SB

Sandip Bera

I am a highly collaborative and determined Assistant Manager in Quality, driven by a strong sense of accountability and ambition. With 5 years of experience, I thrive on finding pragmatic solutions and adapting flexibly to challenges, always focused on achieving impactful results.

Open to

Kolkata · Noida

Work style

Hybrid, Remote

Availability

Available in 60 days

Identity verified by DigiLocker
Contact details — on requestProof of Work — on request

Experience

E

Assistant Manager in Quality

EXL SERVICES PVT. LTD. · May 2026 – Present

Not yet confirmed
  • Lead and support implementation of Lean, Six Sigma, 5S, and Kaizen methodologies to streamline workflows and reduce defects/errors.
  • Conduct regular process, product, and system audits to identify non-conformances, inefficiencies, or operational risks.
  • Develop, update, and maintain standard operating procedures (SOPs), quality manuals, and guidelines across departments.
  • Analyze customer complaints, process failures, and non-conforming outputs using techniques like 5 Whys, Fishbone (Ishikawa) Diagrams, and FMEA.
  • Design, implement, and track Corrective and Preventive Action (CAPA) plans to ensure root causes are addressed and prevent recurrence.
  • Monitor and report on core quality metrics, such as First Time Right (FTR), defect rate, customer satisfaction (CSAT/NPS), and turnaround times.
  • Prepare weekly/monthly quality scorecards, trends analysis, and executive summaries for senior leadership.
  • Ensure adherence to relevant quality standards (e.g., ISO 9001, ISO 13485, GMP, IATF 16949, or SOC 2, depending on the industry).
  • Supports clients to take corrective actions by users.
  • Assist in preparing for, facilitating, and responding to internal audits, external client audits, and regulatory inspections.
  • Train, mentor, and coach frontline staff, process owners, and quality auditors on quality tools and standards.
  • Directly manage daily routines, workload distribution, and performance evaluations for quality analysts and inspectors.
  • Serve as a bridge between operational teams, clients, and suppliers regarding quality expectations, feedback, and SLA compliance.
  • Work closely with Operations, Product, Engineering, and Supply Chain teams to integrate quality checks into every stage of the lifecycle.
E

Quality Analyst

EXL SERVICES PVT. LTD. · Mar 2023 – May 2026

Not yet confirmed
  • Audits of billing accounts worked by back office users
  • Coaching and feedback given to agents based on their errors
  • Keep a track of remedial actions taken by users after rectifying their errors
  • Records parameter of errors count and error library
  • Deliver reports of audit scores along with error sheet
  • Analyze root cause of performance dip and deliver report
  • Drives to deliver ideas for process improvement
  • Evaluates ideas submitted in the portal
  • Supports operation team in production when required
  • Attends daily briefing calls with clients
  • Rolls out new updates and instructions provided by clients
E

Customer Care Advisor

EXL SERVICES PVT. LTD. · Oct 2012 – Mar 2023

Not yet confirmed
  • Conferred with customers about concerns with products or services to resolve problems and drive sales.
  • Defused customer concerns with exceptional conflict and problem resolution skills.
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
  • Identified customer issues with products or services, investigated causes, and initiated resolutions.
  • Assessed and offered solutions to improve procedures and customer experiences.
  • Maintained 100% conversion rate on turning incoming calls into scheduled appointments.
  • Exceeded the quality goal by carefully applying scripts and personal knowledge to address and correct problems.
  • Directed customers to appropriate departments for additional support.
  • Managed billing, service and account issues for Utility customers.
  • Responded to customer needs through competent customer service and prompt problem-solving.
  • Verified accuracy of customer account information and updated when necessary.
  • Responded to customer inquiries via phone, email, and web-based platforms.
  • Requested escalation for unresolved issues.
  • Achieved 90% satisfaction rating through consistent, proactive resolutions of customer issues on first call.
  • Recorded product or service failure complaints and notified appropriate departments.
  • Accurately tracked and recorded all customer interactions in CRM platform.
I

Customer Care Executive

IBM DAKSH · Nov 2009 – Aug 2011

Not yet confirmed
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers in fast-paced environment.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Answered constant flow of customer calls with numerous calls in queue per minute.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
R

Marketing Executive

RAJA BISCUIT IND.PVT. Ltd · Nov 2005 – Mar 2008

Not yet confirmed
  • Developed and implemented targeted digital strategy to improve business performance.
  • Developed new branding strategies and marketing collateral to foster business development and achieve revenue targets.
  • Traveled to promote current programs and identified areas for future growth.
  • Helped incorporate product changes to drive customer engagement and firm profits.
  • Initiated market research studies and analyzed findings.
  • Managed entire sales cycle across customer accounts, proposing and closing sales to achieve total revenue growth, profit and customer satisfaction plans.
  • Directed and coordinated marketing activities and policies to promote products and services.
  • Compiled product, market and customer data to forecast accurate sales and profit projections.

Skills 0 proven through work

Also works with

TeamworkCustomer Expectation ManagementTeam BuildingWork Planning and PrioritizationSix Sigma MethodologyFollowing InstructionsAccount ManagementStakeholder Communication AdaptationFeasibility and Impact AssessmentCreative BrainstormingApplication Error LoggingAudit Findings PresentationKnowledge Base Design & ManagementDefect TrackingPerformance Feedback ConversationsFinancial Audit SupportVendor CoordinationClient FocusCross-Departmental CoordinationStakeholder ManagementTeam SupervisionMentoring and Peer CoachingOrganizational Culture StrategySoft Skills Training DeliveryTeam LeadershipAudit DocumentationCompliance ManagementDashboard UI DesignKPI AnalysisMarketing Performance ReportingData ScienceIncident ManagementTechnical TroubleshootingRemediation PlanningRoot Cause AnalysisSOP DevelopmentInternal Audit ExecutionOperations ManagementProcess Improvement

Proof of Work

Proof of Work

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Education

I.S.C, Science stream

The Assembly Of God Church School · 2001 — 2001

I.C.S.E, General

The Assembly Of God Church School · 1999 — 1999

Bachelors degree, Tourism

IGNOU · 2019 — 2025

Contact details

Contact details

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