Branch Operations

• Direct Reporting – 12 Quality Auditors and 2 Quality Team lead.• Retail mystery audits for company owned and franchise owned stores.• Vendor management and service partner management.• Monthly report to Corporate on the trends. Weekly/Monthly reviews with the stake holders• Weekly/Monthly one on ones with the DR’s. Up skilling of the DR’s• Designing RnR’s for the production for overall circle.• Maintaining the quality standards at all Retail stores. • Attending the customer VOC and set up the process by developing feedback or complaints procedures for customers to use. • Advising multiple levels of retail field management and other departments regarding retail controls and process that have identified.• Ensures compliance with regulations and controls by examining and analyzing records, reports, operating practices, and documentation; recommending opportunities to strengthen the internal control structure• Communicates audit progress and findings by preparing reports; providing information in meetings.• Developing & managing a knowledge portal for entire process.• Analyzing and initiating corrective action on tread net promoter score for rural and urban area to enhance the customer.• Handling the creation & launch of monthly training calendar for skills based courses for existing employees from retail quality auditors.Business Analytics and Process Improvement

Managing Team of 8 Quality representatives and implementing new strategies of call handling, monitoring and educating agents on process and process updates through quality representatives.• Plan & conduct process reviews, ensure sampling plan adherence and perform audits. Involve in continuous improvement initiatives for achieving higher levels of program capability and process quality.• Calibration sessions for Quality representatives and Team leaders to ensure repeatability and reproducibility across quality representatives.• Have been instrumental in merging two monitoring functions: Communication coaching and Transaction monitoring for the process. This has resulted in a more focused approach while delivering feedback and delivering client value. This has also reduced the evaluator headcount and slashed budgeted costs

• Lead a team of 4 Quality Executive• Creation of various Quality /training modules • Handled 22 NHT batches (batch strength – 30 agents, Duration – 20 Working days)• Maintained Quality MIS (NHT Data, Transport roster, NHT process file, room planning etc.)• Ensured:• Compliance in client Audits & other Quality audits• Quality feedback to be 90% and above• Smooth functioning of Quality • Managed • Quality attrition & conduct process interviews• Quality of the floor• Transport Roster for NHT batches

Customer Transaction Analysis,Fatal Call Analysis ,Calibration Analysis C-Sat Analysis - Weekly Call Quality Dashboard