Experience

• 

  Startek

  Aug 2014 - Aug 2019

  Managing PayTM Digital and Paytm Market Place Customer Services Account from Quality Stand Point Driving Excellence Looking after Flipkart Advantage process. RCA, CAPA, 7QC Tools, Process Excellence, Process improvement suggestions, Process intelligence, Quality Sessions WBR, MBR, QBR Weekly/Monthly Dashboard Subject Matter Expert in Flipkart Customer Care, Had to look after customer escalations, Handling OJT Batches in order to mentor them to get them certified, training them basis day minus one observations etc Flipkart Customer care, had to address Pre & post sale queries/issues/escalations

  • Assistant Manager- Quality

    Feb 2019 - Aug 2019

  • Team Leader- Quality

    Dec 2017 - Feb 2019

  • Quality Assurance Specialist

    Apr 2017 - Dec 2017

  • Senior Executive Quality Assurance

    Aug 2015 - Apr 2017

  • Subject Matter Expert

    Jan 2015 - Jul 2015

  • Customer Care Executive

    Aug 2014 - Dec 2014
• 

  Ison xperiences ltd - leading global cx management company

  Aug 2019 - Sept 2021

  Responsible to Manage Transaction Quality for Ecommerce, BSFI, FinTech, Cab Services businesses

  • Deputy Manager

    Aug 2021 - Sept 2021

  • Assistant Manager- Quality

    Aug 2019 - Aug 2021
• 

  Tech mahindra

  Sept 2021 - Dec 2022

  Associate manager quality
• 

  Ienergizer

  Dec 2022 - now

  As a Senior Manager in Quality Assurance, I lead our BPO's quality function, ensuring top-notch service delivery and client satisfaction. I design and implement robust quality frameworks, drive continuous improvement initiatives, and maintain compliance with industry standards and regulatory requirements.**Key Responsibilities:**- Lead and mentor the quality assurance team.- Develop and execute quality strategies.- Monitor performance through KPIs and metrics.- Implement continuous improvement projects.- Manage client and stakeholder relationships.- Conduct audits and ensure compliance.- Develop and deliver quality training programs.- Present detailed quality reports and analytics to senior management.**Qualifications:**- 8-10 years of quality assurance experience in BPO, with 5+ years in a leadership role.- Expertise in quality management systems and methodologies (Six Sigma, Lean, ISO).- Strong analytical, problem-solving, and decision-making skills.- Excellent communication and interpersonal skills.**Core Competencies:**- Strategic Leadership- Quality Management- Data-Driven Decision Making- Continuous Improvement- Client Relationship Management- Team DevelopmentPassionate about driving excellence and fostering a culture of quality, I strive to enhance operational efficiency and service quality within our organization. Show less As the Quality Manager for ienergizer BPO's Pharma Business, I oversee a team of quality professionals comprising a Quality Assistant Manager, a Quality Team Leader, and 12 Quality Analysts. Our primary objective is to ensure customer satisfaction by providing accurate and complete resolutions to their medicine, lab test, and product-related concerns.In my role, I manage the daily operations of my team, addressing any challenges they face while performing transactional audits. These audits support our customers in resolving their pre and post-purchase queries, aiming for the highest level of satisfaction. Additionally, I establish and maintain strong relationships with our clients, ensuring that we meet their business KPIs and SLAs.One of my key responsibilities is managing a customer satisfaction project. I ensure that all project members carry out their tasks on time, providing insights to clients on project progress and problem-solving approaches. This helps us improve our customer experience and deliver valuable feedback to clients for process enhancements.I also oversee the sales support function for our Pharma client. My team provides insights on sales leads that were successfully converted to orders but later canceled. This information helps identify process gaps that may be impacting our sales intelligence and revenue. By providing such feedback to our clients, we actively contribute to their revenue growth.In addition to managing the team's performance, I am responsible for maintaining a risk register, conducting compliance checks, performing Failure Mode and Effects Analysis (FMEA), and generating quality dashboard reports. These reports provide insights into performance metrics, trends, to support data-driven decision-making and facilitate continuous improvement Show less

  • Senior Manager

    Apr 2024 - now

  • Quality Manager

    Dec 2022 - Jun 2024