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Sharmila Patnaik

@sharmilapatnaik

Quality Analyst Specialist at Angel One Limited managing sales call quality and SQL-based MIS reporting.

At Angel One limited, Mumbai, I manage a team of Quality Analysts supporting daily call quality for the sales acquisition function. I conduct sales call audits, calibrations, quality reviews, and ATA to identify performance gaps and recommend training initiatives.

I prepare quality performance reports and PAN India dashboards, using SQL-based data analysis for MIS reporting and business decisions. Previously at Haptik Infotech Pvt Ltd, I prepared reconciliation and loss reports while handling transaction-related escalations and chat quality reviews.

Experience

Work history, roles, and key accomplishments

Current

Quality Analyst- Specialist B2C sales

Current

Angel One Limited

Feb 2018 - Present (8 years 8 months)

Conducted daily sales call audits, quality review sessions, call calibrations, and ATA to identify performance gaps and recommend training initiatives. Managed a team of Quality Analysts and collaborated with cross-functional teams to drive continuous improvement in sales processes.

Sales Analysis Quality Assurance Team Management SQL MIS Reporting Data Analysis Dashboarding Stakeholder Management Process Improvement

Operation Executive- Transactions and Quality

Haptik Infotech Pvt Ltd

Jan 2016 - Dec 2017 (1 year 11 months)

Prepared weekly and monthly reconciliation reports covering transactions, refunds, cashbacks, and banking operations. Managed escalations and monitored chat interactions to enhance product performance and customer experience.

Reconciliations Escalation Management Quality Assurance Customer Experience Microsoft Office Reporting