May 2023 – Nov 2024 · 1 yr 6 mos · Nodia · On-site

• Monitor and assess specialist performance to ensure consistent adherence to established guidelines, offering targeted feedback that highlights both strengths and areas for development.
• Maintain comprehensive reports and data to systematically track the quality of support services.
• Develop robust action plans to drive continuous improvement, supported by baseline metrics and performance data to evaluate the plan’s effectiveness.
• Design and implement Bottom Quartile Management strategies.
• Collaborate with stakeholders to drive initiatives that enhance service quality.
• Lead calibration sessions and provide support for quality assurance training initiatives as required.
• Prepare and present weekly and monthly quality analyses to internal and external stakeholders.
• Lead and participate in internal and external meetings, actively contributing to the team’s vision for long-term quality objectives.
• Define and establish in-house quality procedures, standards, and specifications.
• Conduct trend analysis on review data to identify training needs and refine processes on a regional scale.
• Review customer interactions and provide feedback and coaching to ensure a world-class customer experience.
• Proactively initiate and propose improvements aligned with business requirements.
• Collaborate closely with the training team and leverage root cause analysis to recommend corrective and preventive measures to the operations management team, continually enhancing the customer experience.
• Develop guidelines on selling and soft skills, and diverse techniques to better serve a varied customer base.
• Champion change initiatives that align with broader business goals in people, process, and technology.
• Strengthen quality effectiveness by pursuing educational opportunities, keeping up-to-date with professional publications, and staying informed of the latest industry trends in Customer Experience, Support, and Quality.

Oct 2021 – May 2023 · 1 yr 7 mos · Gurugram, Haryana, India · On-site

• Monitor and evaluate specialists performance for consistency in adherence to guidelines and provide direct feedback regarding strengths and weaknesses.
• Maintain reports and data to keep track of quality of support
• Develop action plans to drive improvement (provide base line statistics and reporting showing the effectiveness of action plan)
• Design & deploy Bottom Quartile Management
• Partners with stakeholders to drive initiatives to improve quality of service.
• Lead calibration sessions and support QA training initiatives as needed
• Prepare and present weekly/monthly quality analysis to internal & external stakeholders
• Lead internal & external meetings as needed, support the team in building long term vision for Quality
• Determining and agreeing on in-house quality procedures, standards and specifications
• Does trend analysis of reviews to identify training requirements and improvement of processes, at a regional level.
• Reviews customer interactions and provides feedback and coaching to support best in class customer experience
• Took initiatives and suggest improvements that suit the business requirement
• Worked with the training team and use root cause analysis to suggest corrective and preventive actions to the operations management team to continually enhance the customer experience.
• Propose guides for selling skills and soft skills and different techniques required to assist our diverse customer base.
• Play an active role in being an advocate for change aligned with larger business objectives related to people, process and technology
• Improve quality effectiveness by participating in educational opportunities; reading professional publications, studying the latest industry trends in Customer Experience, Support, and Quality

Apr 2021 – Aug 2021 · 4 mos · Gurugram, Haryana, India

May 2017 – Apr 2021 · 3 yrs 11 mos · Gurgaon, Haryana, India

• 1:- Led a team of 6 Quality Analysts (QA), while assigning them tasks including mock calls, weekly meetups and audits.
• 2:- Conducted one-on-one sessions with the QAs to understand their concerns and address the same.
• 3- Prepared presentations based on the weekly and monthly performance data of executives and shared them with Sales Managers.
• 4- Even Reviewed performance in key process metrics and conducted RCA to improve quality parameters.
• 5-Coordinated with the Director and shared updates/changes with the sales team.
• 6- Organized weekly quality meets with the sales team ensuring enhancement in quality metrics.

Jun 2016 – May 2017 · 11 mos · Gurgaon, India

• Maintain the Quality of the handled process as per the
• given parameters,
• Satisfy the customerwith quality of delivery of the team of
• agents.
• Ensure appropriate & effective resolution has been madeto
• the issues raised.

Mar 2013 – Jun 2016 · 3 yrs 3 mos · Gurgaon, Haryana, India

• Maintain the Quality of the handled process as per the
• given parameters,
• Satisfy the customerwith quality of delivery of the team of
• agents.
• Ensure appropriate & effective resolution has been madeto
• the issues raised.