Andleeb

• Led a dedicated team across partner and internal functions, driving initiatives to enhance business excellence across the organization
• Partnered with the Customer Success Team to evaluate Net Promoter Scores (NPS), conducted root cause analyses on detractor feedback, and executed corrective actions to improve customer satisfaction
• Managed transactional quality processes, ensuring design quality across all projects by identifying defects and providing targeted training to supervisors
• Advocated for the Corrective and Preventive Actions (CAPA) for customer escalations, ensuring compliance with operational standards
• Determined and prioritized focus projects in alignment with management directives, employing Six Sigma and other TQM methodologies to achieve measurable enhancements in key performance indicators
• Enhanced customer satisfaction scores by 25% through strategic analysis and action plans derived from NPS feedback
• Developed and implemented a comprehensive training program that resulted in a 20% increase in team quality
• Completed and contributed in success journey for Phase I and Phase II for Axis and Citi Bank merger – Myrtle Project
• Implemented a comprehensive training program that enhanced team capabilities, resulting in a 10% increase in overall project efficiency

• Managed the HR Helpdesk project for the organization, overseeing the integration of change management activities
• Analyzed key metrics such as Call Quality, defects per unit, and turnaround times to identify areas for improvement
• Conducted root cause analyses on escalations related to quality and turnaround times, presenting findings to management/Client for corrective action – SBI Process
• Delivered client and management presentations on defect trends and action plans to enhance project quality
• Conducted compliance audits on training programs and updated management systems to ensure adherence to quality standards
• Worked closely with operations managers to enhance turnaround times and resource utilization across multiple projects
• Received the Best Team Award for exceptional leadership and team performance during my tenure
• Achieved a 95% score in quality metrics for TP across all processes

• Conducted audits and data analysis based on KPIs like PCS, CSS, resolution rates, and customer feedback
• Build and drive calibration models to drive standardization across the LOBs and teams
• Conducted deep-dive analysis to identify root causes of underperformance and designed targeted training programs to bridge skill underperforming employees through up skilling initiatives and motivational programs
• Facilitated regular reviews to discuss performance and identify opportunities for enhancement
• Guided smooth transitions to new processes while maintaining quality standards
• Improved PCS and CSS for Samsung and reduced the post Covid impact on performance

• Managed quality functions across multiple processes, including DISH TV, ICICI, Max Life, Nykaa, and IGL, ensuring adherence to standards and customer satisfaction
• Conducted audits based on KPIs like Resolution time, resolution rates, and customer feedback
• Led analytics efforts to analyze customer feedback and improve service delivery
• Supervised quality auditors and calibration processes, ensuring performance improvement through feedback and calibration sessions
• Facilitated regular reviews to discuss performance and identify opportunities for enhancement
• Guided smooth transitions to new processes while maintaining quality standards especially for BFSI processes
• Implemented automation solutions to enhance CRM efficiency and quality assessments
• Created detailed sales process maps, documenting both the current ('as-is') and improved ('to-be') processes to streamline workflows
• As a core member of transition in ICCS- increased revenue by expanding business from 25 FTE’s to 400 FTE- Max life insurance and Dish TV

· Managed three premium processes: Foodpanda, ShopClues, and Dish TV.

· Developed and reviewed the quality policy, set quality standards, established new working practices, and fostered a culture of proactive problem identification.

· Designed and implemented quality-training programs, ensuring continuous updates and the integration of new quality concepts through the Transmon quality tool.

· Conducted Quality Development Audits to assess overall performance and identify improvement opportunities from the division's perspective.

· Played a key role in strategic decision-making and effectively managed stakeholder expectations both within and outside the organization.

· Supervise Team Performance by monitoring daily activities of agents, ensuring they adhere to schedules and meet performance targets.

· Provide guidance and act as the first point of contact for team members for queries and challenges.

· Training and Coaching: Identify skill gaps and provide training or coaching to improve team performance.

· Reports - Work on data and generate various types of reports and analysis

· Reviewing and tracking the progress on the action plans shared by the internal teams

· To identify business opportunities by identifying prospects and evaluating their position in the industry; researching and analyzing sales options

· Sell products by establishing contact and developing relationships with prospects; recommending solutions

· Contributes to team effort by accomplishing related results as needed