- Partner with senior manager to ensure quality customer service and supervise a team with diverse talents and responsibilities, track performance and conduct employee reviews.- Manages organization operations by directing and coordinating activities consistent with established goals, objectives, and SOPs.- Provide effective and inspiring leadership, Implement, and lead a continuous quality improvement process.- Provide mentoring and guidance to subordinates and other employees and ensure a continuous improvement in their performance & accuracy.

Managing a team of approx. 25 associates and ensure that all key metrics of performance as per the Client SLA are met and exceeded, focused at delivering Client set SLA’s and proactively syncing work towards client satisfaction. Responsible for compliance, front-ending audits, team building leading to synergy, mentoring, motivation and guiding, strengthening domain, and maintaining healthy client relationship.

Quality Checker (May’14 - Nov’16) - Responsible for internal quality checks of the team to ensure external quality targets are achieved as per client expectations.Subject Matter Expert – Responsible for Weekly refreshment trainings, query resolutions, daily team huddles for updates sharing and maintaining score board for the team.Senior Process Associate (Nov’12 – May’14) - Achieving and maintaining client set productivity and quality targets.

Handling Inbound Chats/Emails for a campaign to guide customers through the website, solving problems and selling packages, Achieving Sales and Quality targets shared by the client.