A result-driven Quality Lead with extensive experience in overseeing key performance indicators (KPIs) such as CSAT (Customer Satisfaction), TTR (Time to Resolution), SLO (Service Level Objectives), and BL (Business Level) metrics. Adept at conducting regular 1:1 performance discussions with front-line engineers, providing actionable feedback, and fostering continuous improvement. Proven track record of driving team performance by aligning individual growth plans with team objectives, ensuring engineers are empowered and supported in their development.Experienced in preparing and presenting detailed quarterly performance reports to senior leadership, providing data-driven insights and strategic recommendationsExpert in strategizing and executing team goals, ensuring alignment with organizational priorities while enhancing overall productivity and customer satisfaction. Skilled at handling technical escalations, working closely with customers, accounts, and other stakeholders to resolve complex issues in a timely and efficient manner. A collaborative leader with a focus on coaching and mentoring engineers, creating a culture of accountability, excellence, and ongoing professional development.Key strengths include:In-depth experience with performance management and KPI monitoring.Strong communicator, capable of engaging effectively with cross-functional teams and stakeholders.Strategic thinker, with a focus on operational excellence and customer-centric solutions.Committed to engineer development and team empowerment through tailored growth plans and skill-building opportunities.