Leading a team of 19 members (Quality Auditors) who holds responsible in maintaining the Process Hygiene and quality for programs like Microsoft, At&t & Internal helpdesk team for entire Sutherland. People audit and give feedback for consultants who are located at the delivery centers in Chennai, Mumbai, Philippines & Syracuse Need to conduct interviews, recruit & train people to make them understand the roles and responsibilities of the role. Holds accountable for the entire process from the quality front which includes Sampling, Calibration (Internal & External with Client), Training the team on new process & updates, and also delivering client communication about process updates to Service delivery team located at different places. Identifying Gaps in Process as well as within team and holds accountable in Analyzing & working out effective solutions which would help in addressing these Gaps and arrive at solutions. Responsible in driving & achieving sampling as per SOW. Addressing escalations from Service delivery team and Client and get back to them with a proper solution. Transitioned the entire quality process to a different Geography (Philippines) and had successfully implemented the same. Provides support for different Geography (North America-Syracuse & Philippines) for Microsoft sales Program. Have designed and updated Monitoring form which looks into the Hygiene of the process for both Geographies (India & Philippines) and has also designed consequence management for the same.