Results-driven Quality Lead with 6+ years of experience in BPO, dedicated to delivering exceptional customer experiences and driving process improvements. Proven track record of:- Developing and implementing quality frameworks that enhance customer satisfaction and reduce errors- Leading high-performing teams to achieve quality and productivity targets- Collaborating with cross-functional teams to identify and mitigate risks- Analyzing data to identify trends and opportunities for growthPassionate about:- Continuous learning and professional development- Mentoring and coaching team members to reach their full potential- Fostering a culture of quality, innovation, and customer-centricity• Lead a team of QAs, Quality MIS. Knowledge of QC tools. Good knowledge of dashboard presentation. • Ability to track and analyse compliance to contact centre service standards & maintain the individual scorecard system. • Excellent multitasking skills, time management and organisational skills. • Conducted regular audits and provided actionable insights to improve contact centre operations and customer experience • Collaborated with cross functional teams to develop and update quality quality guidelines and SOPs• Identified areas for process improvements and implemented corrective action plans to enhance efficiency and reduce errors• Lead short term projects for process improvement• Quality Control- Ensure given targets are met as per quality matrix • Assist line quality analyst as per standard operating procedure and help them to get TTQ certifiedLet's connect and explore opportunities to elevate your BPO operations and customer experience!!