• Worked with business functions to develop and implement data gathering techniques to identify and rank opportunities for continuous improvement.• Delivered training and provide mentoring support in Yellow Belt, Green Belt, and Root Cause Analysis, 5S, Lean project and agile success case studies and projects. Kaizen and workshop facilitation techniques, while being an exemplar of all of these skills among others.• Developed and uses clear criteria for guiding decisions (e.g. resources, constraints, organizational values). • Understood and evaluated numerical data, tables, charts, or graphs to get to the cause of a problem. • Performs calculations and combines quantitative information in order to diagnose and solve a problem. Adaptability • Adjusted strategies to changes in the environment. • Adopted means of communication and interaction that suit different cultures. • Learns highly complex information regarding a product or operation. Innovativeness • Produces imaginative or unique responses to a problem.• Generates alternatives before settling on a solution. • Develops new approaches to improve or replace existing procedures or systems. Flexibility • Modifies a strongly held opinion in response to contrary evidence.

Played various roles as an SME like trainer, Quality, Escalations calls, monitoring issue calls, feedback, certifications etc.

Quality analyst to ensure accuracy and complaince quidelines are met withing the process.• Handling a team of 11advisors.• Co-ordinate with the MIS team and the leaders to ensure we meet deadlines and take care of any discrepancies.• Conduct Buzz sessions with the quality coaches.• Delivery of team Customer service level components, quality and productivity targets• Discuss updates with the team and conduct need based coaching & feedback sessions.• Monitoring calls & providing feedback with regards to soft skills & rapport building.• Attending weekly call calibrations to rate the advisor on Call Quality on customer service and sales measures.• Coaching the advisors on ways to enhance their CSAT conversion without compromising on customer experience.• Monitoring advisors & providing daily feedback on how to minimize hold time & ACW (after call work) to help improve the teams productivity.• Handling customer complaints, escalations & providing an appropriate solution.• Maintain data to gauge the weekly performance of every advisor & focus on the bottom quartile.• Handling escalation calls• Monthly evaluations for the team and performance reviews.• Recognize and celebrate team and team member accomplishments and exceptional performance• Weekly performance review with the Team Leaders across the floor.