Jun 2025 – Present · 1 yr

Apr 2023 – Jun 2025 · 2 yrs 2 mos

• As 𝐐𝐮𝐚𝐥𝐢𝐭𝐲 𝐚𝐧𝐝 𝐓𝐫𝐚𝐢𝐧𝐢𝐧𝐠 𝐌𝐚𝐧𝐚𝐠𝐞𝐫 in a dynamic environment, I am responsible for driving operational excellence through a robust quality assurance framework and impactful training strategies. I lead a team dedicated to enhancing customer experience, process compliance, and employee capability across multiple client accounts and verticals.
• 𝐂𝐨𝐫𝐞 𝐑𝐞𝐬𝐩𝐨𝐧𝐬𝐢𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬:
• 𝐐𝐮𝐚𝐥𝐢𝐭𝐲 𝐀𝐬𝐬𝐮𝐫𝐚𝐧𝐜𝐞 & 𝐂𝐨𝐦𝐩𝐥𝐢𝐚𝐧𝐜𝐞
• Designed and executed end-to-end quality management systems aligned with client SLAs and internal KPIs.
• Conducted regular audits (transactional, process, and compliance), RCA, and CAPA implementation to reduce defects and improve CSAT/NPS.
• Partnered with Operations and Client Services teams to ensure consistent performance delivery and compliance with regulatory guidelines (e.g., HIPAA, PCI-DSS, GDPR as applicable).
• 𝐓𝐫𝐚𝐢𝐧𝐢𝐧𝐠 & 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐦𝐞𝐧𝐭
• Developed comprehensive training modules for new hires, upskilling, and cross-skilling across voice, chat, and email processes.
• Rolled out Train-the-Trainer (TTT) programs to build internal coaching capabilities.
• Led behavioural, soft-skills, and communication training to enhance agent effectiveness in high-volume customer environments.
• 𝐏𝐞𝐫𝐟𝐨𝐫𝐦𝐚𝐧𝐜𝐞 𝐀𝐧𝐚𝐥𝐲𝐭𝐢𝐜𝐬 & 𝐈𝐦𝐩𝐫𝐨𝐯𝐞𝐦𝐞𝐧𝐭
• Monitored performance metrics using dashboards and analytics tools to identify trends, skill gaps, and quality concerns.
• Spearheaded continuous improvement initiatives using Lean Six Sigma methodologies to streamline processes and eliminate waste.
• Conducted calibration sessions with clients and internal stakeholders to ensure alignment on quality expectations.
• 𝐓𝐞𝐚𝐦 𝐋𝐞𝐚𝐝𝐞𝐫𝐬𝐡𝐢𝐩 & 𝐄𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭
• Managed and mentored a cross-functional team of QA analysts and trainers across multiple shifts and locations.
• Fostered a high-performance culture by embedding accountability, coaching, and ongoing feedback into daily routines.

Apr 2020 – Apr 2023 · 3 yrs

May 2018 – Apr 2020 · 1 yr 11 mos

May 2017 – Apr 2018 · 11 mos