Oct 2022 – Nov 2024 · 2 yrs 1 mo · Gurugram, Haryana, India

• Monitored and analyzed key performance indicators to evaluate operational efficiency and effectiveness. Executed process optimization and efficiency enhancements, contributing to strategies focused on enhancing customer satisfaction. Developed quality assurance & inspection plans and successfully implemented quality standards & techniques for improving processing operations. Spearheaded audits, evaluations and process optimization initiatives. Monitored the overall functioning of Quality Assurance Process; identified improvement areas with focus on profitability & customer satisfaction. Communicated changes in processes or client requirements to teams. Managed customer feedback and addressed service quality complaints.

Sep 2018 – Oct 2022 · 4 yrs 1 mo

• Led audits and assessments of customer interactions, transactions and processes. Improved performance by providing constructive feedback to agents and teams. Developed strategies to enhance customer satisfaction. Conducted inspections at various stages to ensure safety & quality specifications are met without deviation.

Dec 2016 – Sep 2018 · 1 yr 9 mos

• Established quality assurance processes and standards. Evaluated key performance indicators (KPIs) to evaluate operational efficiency. Interfaced with pertinent teams to incorporate best practices and improvements. Maintained precise records of quality evaluations, audit results and improvement initiatives.

Sep 2015 – Dec 2016 · 1 yr 3 mos

• Performed data analysis to pinpoint trends and identify areas requiring improvement. Provided constructive feedback to agents and teams. Developed strategies to enhance customer satisfaction. Collaborated closely with various departments to accomplish inclusive organizational objectives.