Tania Das

Prepared TNI's, Quality Dashboards and other reports showcasing defects, process gaps and AOI
Identified critical X's through multiple audit types and shared it with relevant stakeholders
Managed and archived quality documentation and participated in internal and external quality audits.
Performed continuous reviews of quality management system Mentored and guided employees to foster proper completion of assigned duties.
Supervised team members to confirm compliance with set procedures and quality requirements.
Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
Worked with team to identify areas of improvement and devised solutions based on findings.
Identified BQ advisors and conducted coaching sessions to improve their performance

Recommending, implementing and monitoring preventive and corrective actions (DMAIC) to ensure that quality assurance standards are met
Tackling problems in creative and logical ways and brainstorming solutions with management team
Identified process inefficiencies through gap analysis and outlined sensible solutions.
Assessed impact of current business processes on users and stakeholders and evaluated potential areas for improvement. Synthesized current business intelligence data to produce reports and polished presentations, highlighting findings and recommending changes.
Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service. Collaborated with different stakeholders to evaluate factors driving results and summarized into presentations

Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
Shared monthly TNI's with stakeholders to help plan and prioritize staff development activities and align them with organizational goals and strategies
Collaborated with training and operations to work on CX impacting KPI's (AHT, ART, NPS & CSAT) and showcase improvement in these metrics
Worked closely with process excellence team on revamping SOP's to increase CX.
Conducted calibration session for both internal and external teams to minimize any measurement uncertainty by ensuring accuracy of process.