Madhusmita Panda

Background

About Madhusmita Panda

Hello, I'm Madhusmita Panda, a results-driven Quality Analyst with 6+ years of experience in IT service management, quality assurance, and customer support operations. I specialize in data analysis, process improvement, and service quality enhancement, focusing on compliance, KPI tracking, and customer satisfaction. Currently, I work at Inspire Brands, Hyderabad, analyzing data, conducting audits, and ensuring adherence to quality standards. I track KPIs such as First Call Resolution (FCR), response time, ticket resolution, and CSAT scores to enhance service desk performance. I also develop SOPs, perform root cause analysis, and optimize workflows to improve efficiency. Previously, at Capgemini, I served as a Quality Analyst Lead, overseeing transaction processing quality, conducting gap analyses, and driving continuous improvement initiatives. My expertise includes ITIL, ServiceNow, Microsoft Excel, and reporting dashboards. Technically skilled in Java, Python, SQL, and DSA, I am an analytical problem-solver dedicated to operational excellence and data-driven decision-making.