Handling chat process for MPL Client with agent count of 100+ in different LOB's (Chat/Voice/Email/Consumer Research/US/Nigeria) Preparing quality sheet on which calls/chats are audited of respective process. Areas of Expertise Handling team of more than 11 QA's for different process within the organization. Plan and initiate action plan to approach and secure new business for the organization. A result oriented professional with more than 1 2 years of experience in the areas of Quality, Training, Sales and Team Handling. Preparing MBR and QBR on regular basis for review with management and client. Conducting regular Audits to ensure the Quality level within the organization. Preparing daily and monthly dashboard of all process. A dynamic go-getter and quick learner with ability to work under pressure and meet deadline. Ensuring continuous improvement in service delivery through process improvement initiatives. Responsible for the entire business for South India worth approx. Analyzing performance data and charts against defined parameters.