At Genpact, I lead Operations and Quality for a financial services account, overseeing a team of more than 50 Customer Service Representatives, three Front Line Managers, and three Quality Analysts. I monitor service levels, quality, productivity, and customer satisfaction, using performance data to identify improvement opportunities.
I use DMAIC, Lean, and Six Sigma methodologies to refine processes, and I spearhead AI-driven initiatives to optimize workflows and reporting. I also work with Operations, Learning & Development, and Workforce Management on targeted training and development programs.
Previously, at Sykes Asia Inc., I directed a 10+ member QA team, developed QA evaluation systems, and led calibration meetings. At Accenture, Inc., I assessed customer interactions, provided performance evaluations and coaching, and supported reporting for telecommunications operations.
