Experience

• 

  Mphasis

  Oct 2005 - Sept 2008

  Sr. qa
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  Aegis limited

  Sept 2008 - Aug 2009

  Sr. qa
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  Ibm

  Sept 2009 - Aug 2011

  Lead quality
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  Teleperformance

  Jul 2011 - Jul 2014

  Assistant manager - quality

  Working as Quality head for Telecom process Overall Implementation, Planning and Improvement of the Transactional Quality Framework, providing inputs for process betterment/product enhancement basis the day to day findings, in coordination with Training Team.Fraud management system setup to ensure zero non compliance on various parameters As an ongoing practice, monitor & conduct deep dive analysis on areas of opportunities within the account and implement corrective actions, to help achieve desired resultsTraining & Refresher efficacy check to ensure continuous performance improvement and training module revision accordinglyAssessing trainees on defined Quality parametersTraining need identification basis the performance of the employees and ensures timely training for the identified populationMotivating the new hires by intervening in training batches & encouraging tenured Agents to perform well on all the key matricesTo identify root causes of variances in metrics (if any)Ensure compliance with internal policies and procedures, external regulations and information security standardsTo propose corrective/ Improvement solutions based on facts and data, implement and monitor improvement projects in the processTo ensure zero variance in calibration with client, on quality parameters defined for the processConducting calibration with Trainers and Operation managers to find out the gaps and coach them accordinglyManaging projects running by client and responsible for 100% compliance on all the actionable/reports Show less

• 

  Vertex customer management india private limited

  Jul 2014 - May 2017

  Quality head for the site, managing different accounts.

  • Sr. Manager Training & Quality

    Mar 2017 - May 2017

  • Manager Quality

    Jul 2014 - Mar 2017
• 

  Cogent e services

  May 2017 - Jul 2018

  Senior manager quality & training
• 

  Concentrix

  Jul 2018 - now

  • Senior Manager Ops Support

    Jan 2022 - now

  • Manager Quality & Training

    Jul 2018 - Jan 2022