Summary
Overview
Work History
Education
Skills
Timeline
Generic

Subhankar Saha

Toronto,ON

Summary

Results-driven Business Analyst and Senior Quality Analyst with 7 years of experience in the IT, Retail, Education, and BPO sectors. Expertise in requirements gathering, data analysis, process improvement, and stakeholder management. Proven track record in leveraging insights from customer satisfaction metrics, performance tracking, and process optimization to drive business outcomes. Skilled in collaborating with cross-functional teams to implement effective solutions that enhance both operational efficiency and customer experience. Seeking to leverage strong analytical skills and a proven track record in data-driven decision-making to transition back into a Business Analyst role, with a focus on delivering strategic value to business operations

Overview

14
14
years of professional experience

Work History

Senior Quality Assurance Analyst

Teleperformance Inc
04.2023 - Current
  • Managed relationships with cross-functional teams, including Operations, Training, and Leadership, ensuring quality metrics aligned with business goals.
  • Delivered detailed strategic reports on quality performance, including root cause analysis and trend forecasting, to senior management, enabling data-driven decisions for operational improvements.
  • Enhanced performance tracking by implementing advanced KPIs, such as CSAT, Net Promoter Score (NPS), and Service Level Agreements (SLAs), helping the team meet service targets consistently.
  • Collaborated with business analysts to improve customer service processes, using insights from call audits to implement targeted process improvements that led to a 20% improvement in customer satisfaction scores.
  • Developed and presented monthly quality performance reviews to key stakeholders and clients, offering insights and recommendations for improving service delivery.
  • Led cross-departmental quality improvement projects, collaborating with Business Analysts and operational teams to ensure quality benchmarks were met across multiple campaigns.
  • Worked with business analysts to collect and analyze customer feedback, providing actionable insights that influenced product and service improvements.

Quality Assurance Analyst

Teleperformance Inc
09.2021 - 03.2023
  • Audited customer service calls to ensure compliance with company policies, procedures, and quality standards, identifying areas for improvement in agent performance.
  • Generated reports on customer satisfaction metrics and call quality, providing actionable insights to improve customer service and meet key performance indicators (KPIs).
  • Tracked and analyzed agent performance using metrics like Average Handle Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT), creating dashboards and performance reports to support data-driven decision-making.
  • Collaborated with the management team to develop and refine quality metrics, contributing to improved tracking of agent productivity and overall call center performance.
  • Gathered qualitative feedback on customer experience from call audits, providing input into process improvements aimed at enhancing the customer journey.

Business Analyst (Education Domain)

Cognizant Technology Solutions
11.2017 - 11.2019
  • Led requirements gathering for the Learning Management System (LMS) implementation for an educational institution, focusing on student data management, course delivery, and reporting.
  • Collaborated with business stakeholders to define project scope and gather detailed business requirements.
  • Performed data analysis and collaborated with IT teams to define functional and non-functional requirements for the LMS.
  • Delivered detailed functional specifications, user stories, and use cases for development and testing.
  • Assisted in the migration of legacy data to a new cloud-based LMS platform, improving reporting capabilities by 25%.
  • Facilitated meetings with cross-functional teams (development, QA, and business units) to ensure projects met timelines, budget, and business goals.
  • Conducted training sessions for end-users to ensure smooth adoption and transition.
  • Supported UAT and system deployment, ensuring all deliverables met business requirements.
  • Managed and prioritized feature backlogs in collaboration with product owners and stakeholders using Agile methodologies.

Business Analyst (Retail Domain)

Cognizant Technology Solutions
04.2016 - 10.2017
  • Conducted comprehensive business analysis for a Retail Management System (RMS) implementation, focusing on inventory management, POS systems, and customer relationship management (CRM).
  • Gathered and documented detailed business requirements through workshops with business stakeholders and SMEs (Subject Matter Experts).
  • Analyzed data and provided actionable insights that improved inventory management, reducing stock-outs by 20%.
  • Worked closely with development teams to deliver business requirements in Agile sprints using JIRA and Confluence.
  • Facilitated UAT testing, ensuring that all requirements were met and the system was fully aligned with business expectations.
  • Supported UAT and system deployment, ensuring all deliverables met business requirements.
  • Created and maintained comprehensive documentation, including functional specifications, business process flows, and user manuals.

Administrative & Operations Assistant

Candid Marine Engineering
09.2011 - 09.2013
  • Supported business operations by managing vendor contracts, coordinating renewals, and maintaining compliance documentation.
  • Assisted in onboarding new hires and organizing training logistics.
  • Facilitated communication between departments and contributed to timely completion of administrative projects.

Education

Certificate - Artificial Intelligence

Google Prompting Essentials - AI
03-2025

M.Sc - International Business

Anglia Ruskin University
Cambridge, UK
01-2016

B.Com - Accounting And Finance

University of Calcutta
India
04-2011

Skills

  • Business Process Analysis & Improvement
  • Data Analysis & Reporting
  • Requirements Gathering & Documentation
  • Stakeholder Management
  • Customer Satisfaction & Quality Metrics
  • Agile & Waterfall Methodologies
  • UAT & Testing Coordination
  • Root Cause Analysis & Problem-Solving

Timeline

Senior Quality Assurance Analyst

Teleperformance Inc
04.2023 - Current

Quality Assurance Analyst

Teleperformance Inc
09.2021 - 03.2023

Business Analyst (Education Domain)

Cognizant Technology Solutions
11.2017 - 11.2019

Business Analyst (Retail Domain)

Cognizant Technology Solutions
04.2016 - 10.2017

Administrative & Operations Assistant

Candid Marine Engineering
09.2011 - 09.2013

Certificate - Artificial Intelligence

Google Prompting Essentials - AI

M.Sc - International Business

Anglia Ruskin University

B.Com - Accounting And Finance

University of Calcutta

Similar Profiles

CREATE PROFILE
Subhankar Saha