-Solutions Pvt. Ltd

  Oct 2011 - Mar 2013

  Quality Control Manager

  •Quality check of Survey helpdesk, leading Diabetic campaign •Assuring that deadlines are met, quality KPI’s are accomplished and Client’s satisfaction is achieved•Observing the movement and activities of the team of Quality Executives and guiding them in their performance •Ensuring exceedingly high quality standards and becoming a medium for interaction between clients and the members of different departments•Keeping a track of incoming and outgoing calls and assembling the response of Clients in order to reach significant conclusions Show less

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  DAT Infosolutions

  Mar 2013 - Oct 2014

  Quality Manager

  •Identifying scope for process development and expansion thereby classifying necessary resources required to initiate the same•Framing work direction and plan for the associates after thorough assessment of their capabilities•Mapping client’s requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the client •Ensuring uniformity in understanding the processes at the organization’s end•Suggesting alternatives for improving and enhancing the services standards and carrying out review of systems to further improve quality •Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level Show less

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  Ola

  Nov 2014 - Apr 2020

  Quality and Process Excellence

  •Identify, evaluate, and execute big impact projects across the group•Implementation of process Improvement projects through Six sigma methodologies •Transactional quality assurance for BPO voice & Non voice process services •Successful implementation of all facets of process improvement•Closely work with internal stakeholders to drive any necessary culture change and improvement in business performance to deliver •Strategize goals to ensure the organization is at par or surpass competition in the market •Coordinate with Operations Department to implement corrective and preventative actions within required time-frame and other key areas for Customer complaints.•Provide analytics support to leadership team for Supply Process and on boarding Services •During improvement projects: Drive operational activities, including evaluating the results and recommend next steps for further implementation •Execute a data-driven, statistical approach to problem solving, including gathering, analyzing and reporting data•Ensure quality strategies and processes are in place, to meet business objectives and operational needs, in terms of quality and delivery•Presenting project analysis (Productivity) and findings to leadership to obtain approval, funding and other requirements to resolve the issue Show less

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  Mejora Consulting Services

  Nov 2020 - Mar 2021

  Process Improvement Analyst
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  Zoomcar

  Apr 2021 - Mar 2022

  Program Manager
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  Suraksha Diagnostics

  Mar 2022 - Oct 2022

  Senior Manager Internal Audit
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  411 Locals

  Nov 2022 - now

  Improvement Manager