Heading to scale Indian operations-responsible for P&L, Growth and Valuation

Manager Quality- Project : Telstra (AUS Telecom) managed Service Delivery (500+) accountable for Quality and NPS in Voice and Enterprise Data, covering - PSTN ADSL and NBNLead ODC as centre of quality excellence

Was re-hired as Quality Manager for a leading Australian Telco - Telstra

Head Quality & Training: Diversified experience with Domestic Telecom / DTH (IB &OB), BFSI (collections) & Publishing – multiple accounts / locations

Transitioned, managed and scaled Vodafone Idea Project - Responsible for PAN India Operations

Implemented FMEA Model, to improve our CQ scores within 3 months..

Consistent in improving and sustaining IQ & EQ scores (topping PAN India score card for 2 circles). Also turned around our rankings in key deliverable s :ICE, Repeat & PI /CTA.

- Responsible for meeting SL’s & Quality deliverable s (Pre-sales quality adherence for UK Telecom Company) with 500+ agents - Accountable for every sale being verified and checked by a team of 73 TL’s & QA’s- Ensured continuous improvement by identifying training needs based on internal quality analysis.- Designed and developed quality manual and was successful in getting ISO 9001 2000 - Established quality process in consensus with client specifications/ regulations/… Show more - Responsible for meeting SL’s & Quality deliverable s (Pre-sales quality adherence for UK Telecom Company) with 500+ agents - Accountable for every sale being verified and checked by a team of 73 TL’s & QA’s- Ensured continuous improvement by identifying training needs based on internal quality analysis.- Designed and developed quality manual and was successful in getting ISO 9001 2000 - Established quality process in consensus with client specifications/ regulations/ guidelines Show less

- Transitioned and managed process: Proof of Concept (Data) – for Fortune 125 Company (Office Depot) leading retail suppliers of office supplies in the US. Meeting deadline with Quality @ 99%+ & Productivity to meet SL’s across four time zones.- Managed a successful Pilot -Data Process for a maiden ecommerce Fortune 125 Company- Scaled operations from a count of 6 to 180 in 3 months- Performance: Meeting daily SL’s consistently- Gained excellence in client Communication / Client… Show more - Transitioned and managed process: Proof of Concept (Data) – for Fortune 125 Company (Office Depot) leading retail suppliers of office supplies in the US. Meeting deadline with Quality @ 99%+ & Productivity to meet SL’s across four time zones.- Managed a successful Pilot -Data Process for a maiden ecommerce Fortune 125 Company- Scaled operations from a count of 6 to 180 in 3 months- Performance: Meeting daily SL’s consistently- Gained excellence in client Communication / Client Equity- Scheduling / Staffing based on trends (Inbound pattern) - WFM- Data Analysis and reporting for process improvements- Motivation and retention of Team Members / Providing potential Updates and feed back- Training and Process Improvement activities (completely worked backwards from quality inputs)- Ensured Corrective and preventive action to based on internal Quality assessments - Initiated Weekly Review meeting (to relentlessly chase numbers)- BS7799 Certification- Process Documentation Show less

- Managing Operations in a 24/7 – Email- Customer Support Service being outsourced from Brigade (San Francisco) production out of India at Chennai & Hyderabad- Met targets on SL, quality & C-sat for email tech support - Planned and Implemented Dynamic Staffing Model to increase Operational efficiency by25 – 30% - Co-coordinating with cross-functional departments: HR, Quality, Training, Knowledge Base, and IT & ADMIN