• Setting up & maintaining CTQ (Critical to Quality)/CTP (Critical to Process) targets for the process & team.• Taking initiatives for maintaining SLA (Service Level Agreement) & SOP (Standards Operating Procedure).• Steering business operations with a view to achieve organizational objectives and ensure profitability.• Devising and implementing policies & procedures to enable smooth functioning of operations.• Bringing uniformity in the process understanding at the client’s and the organization’s end.• Preparing & compiling various weekly/ monthly MIS reports pertaining to process and productivity.• To consistently ensure Team deliverables are as per SLA (Productivity, TAT, Quality and other Risk Compliances• Leading the initiative of ensuring consistent quality in day-to-day work and Designing Training Continuum for the Team. • Identifying training needs for the team members & providing them opportunities to enhance their skills and knowledge.• Mentoring New Joiner’s & bring them up the learning curve and also develop soft skills.• Designing Competence Models for Associates and have taken various quality initiatives to make the Processes more efficient.• Doing performance appraisals, regular one on ones, coaching & motivate the team to achieve business goals.• Preparing Dashboards/reports for the client & management on a Semi - Monthly basis.• Conducting Business Continuity and Disaster Recovery Programs in case of crisis.• Conducting regular Conference calls & process reviews with the client and offshore management.• Ensuring all customer correspondences and escalations are responded within prescribed TAT. • Monitoring and Ensuring Optimal Productivity of Team members

• Defining and establishing the overall quality strategy and approaching to determine, investigate, and resolve data quality issues. • Utilizing profiling, quality tools and various data sources in order to determine causes of quality issues. • Establishing an on-going process to maintain quality data and defining quality audit processes. • Identifying and leveraging opportunities to improve the quality management processes, systems, and standards. • Training and articulating the other departmental professionals regarding the benefits and need for quality checking. • Working closely with clients and internal business units to resolve any quality issues. • Recommending modifications and changes, if any, to the appropriate departments. • Training other quality inspectors and assessing their work performance.

* Handled all kinds of Customer Queries and never failed to achieve all the SLA's.* Was always among the top performers throughout.

• I was responsible for all the Fieldwork and meeting clients and potential customers for business promotions. • I prepared all the vital quotations in consultation with my GM & AM.• I handled the entire responsibility and was known for my excellence in Sales and the development of new customers.• I was also responsible for all the outward business and cargo shipments and made sure the deliveries are made on time.