Responsible for Queue Quality and Productivity. Generating daily, weekly and monthly reports. Conducting session for improvement. Co-ordinate with operation team to understand and determine the training requirements for staff deployed for the queue. Participate in team meeting, calibration calls and other knowledge level activities associated with the process.Managed customer relations and customer service through daily communication and interaction on call.Conducting root cause analysis, developing performance metrics, and providing actionable recommendations.Through my ability to identify opportunities and optimize operations, I have helped organizations make data-driven decisions that lead to improved performance

• Conducted root cause analysis, developed performance metrics, and provided actionable recommendations to optimize operations, leading to improved performance.• Communicated with related parties such as Quality, Configuration Engineering, and data management to identify trends like KOP and KPI.• Presented data findings in a readable and insight-driven format, building support decks and dashboards.• Collaborated with the operation team to determine training requirements for staff, ensuring high-quality output.