- Daily audits and reporting of Quality scores for Curated Formats Creatives (Google Ad Suggestions) India. - Created Quality Framework for Creatives - Helped in creating a deck for Quality Framework (Creatives). - Preparing & Implementing Corrective Action Plan. - Managed Boot Camp training for new joiners and helped them with their roster and mandatory training. - Analysing/Controlling Quality Metrics & Interpreting Process. - Performance insights across India for Creatives, - Helped HYD to set up quality process for AWX and trained new QAs for the same.

Lead Transactional Quality” (March, 2013 – Till date)Responsibilities• Acting as a subject matter expert and ensuring that all the processes are followed appropriately to achieve the defined targets.• Auditing and coaching frontline associates on the area of opportunities to deliver standard service.• Analyzing data and business metrics to find out the root cause of defects and variations. Also finding ways to minimize defects and variations.• Creating action plans to drive improvements in key client metrics.• Ensuring that all the other teams are calibrated on product and process by leading in client calibration sessions.• Analyze the current product policy / process and supply feedback to the client for policy/process improvement.• Showcasing the business metric performance to internal and external stakeholders.• Publishing daily, weekly and monthly reports.• Mentoring new QAs.• Collaborating with operation and VnA team to deliver standard service.• Ensuring Compliance in the process with weekly audits and reporting.• Calibrating with Clients and Ops to discuss the performance on the key metrics.• Handling client escalations• Client Interaction through weekly and monthly Reviews• Ensuring Compliance & Control in the process.

AEGIS BPO Service Limited • Worked for first party auto loan collections.• Taking inbound and outbound calls related to auto loan collections. • Answer calls and respond to emails • Handle customer inquiries both telephonically and by email• Manage and resolve customer complaints (if any )• Enter new customer information into system• Identify and escalate priority issues• Follow up customer calls where necessary• Document all call information according to standard operating procedures• Complete call logs• Produce call reports