At Tide Business, I lead QA operations as the SPOC across Operations, Product, Training, and external stakeholders, supervising Team Leaders, running ATA reviews and calibrations, and delivering MIS dashboards and audit insights. I strengthen scoring reliability through structured feedback, corrective sessions, SOP updates, and training for new hires and QAs.
Previously at Futwork and SquadStack, I improved agent performance by 20% through data-driven scoring analysis, managed 12 QAs, and delivered quality audits across logistics, EdTech, FinTech, and sales. My background also includes over 100,000 call attempts and active conversation minutes, with hands-on experience in RCA, Six Sigma methods, coaching, and stakeholder communication.
