Deb Kumar Mukherjee Email & Phone Number

Vadodara, Gujarat, India

Kolkata Area, India

* Responsible for Total Quality Management (TQM) for both the offices at Kolkata and Gurgaon* Promoting quality achievement and performance improvement across the organisation* Maintaining a constant awareness of the business context and company profitability* Assessing product specifications and customer requirements * Ensuring compliance with national and international standards * Considering application of environmental and health and safety standards * Agreeing in-house standards * Defining processes and procedures in conjunction with operating staff * Bringing together staff of different disciplines and driving the group to formulate and agree comprehensive quality procedures* Working methodically to establish a clearly defined management system that all staff can apply * Setting up and maintaining controls and documentation * Supervising technical staff in carrying out tests and checks* Ensuring tests and procedures are properly understood, carried out and evaluated and that product modifications are investigated if necessary* Collating and analysing performance data against defined parameters * Writing technical and management system reports * Supervising the programme of internal auditing* Supervising the programme of continual improvement to product or services* Pinpointing relevant quality-related training needs

Kolkata Area, India

 Designed and delivered training programs for employees.  Huge experience of delivering sales in inbound/outbound Ability to deliver sales training that focuses on up-selling and cross-selling,  Familiarity with instructional and curriculum design. Exceptional ability to inspire and motivate others to pursue accomplishments. Profound ability to assess learner’s performance in the classroom. Ability to develop action plans to move those with substandard performance to the desired level of performance. Scheduled New Hire training. Took part in Quality administration of the organization Applied and monitored adherence to standard operating procedures. Responsible for attrition control and performance of the trainees (new joiners) Responsible for delegation of work to the other trainers working under me. Monitoring the performance of other trainers working under me.

Kolkata Area, India

 Responsible for leading a dedicated team of QA Specialists who audit/validate reps work. Supervising a QA team that transacts with operations and training department. Establishing and maintaining communications with the client and other internal teams.. Making, overseeing, and delegating quality reports for the center’s other departments and for the clients. Responsible for control and performance of the QA team.

Kolkata Area, India

1. Set up and implement a process in validating/auditing employees' work that is aligned with the quality parameters of the client.2. Set up and implement the internal quality parameters that the employee will follow and will have a positive impact in the centers' revenue3. Make sure that QA team is up to date and calibrated with the client in terms of quality.4. Conduct calibration and training with reps, TL’s, and QA team5. Hiring and recruitment process for agents/operations/quality.6. Handle HR related matters, quality initiatives, incentives and bonuses of QA team.7. Head conference calls with clients, QA’s and operations and cascade the client related updates to the different departments of the center.8. Make reports that will assess the center’s performance and provide action plans as such.9. Adhere to client’s SLA’s, special requests and ensure good client business relationship.10. Assist operations meeting standards and metrics.11. Providing direction, motivation & training to the QA members.12. Training new teammates and giving orientation of the business process, Cross-functional teamwork and counselling & performance reviews with the Supervisors13. Ensuring optimum performance for all operations related departments.