Nov 2024 – Present · 1 yr 6 mos

• Define project scope and objectives, ensuring alignment with stakeholder needs, technical feasibility, and achievable commitments. Created and maintained detailed project plans, schedules, and milestones; proactively adapted plans to ensure continued progress and risk mitigation. Led task organisation and resource allocation to deliver projects on time, within budget, and in accordance with defined scope. Established and upheld robust project governance structures aligned with organisational policies and standards. Managed change control processes, including scope, timeline, and budget adjustments, using industry-standard tools. Collected, assessed, and leveraged project data to support informed decision-making and continuous improvement. Oversaw project financials, including budgeting, forecasting, and financial reporting, to ensure alignment with business objectives and fiscal targets. Implemented quality assurance measures to verify deliverables met predefined quality standards and compliance requirements. Identified, tracked, and mitigated risks while maintaining a comprehensive risk register and issue log for transparency. Engaged and communicated with stakeholders at all levels, ensuring expectations were managed across the project lifecycle. Measured and tracked project benefits, ensuring strategic alignment and delivery of expected outcomes. Coordinated seamless project handovers to operations teams, including the development of training and support documentation.

Feb 2022 – Aug 2024 · 2 yrs 6 mos · Gurugram, Haryana, India

Jul 2020 – Feb 2022 · 1 yr 7 mos

Jul 2020 – Feb 2022 · 1 yr 7 mos

• Monitoring training and quality team activities and assigning tasks. Analyze the data thoroughly to find the areas of growth. Managed Escalation handling team. Develop strategies to improve the production process. Eyeing on the objectives to maximize the profitability of the organization. Providing training to individuals who handle the product. Make sure whether all the legal standards are met and review thoroughly the existing policies and standards. Review the organization’s process to ensure whether they align with the current policies. Formulate timely reports and documentation to track progress. Identify the training requirements to meet the quality standards. Develop and monitor corrective measures. Make documentation of internal audits and quality assurance activities. Plan, conduct, and monitor the test, and inspecting the products to ensure its quality. Take a look at customer complaints. Analyze the data to find the areas for improvement. Creating process and work flow charts to carry out the implementation of the new processes.

Jul 2019 – Jul 2020 · 1 yr

• Monitoring training and quality team activities and assigning tasks. Taking care of inhouse quality, partner care Quality Team. Planning and leading initiatives to improve customer-experience. Working on Training Need-Analysis and Identification. Taking Care of the Process Knowledge Test that needs to be conducted on monthly basis. Creation of SOP for various task activities (Calibration, process updates, etc). Root cause analysis through various quality reports sent by quality team and making changes in the training modules accordingly. Participation in calibrations with the quality team for vendors, as a master calibrator. Working on strategies for below quartile agents to improve conversion and quality. To ensure adherence of all critical guidelines of the process and compliance matrices. To work for the improvement and implementation of the process flows.

Jul 2019 – Mar 2020 · 8 mos

Aug 2018 – Jul 2019 · 11 mos

• Quality Management Training Module,

Aug 2018 – Jul 2019 · 11 mos

• Have experienced in transition of business. Experienced in ramp up of two projects:-CMB and Large Category. Managing team of QAs. Root cause analysis through various quality reports sent by quality team and making changes in the training modules accordingly. Working on strategies for below quartile agents to improve conversion and quality. To ensure adherence of all critical guidelines of the process and compliance matrices. To work for the improvement and implementation of the process flows. Analyzing data and identifying issues/best practices.

Aug 2016 – Aug 2018 · 2 yrs · Gurgaon, India

• Quality Specialist- Process Excellence Vendor Management, transition quality management.

Aug 2016 – Aug 2018 · 2 yrs

• Monitoring training and quality team activities at the partner site and assigning tasks. Worked with the escalation team on process improvement. Worked on automation testing tool for the chatbot. (Goibibo-Process Excellence team) Deriving Training and Quality team for voice email and chat process for different vendors for all verticals. Creation of SOP for various task activities (Calibration, process updates, etc). Client visit to check activities in partner sites. Deriving Training and Quality team for voice email and chat process for different vendors for all verticals.