At PropertyPistol Realty Private LTD, I audited Primary Sales and Syndicate Presales processes, developed call-monitoring formats and quality standards, and recommended actions to address process gaps. I also prepared audit reports and conducted quality inductions and CRM training.
At Metropolis Healthcare Limited, I audited calls and processes, shared findings with vendors, and supported corrective actions when compliance was breached. I prepared audit reports and presentations, conducted call calibrations, and coached the team on improving processes.
Earlier, at Onwards eService's & QuessCorp, Home Credit India Finance Pvt. Ltd, OnePoint OneSolutionsPvt. Ltd, and Mphasis an HPCompany, I evaluated calls, investigated escalations, analyzed quality data, and prepared process dashboards and reports. I also designed a Performance Improvement Plan framework and conducted a Mystery Shopping project to identify process gaps.
