Abhijit Joy Ghosh is seeking a position that allows him to apply his knowledge and skills to contribute to organizational growth. He has over 11 years of experience in customer service roles for companies in various industries. His most recent role is as a Senior Quality Analyst at Aegis Global in Bangalore, where he monitors agents, provides feedback, and ensures quality standards are met. He has a BA from City College Calcutta University and certifications in HSBC credit cards and quality assurance tools.

1. Resume
AbhijitJoy Ghosh
Email ID:joy_ghosh37@rediffmail.com
Cell Number:9886282549
Career Objective
To be associatedwithaprogressive organization thatgivesscope toapplymyknowledge andskill tobe
a part of a team thatdynamicallyworkstowardsthe growthof the organization.Be apart of the
functionandto ensure toeffectively contributetobuildahighqualityperformance teamandquality
service delivery systemacrossthe programsto enable the operationstomeetdefinedperformance
goals.
AcademicProfile
a. BA EnglishCity CollegeCalcuttaUniversity
b. A10+2 AISSCECentral Board
c. 10 CBSE
Project Profile
Messers: S.S INTERNATIONAL(Kolkata)
BusinessAssociate:(02/1999 -10/2006) NonBpo
Importsand Sales,tofacilitate promotionof machines andpromotingbusinessbyshowcasingthe
improvedtechnologyandproductionlevels,mainlyOrdnance Factories
HSBC (hdpi) (CreditCards)Kolkata
Staff ID No:99696347
People soft:43300784
SeniorAssociate (10-2006- 09-2007)
Handlingthe customerswithanyandeverycreditcard query theyhadregardingbillscharges
and the payment details, lettingthemknow aboutthe balance transfersandthe ratesthat may

2. suittheirneedsandalsopitchingforthe insurance,helpingthe customerstofile fordisputesin
case of fraudulentchargesetc.
Rs2.75LPA
Total Experience(10Months)
Albatross India –LogisticsKolkata
SeniorAssociate (11-2008- 11-2009)
Checkingandtrackingconsignmentsacrossthe US andhandlingupdatesabout the changesto
destinationsonareal time basis.
Rs2.75LPA
Total Experience:1Year
AegisGlobal Bangalore (ITPL)
SeniorQualityAnalyst(12-2013-04/2016Till Date) ExpediaNA service
Role:To monitoragents onthe floorandprovide effectivefeedbackandconductcalibrationstoreduce
the variance and improve the overall performanceonthe floor,conductcoachingandfeedbacksessions
alongwiththe operationsandtrainingtosetthe right expectations, checkforthe fatal nonfatal errors
and to determinethe outliersandprovide feedbacktill theyimplementandcontinue tomonitortheir
progress.
CurrentDesignationonpapers -1Year 5 months
Rs. 3.50Lpa.
Profile Summary:
Total WorkExperience inBpo: In YearsMonths: 5 Yearsin internationalBPO.
Total Experience:11years
CurrentDesignation: SeniorQualityAnalyst
Current Job Descriptions: Monitoringadvisors onthe floorandkeepingatrack of the compliance
scores,givingreal time feedbackandremotelymonitoringthemtosee the implementationof feedback
provided.Calibrationwiththe clientstoensure the programchallengesare metona regularbasisand
the variance iskeptto a minimumand the definedmetricsare met.Conductingmeetingwiththe

3. trainingandthe operationstosetexpectationsandfollow upona regularbasison dayto day updates of
the process.Coachingthe newhire andthe OJT batchesand takingcare of the attritionandthe initial
transitionof the newpeople alsotakingcare of the shrinkage withthe operationsandmovingthemto
the operationsfromtrainingtoOJT to operations.
Trainingthe regularadvisorsabout the qualityandthe processknowledge toensure asmooth
transitionfromtrainingtothe operations.
Key Skill Set: Airline ticketingandhotel reservations,changing of the ticketsasperthe airline fare rules
and checkingthe communication skillsof the advisors.
Knowledgeaboutthe creditcard industry,balance transfersandthe creditratingsandinsurance
productsto accept paymentsonvirtual checksandexplaincreditcardstatementstothe customers(US
process) Bankshandledbefore –HSBC,WellsFargoandOrchardBank.
Certifications :
Trained on HSBC credit cards from HSBC
QA certification and the 7 tools of Quality from Aegis.
Personal Details
Date of Birth: 16/05/1978
Gender : Male
Present Address: No 11, 1st Cross Oil Mill Road Kammanahalli Bangalore 560084 Karnataka
Passport Number: N7391149
Contact Number : 986282549/7892903735
Permanent Address: AE-510 Salt Lake Kolkata 700064 West Bengal
Declaration:
I hereby declare that the information furnished above is true to the best of my knowledge.
Thanking You

4. Date:
Place: Bangalore
Signature: