Analyst - IPAC (Indian Political Action Committee) - Kolkata, West Bengal
(2022-06)
- Managed a 25-member team in the Ek Dake Abhishek (EDA) Grievance Redressal System, handling inbound and outbound call operations.
- Conducted training sessions for agents, team leaders, and quality analysts; prepared, updated, and corrected training materials.
- Monitored call audits, ensured call quality, and tracked attrition and shrinkage levels.
- Coordinated with stakeholders and government officials to escalate grievances for timely resolution.
- Processed and cleaned large volumes of unstructured data into structured formats, enabling accurate reporting.
- Created dashboards and reports to derive actionable insights for decision-making.
- Utilized clean data for trend and quality analysis to strengthen operational efficiency.
- Supported operational management of Sebashray outreach initiative led by MP Abhishek Banerjee; trained on-ground staff, maintained dashboards, and prepared daily operational reports.
Data & Senior Quality Analyst - CPIL (Century Plyboards India Ltd.) - Kolkata, West Bengal
(2021-11 - 2022-06)
- Handled two branch agencies, coordinating with project management, audit, and quality control teams.
- Performed statistical evaluation of project factors and presented results in structured formats.
- Validated agency sales through auditing sales calls.
- Ensured quality and process adherence via super-auditing, calibration, and training delivery.
- Built organized reports from structured and unstructured data.
- Assessed project performance metrics to identify areas for improvement and successful practices.
- Managed and monitored team performance, maintaining statistics to ensure efficiency and target achievement.
- Explored strategies to generate additional business opportunities and revenue.
Senior Executive in Data & Quality Analyst - IPAC (Indian Political Action Committee) - Kolkata, West Bengal
(2019-08 - 2021-05)
- Mapped client needs and provided tailored solutions.
- Collaborated with cross-functional teams to extract and analyze data for actionable insights.
- Managed a 34-member team in the Didi Ke Bolo (DKB) Grievance Redressal System, covering inbound and outbound operations.
- Conducted training, performance reviews, and mentoring for agents, team leaders, and quality analysts.
- Conducted call audits, ensured quality and process compliance through super-auditing and calibration, tracked attrition and shrinkage, and managed team performance to drive efficiency and target achievement.
- Coordinated with stakeholders and government officials to escalate grievances.
- Processed and structured large datasets, created dashboards, and derived insights for decision-making.
- Developed content, scripts, translations, and research for political campaigns.
- Contributed to strategy, planning, and reporting for initiatives such as Pathashree Abhijan, Paray Paray Samadhan, and Duare Sarkar.
Helpdesk Assistant - Freelancer - Kolkata, West Bengal
(2017-01 - 2019-05)
Worked in various government projects and in Projects of Clickworker and Quadrant resource company.
P.A. to the C.E.D - GRAMIN SAMRIDHI - Kolkata, West Bengal
(2015-06 - 2017-04)
- Prepared detailed reports, aiding strategic decision-making.
- Trained new staff, fostering a productive work environment.
- Liaised with stakeholders, strengthening professional relationships.
