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Suvra Das

@suvradas

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Lead Quality Analyst (CRM) with 6+ years improving CSAT, coaching teams, and optimizing quality processes.

India

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What I'm looking for

I seek a leadership role in quality or CRM where I can coach teams, improve CSAT and quality processes, and drive measurable customer experience gains.

I am a Lead Quality Analyst (CRM) with over six years of experience driving customer experience and quality improvements across CRM operations. I specialize in team leadership, audit program design, training needs identification, and delivering measurable CSAT gains.

At Zupee I led quality teams, set goals and standards, and drove performance to increase CSAT from 3.2 to 3.8 while maintaining high quality scores. I designed and implemented TNI modules, prepared weekly audit and AOI reports, and conducted internal and external calibrations and QMF sessions.

I have hands-on auditing experience (50–100+ emails and calls daily), strong onboarding and OJT delivery skills, and a history of maintaining high FCR and quality metrics. I helped implement quality audit tools (Aqua, Globivian) to improve data consistency and accessibility.

I bring a pragmatic, coaching-oriented leadership style, keen attention to detail, and a focus on root-cause analysis to continuously enhance processes and customer outcomes.

Experience

Work history, roles, and key accomplishments

Current

Lead Quality Analyst

Current

Zupee

Apr 2025 - Present (7 months)

Led the CRM quality team, set goals and standards, and drove performance to increase CSAT from 3.2 to 3.8 through audits, training needs identification, and process improvements.

Quality Assurance Team Management CSAT Audit Reporting Training Needs Identification Root Cause Analysis

SME Quality Analyst

Zupee

Jan 2024 - Apr 2025 (1 year 3 months)

Served as Subject Matter Expert for CRM quality, conducting feedback sessions, creating TNI and QMF materials, delivering OJT to auditors, and maintaining quality dashboards.

Subject Matter Expert On The Job Training Dashboarding

Senior Quality Analyst

Zupee

Jan 2023 - Dec 2023 (11 months)

Managed a team and audited 50–100+ emails and calls daily, delivering feedback, conducting QMF sessions and TNI to improve quality scores and CSAT.

Auditing Email & Call Evaluation Feedback Performance Improvement CSAT

Quality Analyst CRM

Zupee

Oct 2022 - Dec 2022 (2 months)

Audited 50–100+ customer emails and calls daily, prepared weekly audit reports, maintained quality data, and facilitated QMF sessions to drive associate performance.

Auditing Audit Reporting Email Support Call Evaluation Performance Tracking

Senior Customer Relationship Manager

Zupee

Apr 2022 - Jul 2022 (3 months)

Resolved 200+ customer queries via email and calls, maintained 90% FCR and 95% quality scores, and acted as interim team lead providing OJT to new joiners.

Customer Relationship Management FCR Quality Assurance Team Leadership Onboarding OJT Escalation Management Process Improvement

Customer Relationship Manager

Zupee

May 2021 - Mar 2022 (10 months)

Resolved 250+ customer queries over email and calls, handled escalations, and maintained 85% FCR with 95% quality scores.

Customer Support Customer Escalation FCR Email Support

Partner Experience Specialist

Urban Clap

Mar 2020 - May 2021 (1 year 2 months)

Handled 35–40 partner monetary escalations and service queries, supported partner onboarding and delivered training to improve partner experience.

Partner Support Escalation Management Onboarding Training Delivery Partner Relations

Customer Care Executive

IGT Solutions

Nov 2018 - Dec 2019 (1 year 1 month)

Handled 200+ passenger queries and 70+ baggage escalation cases via calls and emails, supported ticket booking and coordinated with airport managers as needed.

Customer Service Escalation Management Ticketing Email Support Coordination