Stella Dutta Singh

Email: stella.duttasingh@gmail.com
Contact: +91 9175955167
Seeking a challenging & responsible position, that provides an opportunity for quality assignments to
enhance my management skills, catering to the requirements of an actively growing organization

PROFILE
♦ Hard working & enthusiastic professional with 8 years of experience in different domains like Quality Analysis,
Process Compliance, Delivery Excellence & Client Relationship Management
♦ Excellent track record for maintaining & improving quality standards and delivering results in Client Projects
♦ Aggressively instrumental in reaching out to customer & client needs & satisfaction, exhibiting self-administrative
& customer care skills for self-development & hence expediting & resonating organizational growth
♦ Sound knowledge in Quality management through 7QC.
♦ Sound knowledge of Quality measuring parameters for effective management of transactional quality.
♦ Works well in both team environments and individual assignments thus ensuring optimum performance
♦ An energetic and dynamic person with expertise in listening & resolving problems, working under pressure
situations & proficient in delivering high quality results
♦ Exceptional communication, presentations and mentoring skills with distinguished abilities in leading teams for
developing business continuity plans, procedures and service standards for business excellence.
♦ Basic knowledge of writing SQL queries for data extraction to generate team quality reports.

WORK EXPERIENCE

❖ TIAA GBS – June 2018 to June 2020

Quality Analyst:

♦ Auditing voice calls for US NCC team (for 401A,403B,457B retirement plans and loan) and provide
necessary feedback with coaching packages if needed.
♦ To maintain the update tracker with latest process update based on daily meetings with US team.
♦ Calibrate with US QA team to make sure everyone is on same page.
♦ To create Audit process manuals for individual call types.

❖ WNS Global Services Ltd., Pune. - [October 2015 – March 2018]

Quality Lead: Oct’15– Mar'18

♦ Process improvement: Transactional quality, Customer experience & service enhancement

♦ Process Adherence: Quality parameters, Compliance, Audit & Feedback
♦ Analysis: RCA for Audit/Survey outcomes, Error trends and mitigation plans, Areas of improvements and
tracking
♦ Exception handling: Revenue maximization via exception clearance for bill generation, customer
negotiation/appointment for resolution
♦ Project assistance: Client sponsored analytics projects for Volume reduction, Hand-off accuracy, AHT
optimization, RPA pilot studies.
♦ Team Handling: Lead a team of 15 people for their quality, process improvements and trainings.

❖ TCS Kolkata [April 2012 – Jun 2015]

- Information Process Analyst
 Stella Dutta Singh
Email: stella.duttasingh@gmail.com
Contact: +91 9175955167
♦ Responsible for providing 24x7 remote supports for the production and quality checking as well as
completing work within a predefined SLA defined by the client.
♦ Giving training to the newly joined people, introducing them to the work, the process and giving them full
support to learn and completing the work given to them.
♦ Analyzing the queries with efficient resolutions.
♦ Now experienced in all sub-domains of Utility viz. Electricity, Gas and Water.
♦ Currently working on Retirement and Annuity domain and having knowledge on 401A,403B,457B
insurance plans and loans.

EDUCATION
♦ 2014: M.A. in English Literature from University of Kalyani.
♦ 2011: B.A. in English Literature from University of Kalyani.
♦ 2006: 10th from Berhampore Girls’ Mahakali Pathshala.

TRAININGS
♦ Completed a Language Certification in English from British Council.
♦ Have taken few soft skill trainings regarding corporate culture
♦ Completed a web-based training on MS Excel.
♦ Certified in Basics of Excel from NIIT.

ACHIEVEMENTS AND ACCOLADES

♦ Received appreciations for supporting the team to complete the assigned work.
♦ Received first prize in State Level Debate Competition and plenty of prizes in Recitation Competitions.
♦ Topper in Process Training at WNS as well as TCS.
♦ Consistently received the Best Performer for a long time (approx. months).
♦ Have excellent quality assurance score of 0% variance for which I received recognition as ‘Best Newcomer
Quality Lead’.
♦ 6 RNR Awards within 8 months which includes a month of training.
▪ Best in Quality RNR.
▪ Consistent Performer RNR.
▪ RNR for taking initiatives in team.

PERSONAL DETAILS
♦ DATE OF BIRTH: 04.01.1991
♦ GENDER: Female
♦ NATIONALITY: Indian
♦ MARITAL STATUS: Married
♦ LANGUAGE KNOWN: English, Hindi, Bengali
♦ Current City/Location: Hadapsar, Pune
 Stella Dutta Singh
Email: stella.duttasingh@gmail.com
Contact: +91 9175955167
HOBBIES
♦ Passionate for cooking.
♦ Listening to music, reading novels, writing poems.
Stella Dutta Singh