Abhibrata Choudhury
Quality Analyst
Bengaluru
9+ years of work experience
Sep 20242 yrs 1 moPresent
Bengaluru
Spearheaded a performance overhaul that increased CSAT scores from 3.6 to 4.9 through rigorous audit frameworks
and feedback loops.
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Launched a Bottom Quartile (BQ) Management program, reducing agent-wise defects through targeted coaching and
performance interventions.
•
Conducted multi-channel audits (Calls, Chats, Emails) to ensure process adherence and service quality.
•
Managed performance dashboards and trend analysis to provide actionable insights to operations and training teams.
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Led RCA and CAPA initiatives for recurring issues, maintaining SLA integrity and stakeholder confidence.
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Leveraged Microsoft Copilot to create educational emailers, process communications, and knowledge-sharing content.
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Automated recurring operational and reporting activities using AI-assisted solutions, reducing manual effort and
improving productivity.
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Utilized Claude AI to perform sentiment analysis on customer feedback and interactions, identifying key pain points,
service gaps, and dissatisfaction drivers.
•
Partnered with Operations and Training teams to convert sentiment-analysis findings into actionable improvement
plans, contributing to increased CSAT.
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Collaborated with client stakeholders to create Agent Profiling models using ServiceNow data and Claude AI insights,
enabling focused coaching and performance management.
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Designed and developed multiple ServiceNow dashboards providing visibility into quality trends, SLA performance,
agent behavior, and customer experience metrics.
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Played a leadership role during account transition, establishing reporting frameworks, quality governance processes,
performance metrics, and stakeholder alignment to support successful transition to Live Operations.
Mar 20231 yr 7 mosSep 2024
Bengaluru
Handling 9 accounts + IM & CM Tea
Assist customers and requesters to ensure they have a positive customer experience.
• Daily management of operation activities with team of team leads and system analysts including logistics,
Resource/equipment planning, staffing, quality control and reporting. End to end operational tasks & people Management.
• Relationship Management with clients addressing their concerns, fixing issues and making sure all the needs are met.
Performance Monitoring by closely monitor the performance of vendors to ensure they meet agreed-upon service levels, quality standards, and contractual obligations. This involves setting key performance indicators (KPIs) and tracking vendor performance against these metrics.
Risk Management: Identifying and mitigating risks associated with vendor relationships is critical.
• Collaboration between stakeholders and program teams.
• Identify possible risks and devise mitigation methods to ensure business continuity and compliance and security standards are met.
Following up change management, release management, Incidents, and SR activities
• Handle and track customer issues and escalations for multiple accounts/clients and reduce the overall trend of errors.
Take ownership for all relevant Service Operating
Procedures to ensure they are fit for purpose and governed according to accepted Global standards.
• Managed implementation of new technological improvements resulting in increased efficiency.
Participate in continuous improvement projects and initiatives to enhance the customer experience.
• Worked with the Talent Acquisition team for screening and hiring new employees, once employees are onboarded, handled their training and supported their development.
• High proficiency in a broad range of computer skills including ServiceNow ticketing tool, ARIBA, SAP, Outlook, Word, Excel, PowerPoint, Share Point/ Team Sites, and demonstrated ability to learn new software.
Aug 20213 yrsJul 2024
Bangalore Urban, Karnataka, India
Supporting end users for the installation of Software.
▪ Troubleshooting of Lotus Notes application on the user's machines.
▪ Configuring Databases in Lotus Notes ; Assisting in resolving Lotus Notes issues
▪ Training new hires on the accounts and providing floor support as and when required.
▪ Working on the weekly productivity reports.
Apr 20192 yrs 4 mosJul 2021
Bangalore
Responsible for providing first-level help desk support, solving problems, and documentation in Service Now.
▪ Password resets for Active Directory, Mainframe, SAP, and Lotus Notes.
▪ Approximately answered 60-70 customer queries through chat.
▪ Issues relating to VPN, Internet, MS Office including MS Outlook
Feb 20171 yr 8 mosSep 2018
Bangalore
Manage the inside sales representatives’ team.
• Set and track sales targets for your team.
• Prepare monthly, quarterly, and annual sales forecasts.
• Understanding customers' needs and identifying sales opportunities.
• Answering potential customers' questions and sending additional information per email.
• Keeping up with product and service information and updates.
• Creating and maintaining a database of current and potential customers.
• Upselling products and services.
• Researching and qualifying new leads.
Feb 20171 yr 8 mosSep 2018
Sales Strategy: Managed inside sales representatives, setting and tracking monthly, quarterly, and annual targets. Growth: Identified sales opportunities through customer needs analysis and upselling.
Abhibrata’s AI Stack
Education
Bachelor of Technology, Electrical, Electronics and Communications Engineering
Maulana Abul Kalam Azad University of Technology, West Bengal formerly WBUT
20124 yrs2016
ICSE
Calcutta Boys' School
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