Aritrya Roy

I am a goal-oriented database management professional with an eye for detail, a passion for learning new skills with a focus on new innovative technologies.

Quality Analyst - Just Dial Limited

(2023-02)

• Audited high volumes of interactions (live/recorded calls, chats, emails) to evaluate agent performance, resolve escalations, and ensure service excellence.
• Enforced strict adherence to standard operating procedures (SOPs), scripts, and regulatory compliance, minimizing operational risk and ensuring consistent service delivery.
• Delivered targeted, structured feedback and 1-on-1 coaching to support agents, directly improving First Call Resolution (FCR) and Customer Satisfaction (CSAT) scores.
• Facilitated weekly calibration sessions with team leads, trainers, and management to align scoring methodologies and maintain 100% evaluation accuracy across the floor.
• Implemented customized performance improvement plans (PIPs) for underperforming agents, successfully elevating their quality scores by 10-15% within 60 days
• Data-Driven Reporting: Authored comprehensive daily and weekly quality performance reports, translating complex QA data into actionable insights for senior leadership and client stakeholders.
• Analysed quality metrics and QA scorecards to identify recurring customer pain points, behavioural trends, and training gaps across the contact center.

DataBase Associate - Just Dial Limited

(2016-06 - 2023-02)

• Coordinated with corporate clients
• Meetings with clients every quarter to update or renew services.
• Trained junior associates for faster ramp up and efficiency
• Handled various change requests by client and provided fixes.
• Support for clients online order handling, appointment placements

Telecaller Executive - Concentrix (formerly IBM Daksh)

(2013-11 - 2015-04)

• Visited corporate client offices to offer insurance policies renewal.
• Built relationships with clients to maintain the set targets and create new opportunities

B.Com(Accounts) (Hons) - Accounts - Dum Dum Motijheel Ravindra Mahavidyalaya (D.D.M.R.M) (2011)

CBSE(XII) - North Point Senior Secondary Boarding School (2008)

CBSE(X) - North Point Senior Secondary Boarding School (2006)