 Compliance to Audit Plan & Feedback mechanism Conduct quality and compliance awareness session with new hires Populating Agent Performance reports SOP creation, process mapping and benchmarking Maintaining incident tracker & RCA Revenue and Margin Projections Devising sales commission framework & control mechanism Billing and commission variance reports Managing and coordinating internal ERP changes with outsourced developer Populating daily client… Show more  Compliance to Audit Plan & Feedback mechanism Conduct quality and compliance awareness session with new hires Populating Agent Performance reports SOP creation, process mapping and benchmarking Maintaining incident tracker & RCA Revenue and Margin Projections Devising sales commission framework & control mechanism Billing and commission variance reports Managing and coordinating internal ERP changes with outsourced developer Populating daily client reports and dashboards Managing marketing list and campaign lead set Populating incentives across BU Show less

 Assist in project transitions w.r.t. requirement gathering & process reengineering Transactional quality function deployment Email, Voice & transaction audits Compliance to Audit Plan & Feedback mechanism Process Mapping & benchmarking Quarterly Revenue Projections Facilitating brainstorming sessions including operation reviews and 1-1 meets Maintaining reports as per desired structure for internal & external ISO 9001 audit Maintaining & Updating… Show more  Assist in project transitions w.r.t. requirement gathering & process reengineering Transactional quality function deployment Email, Voice & transaction audits Compliance to Audit Plan & Feedback mechanism Process Mapping & benchmarking Quarterly Revenue Projections Facilitating brainstorming sessions including operation reviews and 1-1 meets Maintaining reports as per desired structure for internal & external ISO 9001 audit Maintaining & Updating incident tracker, RCA & FMEA Populating Product Revenue Margin reports & process dashboards CSAT analysis and Iterating VOC Travel Budget to Expense reporting SPOC for Client Updates and escalations Mentoring and Coaching Team Members Show less

 Quality auditing of the calls handled by representatives Providing feedback to representatives Conducting Product Knowledge Test and Calibration with operations & quality team Maintaining daily and monthly reports

 Acquiring Clients for Contact Centers Process transitioning NDA and Contracts management Coordinating workflow Preparing reports on financial data Present comparisons on cost, risks and benefits Short listing vendors/centers

 Data Procurement and management Preparing reports on financial data Coordinate Work flow Maintain procedures manual to ensure consistent performance of processes Conducting exercises to determine feasibility of new products and services Recommend actions to improve standard operating procedures Present comparisons on cost, risks and benefits Preparing performance reports & dashboards Process champion for ISO 9001:2000 Quality Check on Spanish and… Show more  Data Procurement and management Preparing reports on financial data Coordinate Work flow Maintain procedures manual to ensure consistent performance of processes Conducting exercises to determine feasibility of new products and services Recommend actions to improve standard operating procedures Present comparisons on cost, risks and benefits Preparing performance reports & dashboards Process champion for ISO 9001:2000 Quality Check on Spanish and English Leads Feedback to the Telemarketers and Call centers Call Calibration with the Clients Creating Variance Reports and Weekly Production reports for Quality Dept. reference Handling team of five outsourced Quality Executives and helping them improve their key deliverables Show less