Sayan Mukhopadhyay
@sayanmukhopadhyay
Senior Quality Analyst focused on QA, process optimization, and AI-powered reporting for customer service teams.
IndiaWhat I'm looking for
I’m a results-oriented Sr Quality Analyst known for leadership, strong problem-solving, and a commitment to outstanding customer service quality. In my current role, I consistently achieve audit targets, update guidelines based on new process changes, and coordinate calibration and orientation for new hires.
Across customer support and QA experiences, I’ve supported managers with reporting for business reviews and taken ownership of quality assurance and process-gap identification. I build automated reporting tools using Google Apps Script and enhance QA frameworks with AI, including an AI-powered QA training video initiative for call center agents.
Experience
Work history, roles, and key accomplishments
Sr Quality Analyst
Full Creative
Feb 2020 - Present (6 years 6 months)
Achieved regular audit targets and supported service delivery with call-out communications and guideline updates for new process changes. Built automated QA/reporting tools using Google Apps Script and AI, and created Looker Studio reports for the service delivery team.
Provided inbound technical support for McAfee and supported QA audit requirements. Prepared QBR/WBR reports, assisted with team management (including shrinkage, attrition calculation, and roster scheduling), and communicated process gaps to the service delivery team.
Handled inbound customer service for Du Telecom and resolved SIM card issues.
Executive
Aegis
Dec 2008 - Jun 2010 (1 year 6 months)
Provided inbound customer service for Tata Indicom and resolved SIM card issues.
Education
Degrees, certifications, and relevant coursework
Kulti College
Graduation (Accountancy-Honours), Accountancy
Completed graduation in Accountancy (Honours) at Kulti College, affiliated with Burdwan University, in 2006.
West Bengal Council of Higher Secondary Education
Higher Secondary (Commerce), Commerce
Completed 10+2 (Commerce) from West Bengal Council of Higher Secondary Education in 2003.
West Bengal Board of Secondary Education
Matriculation, Secondary Education
Completed matriculation from West Bengal Board of Secondary Education in 2001.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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