Experienced Sr. Quality Evaluator with a demonstrated history of working in the Travel & Banking sector in Voice and Chat Contact center. Results-driven professional with a proven track record of success in diverse roles such as: Customer Service Team Leader, SME, Quality Assurance & Quality Control. Skilled in leading high performing teams, gathering and analyzing complex business requirements with improving and controlling quality performance. Adept in implementing best practices for Customer Engagement Strategies (CES) and automating workflows to drive efficiency. Excels at balancing multiple priorities and delivering measurable improvements to enhance customer experience. Recognized for exceptional quick flexing and problem solving with Communication and Teamwork, Stakeholder management, and team development capabilities. Committed to continuous learning in Data analysis. Certified Lean Six Sigma @(AIGPE), Certified Evolve Training & Quality assurance and Project Management. Certified (COPC). Dedicating and leveraging the latest technologies to achieve organizational objectives and to be Strong business development professional.