Oversaw Quality as a client for two different locations, ensuring adherence to service standards and process requirements• Led Performance Knowledge Testing (PKT) for centre supervisors to assess competencies and drive operational excellence.• Facilitated regular calibration sessions with centres to ensure consistency and alignment.• Collaborated with internal teams to address and resolve operational issues efficiently.• Performed dip checks to verify critical updates and maintain accurate process communications.• Identified training needs (TNI) to develop and implement targeted training programs for advisors.• Conducted Training Needs Identification (TNI) to design relevant training for continuous improvement.• Led Bottom Quartile Management (BQM) sessions to enhance performance metrics and address areas for improvement.

•Audit calls ,Emails, Chats and Social Media Escalation's. •Conduct regular Feedback sessions •Conduct calibration sessions with Operations, Training and Client.•Generating Daily ,Weekly & Monthly Quality Reports.•Provide training to agents on Quality parameters ,KRA's and KPI. •Run analysis on contact evaluations and highlight trends. •Use trends to identify training needs and developing action plans. •Publish Daily Quality and hygiene dashboard.•Initiate actions to reduce the overall % of resolved emails that are reopened by the user's.•Publish Pareto analysis detailing the defect counts for the parameters.•Publish Efficacy Report to assess the efficiency of feedback.•Conduct Dip-Check with executives and supervisors to assess their understanding of the process and stay updated on relevant updates.

1. Audit calls , To conduct regular Feedback sessions for Agents.2. Assess agent performance.3. Conduct calibration sessions with operations , training team and client.4. Providing trainings to agents on quality parameters , KRA's and Increased customer satisfaction.5. Assistance for continual improvement.

Explaining policy implementation to fellow team members. Getting management approval or approving alterations in rules, procedures and policies. Informing consumers regarding project goals and expected deliverables.

•Maintaining a positive, empathetic, and professional attitude toward customers at all times.•Responding promptly to customer inquiries.Communicating with customers through various channels.•Acknowledging and resolving customer complaints