Assistant Manager Transactional Quality
• Handled quality for the process• Handling Client feedback/escalations, finding root cause for error and providing them with action plans.• Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.• Mentored team members to enhance professional development and accountability in workplace.• Participating in process improvement initiatives and collaborate with team mates to improve customer experience.• Helped with planning schedules and delegating assignments to meet coverage and service demands.• Developed strategy to reduce errors and improve accuracy.• Evaluated employee performance and conveyed constructive feedback to improve skills.• Supervised day-to-day operations to meet performance, quality and service expectations.• Lead calibrations to ensure process knowledge alignment.• Share weekly/ monthly review dashboards, performance trends, improvement areas for quality.• Acted as delivery SPOC for various audits and made sure that process is compliant by providing various evidences and documents.
