Nishant Sarin Email and Phone Number

• Leadership – Mentored and led a cross-region team of Assistant Managers, Quality Analysts and Coaches. Coordinated between in house and client teams, keeping stakeholders informed of progress and milestones.• Process Re-engineering - Redesigned the region and level wise auditing process• Speech Analytics – Managed a team of speech analysts to monitor center-wide calls using speech to text functionality• Create and analyze AS IS Process Model and showcase WHAT IF scenarios to identify the effect• End to end implementation of Quality policy & framework in Voice & Data processes across Customer Solution Center, Bangalore• Increased the program headcount from 8 to 25 within 2 years by showcasing exceptional results to the client• Performed multiple analysis & correlation studies to enhance the CSAT & NPS by identifying significant terms affecting the variation.• Resolved numerous project issues including staffing shortage, tactical matters and divergent business and user needs.• Build credibility, establish rapport and maintain communication with stakeholders at multiple levels.• Represented quality in the Monthly, Quarterly and Annual HPE leadership reviews.• Negotiate and maintain the contract SLAs• Participate in recruitment process including forecasting & ascertaining recruiting needs, defining job descriptions, assessing candidate credentials and interviewing• Worked closely with clients to analyze additional project requirements within the existing projects and to analyze if there is a requirement of new project within the same organisation