 Monitoring the reports made by the process supervisors on Training Needs Identification, Training Needs Analysis and Training Needs Evaluation for the organization Made Quality and Process SOP and current training processes. Make training modules. Maintaining Document Control for all Training and Quality Related documents RCA analysis on client escalations Conduct QMS (9001) audit for internal departments Face the external auditor of ISMS and QMS Training the clients on the application To ensure the implementation of QMS standards

 Conducting internal audit for the various internal departments Creation of clients in the software Feedback to the concerned Supervisors of the team audited Training the new hires Apart from people management also managing Employee Developmental and Skills enhancing training. This involves plotting the trainings like People Leadership, Professional Etiquettes, Email Etiquettes, Business Writing Skills, Train the Trainer, Basic Excel, Conference Call Etiquettes etc. Attending client call and in-turn implement the findings To ensure the implementation of QMS standards Conduct QMS (9001) audit for internal departments Face the external auditor of ISMS and QMS Conduct Induction program for new joiners Managing Training Needs Identification, Training Needs Analysis and Training Needs Evaluation for the organization Have been an integral part of different projects to analyze data and present to different clients with internal Sales Team and Compliance Team Made Quality and Process SOP and current training processes Maintaining Document Control for all Training and Quality Related documents Maintaining and working on Defects Per Unit (DPU), Defective Audits, Defects Per Million Opportunities (DPMO). RCA analysis like Pareto, Cause and Effect, 5Whys and Reverse Logic RAG analysis to track, improve and control the bucket movement basis quality scored Auditing voice, non-voice and email transaction Taking care of “Transition in Queue” (OJT) for all processes Publishing OJT weekly dashboard and New Hire handover to operations Preparing and publishing Quality and Training Dashboard to QT and OPS stakeholders

 Handling all the Airline processes for Interglobe Technologies by helping them to perform and train them on different tools and analysis. Make sure that all the process is aligned with COPC Helping in setting up Quality in the transition phase for new process Sharing one-to-one feedback with the respective Team Leaders for the same. Leading Quality Certification Program for the New Quality Evaluators. Leading meetings with the clients and updating the process. Maintaining Reports like, Consolidated Feedback Report, Quality Dashboard, Calibration Tracker, Weekly Internal Review Report, Appreciation Tracker, Escalation & Complaints Tracker. Responsible for handling & maintaining all the KRA’s, SOP and System Allocation for the Quality Team Responsible for conducting External (with Clients) and Internal Calibration (With SME, TL’s and Trainers). Attending Meeting and Conference call in the absence of AM Quality. Responsible for Preparing Bottom Performer list , Team leader wise Defect Contribution , Team leader wise quality and C-SAT report and Team wise action plan to bring down defects and improvement in Quality and C_SAT scores Doing analysis on top defects, with the help of second and third level analysis Grooming the team members professionally by arranging internal training