Hi, I'm

Operations Team Leader & Quality Analyst

Driving operational excellence and team performance with 6+ years of experience in BPO operations, quality management, and process optimization.

Get In Touch Learn More
Team Leadership
Managed 100+ team members across 7 processes
MIS Reporting
Prepare reports for all kinds of process requirements
Operations Management
Achieving targets and goals consistently

About Me

Passionate operations leader with a proven track record of driving efficiency and excellence in BPO environments.

With over 6 years of experience in sales, collections, quality assurance, and training, I specialize in streamlining processes and building high-performing teams. My approach combines data-driven insights with people-first leadership to deliver exceptional results.

6+ Years Experience
100+ Team Members Led
7 Processes Managed
Amit Mukherjee

Personal Information

Languages

  • Bengali - Native
  • English - Fluent
  • Hindi - Fluent

Hobbies & Interests

Vibe Coding

Programming enthusiast

Cricket

Playing & watching

Education

Bachelor of Arts in English

2023

Netaji Subhas Open University

Specialization in English

Higher Secondary in Arts

2018

Begpur Union Institution

Specialization in Computer Application

Experience

Team Leader - Operations

Vindhya E-Infomedia Pvt Ltd.

Oct 2022 - Present
  • Drive profitability through operational excellence and effective team management
  • Manage multiple teams across 7 different processes with 100+ team members
  • Prepare and share MIS reports and daily calling activity reports
  • Handle CRM, campaign & dialer management to meet/exceed SLAs
  • Forecast attrition, plan manpower, and ensure smooth operations

Quality Analyst

Vindhya E-Infomedia Pvt Ltd.

Jan 2022 - Sep 2022
  • Audit calls and provide feedback to agents for process improvement
  • Conduct Root Cause Analysis (RCA) as per process requirements
  • Create audit reports and dashboards for management review
  • Facilitate call calibration with operations and clients
  • Provide training and refresher sessions to new and existing employees

Customer Support Executive

Vindhya E-Infomedia Pvt Ltd.

Dec 2019 - Dec 2021
  • Handle sales calls for L&T Finance (Personal loan)
  • Manage collection calls for L&T Finance (TW loan)
  • Process inbound calls for L&T Finance (MFI loan)
  • Conduct welcome calls for L&T Finance (Tractor loan)

Skills & Expertise

Leadership & Management

Team Leadership
Operations Management
Process Optimization

Technical Skills

Microsoft Office
Basic PowerBI & VISIO
Data Analysis

Core Competencies

Quality Assurance
Training & Development
Client Management

Projects Handled

Spark Money - ITR Filing

Team: 40 Members Tax Services

Led large-scale ITR filing operations for Swiggy delivery partners' TDS management. Coordinated with tax consultants and ensured compliance with filing deadlines.

Tax Filing TDS Compliance

IIFL Samasta

Team: 10 Members Collection Process

Managed comprehensive collection operations for IIFL Samasta portfolio. Implemented data-driven collection strategies and maintained strong recovery performance.

NBFC Collections Recovery

Prefr Services

Team: 3 Members Customer Service

Led customer service operations ensuring high-quality support delivery. Focused on query resolution, customer satisfaction, and service excellence metrics.

Customer Service Support Quality

Annapurna Finance

Team: 10 Members Collections & Survey

Oversaw microfinance collections and Welcome survey operations. Coordinated with branch teams for delinquency customers and maintained high collection efficiency rates.

Microfinance Survey Field Ops

Bandhoo.com

Team: 20 Members Sales & Lead Generation

Led Bandhoo.com sales operations focusing on customer acquisition and lead Generation. Implemented strategic calling campaigns and CRM optimization to exceed monthly targets.

E-commerce Sales Lead Gen

AU Small Finance Bank

Team: 9 Members MFI & LAP Collections

Managed microfinance and loan against property collections with focus on recovery optimization and customer relationship management. Achieved consistent collection targets.

Banking Collections MFI

Vistaar Finance - LAP

Team: 10 Members Bucket-wise Collections

Managed loan against property collections with bucket-wise strategy for overdue and EMI recovery. Implemented systematic follow-up processes for different risk categories.

LAP EMI Recovery Risk Management

Key Achievements

Best Team Leader Award

Jan-Mar 2024

Received "Best TL" Award for exceptional leadership and outstanding contributions in achieving client targets across multiple processes.

Leadership Performance Excellence

Planner Pro Award

Apr-Jun 2025

Achieved "Planner Pro" recognition for maintaining 98% attendance and optimal shrinkage management of team operations.

Planning Attendance Efficiency

Get In Touch

Let's Connect

Ready to drive operational excellence together? I'm always open to discussing new opportunities and challenges.

+91 7479195113
walktoamitmukherjee@gmail.com
Bangalore, Karnataka