Responsible for Stake holder management, Document management on par with ISO standards, conduct SOP PMM Audits & Skill Matrix review/validation & update on quarterly basis. Have added significant value to the Business Unit by driving Service Improvement Plans (SIPs'), coordinating Quality sessions for Bottom Quartile employees. Assisted Delivery team on driving Work Load analysis & involved in Process flow documentation as per the business requirement.

Heading Quality Management Program for department - LoanCare. Handling quality related client escalations, preparing CAPA & RCA, drafting & implementation of Quality Framework, initiated Quality sessions focusing on critical error impacts

Responsible for teams quality metrics, identifying the defects as per quality parameters and analyzing the most significant defects. Conducting RCA for any exceptions and share the observation with Operations and share best practices. Preparing Manager / SME audit reports Geo wise and publishing it with top managements. Prepare and share weekly dashboards, monthly team stack report, Outliers management report. Carry out Compliance audits for teams. Have worked on two Six Sigma Projects

Working as a Quality Evaluator. Evaluating call quality of large teamEnsuring that the team meets the quality standards in customer service. Hosting call calibrations for the center leads and managers.Participating in client call calibration.

Worked in a process which dealt with Real Estate Mortgage. I was into one of the sub function called Panel Management which involved managing the independent licensed real estate vendors all across USA. Working on projects assigned by clients.

workes for client First Advantage, in a background verification process