Aug 2023 – Sep 2025 · 2 yrs 1 mo · Bengaluru, Karnataka, India · Hybrid

• Handling Bangalore location as Manager with 80+ people
• Managing 4 team leads
• Taking care of the operational KPI's
• Preparing necessary reporting to Management on KPI's
• Scorecard for team leads and Engineers
• Working on GB projects for improvements
• Preparing SOP's
• Managing and preparing the KPI's for Team Leads and Engineers
• Working automation idea's to reduce the volume of calls/emails/chats

Jun 2014 – Aug 2023 · 9 yrs 2 mos · Bengaluru, Karnataka, India · Hybrid

• Managing the team of 12 QA’s
• Publishing the CSAT and Quality report to stakeholders on weekly and monthly basis.
• Worked on the KPI’s for QA’s.
• Publishing the report as on required by the management
• Getting involved in all the feedbacks given by the QA’s
• Whenever required working on regular audits as well.
• Performing Audit on Auditors
• Arranging and hosting the calibrations (peers and operations), publishing the report for the same.
• Arranging and hosting the Quality review with respective location operations.
• Working on CSAT Analysis and improvement
• Conducting Quality induction for new joiners in service desk
• Documentation preparation – Quality for SDI
• Worked on improvement projects

Aug 2011 – Jun 2014 · 2 yrs 10 mos · India

• Handling 3 teams (More than 50 associates) as a Quality analyst.
• Audit the number of checks daily as per target.
• Conducting training/feedback sessions.
• Implementing procedures to improve productivity and quality.
• Conducting the calibration with peers.
• Preparing reports as required by processes
• Conducting the refresher training for bottom performers.
• Identifying and Rectify disconnects between the team.
• Taking initiatives to improve the Quality of the processes