As a Quality Assistant Manager at Sagility, I had the privilege of managing a dynamic team of 41 QA professionals, including 3 Senior QA Managers and their respective teams. My role was pivotal in ensuring the smooth operation and adherence to high-quality standards across our projects.Key responsibilities included:Leadership & Management: Directed a diverse team, fostering a collaborative environment that promoted both individual and collective growth.Project Management: Spearheaded two successful Yellow Belt projects aimed at enhancing process capability and improving project accuracy.Process Oversight: Oversaw US-Healthcare processes, ensuring prompt and accurate resolution of client requirements while maintaining rigorous quality control measures.Quality Assurance: Implemented robust quality control practices to sustain consistent performance scores across processes.Team Development: Identified development needs and facilitated continuous learning opportunities to bolster team skills and effectiveness.Reporting & Analysis: Generated comprehensive reports on overall quality, emerging trends, and key findings to drive strategic improvements.Team Collaboration: Led regular team meetings to set clear expectations, foster a positive work culture, and promote inclusivity.Talent Acquisition: Made strategic hiring recommendations to enhance productivity and profitability by attracting high-quality talent.My tenure at Sagility was marked by a commitment to excellence, innovation in process improvement, and dedication to building a high-performing team.

At Purview Healthcare Solutions, I spearheaded a dynamic team of 8 Quality Assurance professionals, driving excellence through meticulous oversight of daily audits and strict adherence to project requirements and deadlines. My role involved:Leadership & Management: Managed and mentored a team of 8 QAs, ensuring seamless execution of daily audits and consistent adherence to project specifications and timelines.Training & Development: Designed and delivered comprehensive training programs on Quality Basics to the entire staff, enhancing productivity, precision, and a commitment to superior service.Recruitment & Team Building: Played a key role in the recruitment process, selecting top talent to build a high-performing team, ensuring the highest standards of quality and expertise.Performance Communication: Effectively communicated Key Performance Indicators (KPIs) as outlined in the annual plan, setting clear expectations and deliverables for the team.My tenure at Purview Healthcare Solutions was marked by a focus on continuous improvement and a commitment to fostering a culture of excellence and accountability.

In my role as a Quality Analyst at Wipro, I played a pivotal part in ensuring the highest standards of quality within a high-performing team of 30 professionals. My key responsibilities included:Quality Management: Oversaw the quality assurance process for a team of 30 users, maintaining rigorous adherence to industry standards and achieving exceptional performance levels.Collaboration & Feedback: Partnered with Associates to review call audits, offering constructive feedback to drive continuous improvement and ensure alignment with performance metrics.Skill Assessment & Development: Identified areas for improvement in soft skills and process knowledge, delivering targeted feedback to enhance overall agent effectiveness.Monitoring & Auditing: Conducted thorough online and offline monitoring of agent calls, meticulously auditing and scrutinizing interactions to ensure compliance and quality.Data Analysis & Insights: Analyzed call audit data to detect trends and patterns, providing actionable insights to address training needs and improve customer service quality.Root Cause Analysis: Utilized tools such as Fishbone diagrams, Pareto analysis, and Histograms to conduct comprehensive Root Cause Analysis, effectively identifying and resolving quality issues.My tenure at Wipro was marked by a commitment to excellence, driving improvements in service quality and agent performance through detailed analysis and strategic feedback.

As a Senior Process Executive at Cognizant Technology Solutions, I played a crucial role in the property research team, focusing on comprehensive research and process enhancement within the US mortgage sector. Key responsibilities included:Property Research: Conducted in-depth research on mortgaged properties as part of the property research team, ensuring accuracy and thoroughness in client applications.Process Improvement: Engaged in process improvement discussions with the Quality and Excellence team, contributing to the refinement of procedures and practices.Client Communication: Attended client calls to address queries, provide updates, and relay critical information to the team, ensuring alignment with client expectations.Job Allocation & Reporting: Efficiently allocated tasks among team members and prepared detailed reports to track progress and performance.