Raj Maity

Team Lead Quality with 5 years of experience in BPO/Call Centre operations, specializing in Quality assurance, process improvement, compliance, and team coaching. Proven ability to improve CSAT, reduce error rates, and drive agent performance through data driven quality frameworks and effective feedback mechanism. Also experienced as Workforce Management Executive for 2 years with skills in forecasting, scheduling, real-time monitoring, and reporting in BPO/operations environments.

Strong Production

Agent background with excellent communication, workflow coordination, and quality checking abilities in BPO environments.

Team Lead Quality at Dubuat Engineering (2020-12 – 2026-01)

• Led a team of 8 Quality Analysts, ensuring consistent quality monitoring across voice process.
• Conducted daily/weekly call audits and shared actionable feedbacks to improve agent performance.
• Achieved 40-45% improvement in QA scores through targeted coaching and process refinement.
• Managed calibration sessions with operations and clients to align quality standards.
• Prepared and presented weekly/monthly MIS reports highlighting trends, gaps, and improvement plans.
• Partnered with Training and Operations teams to reduce repeat errors and improve CSAT, REPEATS, and FCR.
• Ensured adherence to SOPs, compliance, and data security standards.
• Monitored Quality Analysts interaction with Agents and their Feedbacks.
• Delivered structured feedbacks to Quality Analysts how to improve communication and process accuracy.
• Identifying Quality gaps and also monitoring conversation of Quality Analysts and Team Assigned and provide feedback to be a Team Player for Excellent Results.
• Maintained detailed audits and compliance documentation not compromising in SLA
• Promoted to Team Lead Quality Analyst within 2 years.
• Recognized for Best Quality Performance (2022)
• Successfully supported client audits with zero major non-compliance findings.

Workforce Management Executive at Dubuat Engineering (2018-09 – 2020-09)

Skilled in forecasting, scheduling, real-time monitoring, and reporting in BPO/operations environments. Experienced in optimizing staffing levels, tracking KPIs, and ensuring SLA adherence. Adept in using WFM tools, analyzing data trends, and improving operational efficiency.

• Assisted in creating daily and weekly staffing schedules based on forecasted volumes.
• Monitored real-time call queues, staffing gaps, login/logout updates, and agent adherence and SLA risks.
• Prepared hourly & daily reports (SLA, AHT, shrinkage, occupancy).
• Prepared 30+ daily / weekly WFM reports including SLA by 15%, AHT shrinkage, and occupancy.
• Supported the operations team by providing real-time updates for performance improvement.
• Helped identify trends causing SLA drops and recommended corrective actions.
• Coordinated with Team Leaders to manage absenteeism, break adherence, and schedule compliance.
• Identified performance gaps and recommended corrective actions.
• Generated hourly/daily/weekly reports (AHT, SL, Forecast Accuracy, and Occupancy).
• Created agent schedules ensuring optimal staffing and minimization of idle time.
• Release all daily BAU reports after thorough review.
• Generate both periodic and ad hoc reports as needed.
• Preparing Month end and Quarter end PowerPoint presentation for management reviews.
• Attending regular meetings with the management to note all the latest updates and cascading the same to team members.
• Mentoring and coaching the team members in new technology to improve the skills.
• Interprets data and turns it into meaningful information which can offer ways to improve a business, thus affecting business decisions.
• Responsible to gather information from various sources and interpret patterns and trends.
• Creating dashboards and key trends using analytic tools like Power BI.
• Responsible to automate all the manual reports to reduce the effort and save time.
• Regular meetings with the automation team to track the status and target to close all the automation before time.
• Perform UATs when there is any new changes in the dumps or reports are created.
• Give the UAT comments; document the test results and deviations.
• Make changes in existing reports during re-org, design new reports based on new requirement.

Production Agent L3 at Dubuat Engineering (2015-06 – 2018-06)

Strong communication, workflow coordination, and quality checking abilities in a BPO Environment. Skilled in managing Production Queues, maintaining SLAs, monitoring process performance, and delivering accurate results within strict timelines. Quick Learner with strong analytical thinking and a commitment to operational excellence.

• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Update own availability in the RAVE system to ensure productivity of the process.
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions.
• Resolve client queries as per the SLAs defined in the contract.
• Document and analyze call logs to spot most occurring trends to prevent future problems.
• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting.
• Avoids legal challenges by complying with service agreements.
• Ensure all product information and disclosures are given to clients before and after the call/email requests
• Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution
• Maintain and update self-help documents for customers to speed up resolution time
• Completed mock production tasks including data verification, updating records, and maintaining task logs
• Created sample productivity reports using Excel and Google Sheets.
• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions
• Assist clients with navigating around product menus and facilitate better understanding of product features
• Troubleshoot all client queries in a user-friendly, courteous and professional manner
• Accurately process and record all incoming call and email using the designated tracking software
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract.
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers, clients and business.

BCA in Computer Applications – SIKKIM MANIPAL UNIVERSITY

12th – Ram Mohan Mission High School

10th – St.Anthony's School