Responsible for transactional and Process audits, identification of process gaps and implementation of best practices.Responsible for Customer life cycle audits focusing on customer experience and find out the gap areas and reengineering the process to enhance the customer satisfactionadherence to audit norms, sample and frequency for audit of the audits and business processes as per corporate requirementResponsible for retail and call center end to end process and transnational audit.Responsive for driving the CEET score at all the touch points as per the target set by the companyResponsible for training auditsResponsible for certifying the agents/CCE .Taking up cross functional projects to identify defects and incorporate best practices to ensure cost reduction and enhance customer satisfaction level.Responsible for driving quality score at KocharResponsible for conducting the Survey on Retailers andcustomers to bring the gap area and incorporate best practices to mitigate the defect areas.

• Responsible for the maintenance of Quality of Service delivery of IBM Daksh for its Telecom Client.• Responsible for the Certification process of the New Hire Trainess for the post of Customer Care Executives after successful completion of their Product and process training.• Providing feedback to the Customer Care Executives, on the basis of their Call Quality and responsible for improving their individual performances, which led to meeting the Quality targets of the company set by the Client for their CSAT.• Responsible for giving BQT and other product and process trainings to the Customer Care Executives to ensure optimum Qualitative productivity for the company.• Responsible for ensuring maximum participation and success in weekly as well as monthly Job Knowledge Quiz conducted by the Client for the company to keep a check on the Quality of the Service Delivery. • Responsible for preparation of different kinds of reports using MS Office and Quality tools, which helps to measure the performance level of the company and also to suggest the changes or support to the Client wherever required.• Responsible for representing the Line of Business (LOB) for which I was working in various Review Meetings and Seminars.