Asma Parveen Kittur

Responsible for leading a team of quality auditors to ensure Service Desk quality standards are met. Manage escalations, conduct root cause analyses, and implement training sessions to address performance gaps. Regularly coordinate with clients for quality reviews, oversee productivity and process adherence, and perform DSAT analysis. Also conduct audits, calibrations, and knowledge tests to drive continuous improvement and service excellence

Lead the quality function for the SAM Track and its seven sub-tracks, ensuring adherence to SLAs and continuous service improvement. Manage end-to-end escalations with root cause analysis endorsed by Service Management. Conduct training sessions, performance reviews, and process audits in collaboration with Operations, Retained Organization (RO), and DWP teams. Drive compliance by monitoring invoice status and coordinating dry runs before client connects. Represent SAM in client audits, deliver regular reviews and presentations, and perform DSAT analysis to identify and address quality gaps

Led hiring, induction, and transition of new joiners from training to production. Designed the complete training module, including presentations, a gradebook system, certification process, and an OJT phase. Successfully trained 5 batches with an average throughput of 85%. Monitored individual performance through audits, feedback, and quality scores, driving measurable improvement. Developed quality monitoring sheets across all LOBs, conducted refresher trainings based on TNA, and owned weekly/monthly dashboards to track progress and highlight trends.

Successfully completed a multi-phase client accreditation program with high scores and exceptional feedback from Bell Canada’s Training and Quality Heads. Delivered process training to multiple batches (12–15 participants) with certification pass rates of 85% and 92%. Assessed on presentation skills, audience engagement, session delivery, and training techniques. Received formal appreciation from the client, process manager, and site director for training effectiveness and adherence to client standards.

Handled inbound technical support calls with a professional and customer-focused approach, aiming to build trust and deliver solutions effectively. Managed escalation calls and provided real-time technical guidance to agents. Contributed to achieving key KPIs such as Call Handle Time, First Call Resolution (FCR), and Customer Satisfaction (CSAT). Took charge in the absence of the Team Leader and coached new joiners through training and knowledge assessments. Ensured daily real-time queue management to maintain schedule adherence at the site level.March 2006 - April 2010

Managed customer escalations and backend case resolutions by coordinating with technical and cross-functional teams. Ensured 100% TAT adherence and end-to-end follow-up for customer satisfaction. Delivered technical training to new recruits and maintained resolution quality on critical issues. Reported daily team productivity and activities to the manager.