•
Led quality initiatives to ensure process excellence and compliance with standards.
•
Developed and implemented testing protocols to enhance operational efficiency.
•
Collaborated with cross-functional teams to identify and resolve quality issues.
•
Trained and mentored junior QA staff to foster professional growth and knowledge sharing.
•
Analyzed client feedback to drive continuous improvement in QA processes.
•
Established quality metrics and benchmarks to measure performance effectiveness.
•
Conducted regular audits to ensure adherence to quality standards.
•
Led daily and weekly client review calls as a site/process SPOC.
•
Prepared RCAs, handled escalations, and provided data as per client's requirements.
•
Universal Trainer - Additional Responsibility
•
As per client recommendations - providing communication and skills training to the employees.
•
Created and taught training classes for soft skills and business communication, email & chat etiquette and training.
•
Conducted and monitored training for new hire employees.
•
Building training curriculum as per the process requirements and preparing monthly and weekly process knowledge quiz.
•
Ability to develop a culture of high standards and ethics, excellent quality and customer responsiveness.