Sari L

Experience

• 

  Sitel

  Aug 2013 - Jun 2015

  Learning Specialist
• 

  Convergys

  Sept 2015 - Sept 2018

  Quality Assurance
• 

  TDCX

  Sept 2018 - Jan 2023

  -Managing one of the biggest and popular Accommodations global brand.-Supporting Quality Assurance needs for 2000 HC in 2 sites.-Providing actionable insights and mapping CX Journey to improve overall experience. -Built a Quality Framework for one of the biggest Social Media platforms.-Mapped Advertiser experience when using the platforms to create better understanding on the process and design process improvements.-Helped standardized quality and audit process for NA, EMEA and SEA through consistent touch base, calibrations, and triage sessions.

  • Quality Assurance Manager II

    Oct 2021 - Jan 2023

  • Operations Manager

    Sept 2020 - Oct 2021

  • Quality Assurance Team Lead

    Sept 2019 - Sept 2020

  • Quality Assurance Officer

    Sept 2018 - Sept 2019
• 

  Concentrix

  Jan 2023 - Aug 2024

  Training And Quality Manager

  -Supporting one of the pioneer E-commerce platform in SEA and well-known Accommodations/Travel Brands on their Quality and Training needs.-Streamlining Training and Quality process to strengthen operational rigor and performancemanagement.-Generating actionable insights to enhance every customer journey and eliminate roadblocks.

• 

  TDCX

  Aug 2024 - now

  Senior Customer Experience Manager (Global)