Mahashweta Basu

I am Mahashweta Basu. I have total experience of 6 years in this industry. Currently I am working as a Quality expert at British Telecom. I'm open to work with any prestigious organization.

Quality Expert at BT eServ India Private Limited Consumer (2024-02 – Present)

As a Quality Expert at Data Integrity and Colleague offers team

• Conduct quality audits on customer interactions to ensure compliance and service excellence
• Identify performance gaps and provide actionable feedback to improve agent performance
• Analyse trends and highlight root causes impacting quality and customer satisfaction
• Collaborate with operations and training teams to improve processes and outcomes
• Manage escalations effectively and ensure timely hand-offs to relevant stakeholders
• Ensure all tasks are completed within defined SLAs and service standards
• Analyze financial and operational data to generate actionable insights and reports
• Adhering to quality management policies, standards, and compliance frameworks
• Act as a central point of contact for quality-related issues
• Support and manage workstreams within larger projects and operational initiatives
• Promote adoption of standardized processes, systems, and best practices across teams
• Contribute to management system reviews through data and performance inputs
• Investigate and resolve compliance-related issues and risks

Data Integrity Analyst at BT eServ India Private Limited Consumer (2022-01 – 2024-01)

As a Business Support Advisor at Data Integrity

• Being a part of Product Support Group to work on Autofix/SNOW tickets where we deal with critical & HLC cases
• Aligned to the Data Integrity team which works on complex broken orders, beyond the scope of the frontline agents
• Having access to discrete billing platforms in order to correct billing disputes on customer's account
• Fixing broken orders and sending them on the happy path
• Making sure all assets information are updated across all systems
• Supporting and mentoring new entrants in the team
• Maintaining performance and contributing towards target achievement for the span
• Highlighting process challenges and giving recommendations for process improvement/automation

Customer Care Executive at Tech Mahindra Ltd. Kolkata (Client - Flipkart) (2020-08 – 2021-12)

As a Customer Care Executive at Flipkart

• Voice Process
• Email Process
• Chat process
• Updating Details to the server
• Issue escalation to other departments
• Helping with the training of new employees

MBA in Operations Management – Indira Gandhi National Open University (IGNOU)

Bachelor of Tourism Studies in Tourism Studies – Indira Gandhi National Open University (IGNOU)

Bachelor of Arts in Hospitality Management – University of West London at IIHM, Kolkata (2017-06 – 2020-11)

3-Year Advanced Programme in International Hospitality Administration – International Institute of Hotel Management, Kolkata (2017-06 – 2020-11)

Higher Secondary Examination – Pannalal Institution, Kalyani (2016)

Secondary Examination – B.C.M. Govt. Girls' H.S. School, Kalyani (2014)