ASHISH DAS

• Leading a 20-member QA team with 1 Assistant Manager and 2 Team Leaders.
• Oversee QA hiring and performance monitoring, delivering weekly/monthly performance reports.
• Conduct process reviews to identify business risks and ensure audit readiness.
• Design and implement process controls to optimize operational efficiency.
• Define process scope, sampling strategy, and develop SOPs.
• Lead weekly review sessions to ensure targets are achieved with action plans.
• Drive continuous improvement and customer-centric initiatives to enhance KPIs.
• Prepare and present business reviews and SLA compliance reports on a weekly/monthly basis.

• Led 13 QAs, 5 Trainers, and 2 Team Leaders to ensure quality standards across multiple campaign functions.
• Designed and executed process improvement initiatives to enhance customer experience.
• Owned QA & training recruitment, productivity tracking, and performance reporting.
• Defined and standardized audit sampling, SOPs, and calibration practices.
• Prepared Business Reviews and presented key metrics to Operations & Clients.
• Managed client escalations, documented root cause analyses, and coordinated nesting dashboards for performance tracking.

• Managed QA teams of up to 8 analysts and a team leader to ensure quality adherence.
• Conducted client calibrations, RCA, and variance analysis.
• Identified training needs to bridge performance gaps and improve service delivery.
• Developed weekly & monthly quality reviews and client performance reports.
• Spearheaded internal projects (PSP) to improve process efficiency and compliance.

· Leading a team of 5 QAs

· Re-auditing the calls and giving feedback to Quality Analyst

· Attending weekly calibration with client and pre-paring and publishing the variance.

· Conducting refresher’s session whenever required and conducting quality session for trainees.

· Meeting client SLA’s and sending periodic MIS to Operation Manager and Director-Quality.

· Looking after client escalation and preparing RCA.

· Maintaining client complaint tracker on weekly and monthly basis

• Audited calls and evaluated quality performance against client scorecards.
• Participated in client calibration sessions and provided actionable insights.
• Supported supervisors with data analysis and operational improvement tracking.

• Managed 7 service franchises and 14 backend staff across 3 districts.
• Conducted training for engineers on installation, repair, and customer interaction.
• Improved service metrics including TAT, repair repeats, and installation accuracy.

· Handling 4 Service Franchises and 8 back ends and managing service in 4districts of Rajasthan

· Providing CRM and product training to backend team

· Providing training to engineers in terms of installation, service repair and customer dealing.

· Maintaining Service Franchises outdoor and indoor unit stock

· Managing Service Franchises audit compliance

· Maintaining KPI’s in terms of Service TAT, Repair Repeat and Installation Repeat

· Auditing inbound and outbound voice calls, chats and emails and delivering feedback.

· Certifying and de-certifying OJT and Certification batches

· Conducting refresher session on operational requirement

· Assisting RCA department in preparing RCA whenever required

· Assisting C-Sat team in terms of achieving their goals

· Preparing and sending post 12 audit report to MIS

· Organizing weekly calibration for in-house center and regional calibration for outsource centers

• Led a team of 10 Quality Analysts across 2 locations for Citi, HSBC, RBS, and HDFC.
• Conducted call audits, feedback sessions, and calibration meetings.
• Prepared MIS reports and ensured motivation and performance consistency.

• Conducted quality audits for financial verification calls.
• Delivered feedback sessions to improve agent accuracy and compliance.