Provide online research and documentation, manage databases and reports, coordinate projects across teams, and support executives with ongoing administrative tasks.

Managed Customer Complaints and Escalations. Assisted in the development and implementation of the quality metrics. Worked proactively with management and employees to maintain continual improvement.

Built entire Quality Framework which includes recruiting, grooming, drafting the framework, designing the Quality Form as per Clients requirement.

Lead quality audits across customer interactions, deliver feedback and coaching, manage QA reporting and metrics, collaborate with stakeholders, and drive continuous improvement.