Managed a team of Quality Validators to create synergies and increased effectiveness in Quality& Compliance across client global sitesA span of 70 FTEs and support staff of 4 TLs, 1 BA, and 1 MIS across 2 locationsValidation of Global English and Non-English Quality audits across sites, products, and channelsActionable insights reporting based on scrub resultsPerform RCA of top drivers or top user issues along with actionable insights for the clientIdentify process and product improvement opportunities with solutions through gap analysis orsentiment analysis via automationProvide recommendations basis audit findings to revamp the existing quality frameworkWork on short term special projects for requirements routed through the Global VendorManagersGoals include delivery of client metrics and internal organizational metrics(People Management,Attrition, and Operating plan)Manage daily operations, client management, hiring and backfill, training, coaching/feedback,weekly/monthly/quarterly reviews, monthly/yearly revenue forecasting, and monthly invoicing

Managed a Phone Banking customer service process with a span of 160 FTEs, 10 AM’s, 2Trainers & 6 Quality AnalystsProcesses include Retail Banking, Credit Cards, and NRI accounts of the Premium customersegmentGoals include delivery of client metrics (CSAT, Quality, and SL) via Voice channelAchieve Internal Organization metric goals (People Management, Attrition, and Operating plan)Responsible for End to End Operation Delivery including Training and Quality, ClientManagement, Coaching/FeedbackWeekly/Monthly/Quarterly reviews and Monthly invoicingBefore Banking was managing a Digital marketing process with a team span of 40 associatesDeliver CSAT & TRT via Voice, Chat & Email channelChange Management & Team Management for different Customer Segments to deliverCSAT/TRTDefine strong Processes & Review mechanism lead by an Analytical approach for better metricsdeliveryCoaching & Feedback driven by examplesCoordination with clients & other stakeholders for smooth operationsProvide Daily/Weekly/Monthly RCA to clients on the performanceHiring & Recruitment

Service new Clients & manage project operationClients managementOrganizing Events & Promotions as per Clients requirementCreate costing as per Clients budgetPricing negotiation with the ClientsVendor & Internal Team Management

Manage large teams for Customer Service Desk & Back office Voice\ Non Voice projects.Responsible for End to End Service delivery of Client SLA’s along with internal targets.Client management & handling Customers Issues & Concerns.

Managed Inbound Customer Care, Outbound Sales & Telecom customer life cycle management processesDid transition and managed operations for an Outbound Insurance Sales Process in Health and Motor InsuranceProvide inputs to quality and training teams on various aspects for process improvement

Handled Outbound Sales Verification Process (Back Office)Team of15 associates, verifying sales calls to ensure it's Compliant as per Clients requirementReduce error% with constant feedbackIn Outbound SalesTeam of 18 associates to get maximum SPH (Sales per Hour)Guiding the team to achieve daily targets

Handling incoming calls with queries\complaints.Selling of value added services to existing customers.