Type of project: Emergency Support Services (Call Center & GPS Tracking Control Room) for a Government projectKey Accountabilities: Recruitment and Training of employees for call center and GPS Control room. Responsible for Quality Assurance set up in new processes(data and voice) Handling Team Managers of Individual Centers located in virtual centers. Leading Business Continuity plan during crisis. Data crunching Identify and implement Quality projects to improve productivity and reduce waste around processes. Working on Overall billing to the client and raising monthly invoices. Responsible for answering all the client questions related to the process and billing and ensuring thepayments are made by the client on timely basis.

Handling direct team responsible for Collections and Cash Application ofa Multi National Company located in UK & US.Ü Managing QA activities in defined processes.Ü Enhancing Quality dept. touch points and share best practicesÜ Responsible for Quality Assurance set up in the processÜ Work on Centralized Call Recording and Monitoring ManagementÜ Assist and ensure in SOX complianceÜ Creating Reports and trends on operations performance statistics;providing monthly management reports.Ü Interpreting operational trends and makes recommendations forpossible improvement strategies based upon customer statistics trendsby site, line of business, etc.Ü Coordinating data feeds with Operations to provide data for analysis.Ü Leading, proposing & mentor analytical initiativesÜ Working on statistical analysis, strategic research, Strategydevelopment, monitoring and validationÜ Closely working with the Business area to develop suitable ScorecardsÜ Executing quality and process initiatives applying Six sigma conceptsfor improving quality and productivity of the processÜ Conducting compliancy check to ensure quality standards are followedin process executionÜ Developing statistical process control techniquesÜ Identifying business problem areas and aligning themselves to the painareasÜ Responsible for implementing Corrective & Preventive processes formatrices not meeting targetsÜ Establish Analytics to trend and Improve organizations metricsÜ Providing accurate operational MIS of the business to FP&A team forincorporation in monthly billing. Addressing any queries between FP&Aand businessNotable CreditsÜ Successfully completed a greenbelt project on a reducing aged debt in90+ bucket using DMAIC methodology providing customer a businessimpact of $ 10 Mn. Rewarded Dollar award by the customer.

Key Accountabilities:Ü Auditing Calls and documentation of Agents and providing documentedfeedback for further improvement of call quality.Ü Supporting Team leader (Quality) in all quality initiatives.Ü Providing weekly trainings to agents and updating them about theareas of improvement

Ü Responsible for Random Auditing calls to monitor the call quality andproduct knowledge.Ü Creating soft skills training material and conducting training sessions toimprove client experience.