• Designed & Executed the Quality Process Approach for Telecom Account, created and deployed robust Mechanism to successfully complete the transition of the account from handover from previous vendor to Beta and GO Live phase• Deployed client’s expectations from Quality mechanism and derive to consensus for better handling of the accountability• Executed governance, reporting, and other models in order to run day to day operations• Received recognition from clients and internal stakeholders towards accomplishments

• Completed Outbound Reduction Insight Project• Created and deployed Open Case Review form and created visibility towards direct impact on Client Critical Metrics. Approach was deployed PAN India• Deployed Systematic Approach for DSAT Analysis across processes• Redefined the Quartile Management Approach• Designed approaches:o Process Credible Intelligence during Crit-sit situationo Escalation Matrixo Business Intelligence Analysis

PAN India Quality Lead for Field Quality & Zonal Quality lead for in house Quality. End to end Quality Manager leading from the front to take of process health• Led the Project - Designing & implementing External Agency Process Framework• Identified and reduced Non-Value Added (NVA) steps in various processes by deploying automations. Automated E-Receipt Audit, Developed Macros basis Stratified Sampling, Calibration was migrated to Online – Reduction of Manual work & Paper usage, Migration of Settlement verification request from Emailing to Ticket based process• Identified multiple fraudulent activities Personal number used for E-receipt cancellation and while using receipt to the customer, PAN not collected while accepting Sales form, Self-Funding. Etc...• New Address and Numbers of defaulting customer added good conversion rate for Collection• Calling on RBI complaints & forbearance, Concept of Virtual IDs were introduced for External FE, • Streamlined the processes and deployed Systematic Sampling Approach and Non-Compliance Management System policy, RTS New Strategy – Alignment, Fake Task Automation, Waiver and Target Revision, Reduction in Incorrect RTS(Refer to Supervisor)• Rewarded for Outperformance during the Quarterly Rewards & Recognition& also received Best team award in following Quarter

Global Quality Lead Travel and Logistics Process• Automated Compliance report and reduced manual audit intervention thereby improving efficiency and cost• Designed & drafted CSAT Analysis for Global Schlumberger process. Analysis was successfully considered by the clients and outcome was implemented towards improvements• Re-Designed the Monitoring sheet – Introduction of Service No concept in B2B process (which was new for the organization) & 3 scoring sheet – Met-Not Met-High Performer• 100% Compliance achieved during Client Audit for 2 different cycles• Drive VOC actionable across the team and maintain/improve the scores/targets