Gayatri Mishra
@gayatrimishra
Service Quality Manager with 10+ years improving SLAs, audits, and customer satisfaction for global clients.
IndiaWhat I'm looking for
I’m a Service Quality Manager with 10+ years at Wipro, driving operational excellence and quality governance across global clients including Google, Novant Health, and S&P Global. I lead ISO 9001/20000 audits, govern SLA/KPI performance across multi-tower environments, and deliver continuous improvement through Lean, Kaizen, and Six Sigma, with a strong focus on Root Cause Analysis (RCA) and CAPA.
I spearheaded DMI governance to achieve #1 ranking across Wipro for 6 consecutive months and earned Best Performing Account at SMU level for 3 consecutive quarters. I own the full ACSAT cycle—from customer nomination and onboarding to score collection, action planning with SPOCs, and closure tracking—and strengthen service health through risk management, ITIL-based process assessments, and structured improvements tracked in the ServiceNow Client Environment module.
Experience
Work history, roles, and key accomplishments
Governed Delivery Maturity Index (DMI), achieving #1 ranking across Wipro for 6 consecutive months and Best Account at SMU level for 3 consecutive quarters. Owned the full ACSAT cycle, drove RCA/CAPA for permanent ticket resolution, and ensured ISO 9001/ISO 20000 audit readiness.
Audited support tickets to detect process deviations and non-compliance, and created SOPs to standardize ticket updating and closure. Built Looker Studio dashboards for ticket analysis and trained teams in ticket analysis methodology to sustain continuous improvement.
Managed enterprise contact center platforms (Avaya, NICE, Verint), handling escalations and system health checks to minimize client impact and maintain service continuity. Coordinated cross-team activities during incidents to protect delivery uptime and customer experience.
Education
Degrees, certifications, and relevant coursework
VIT University, Vellore
Master of Technology (M.Tech), Information Technology
Earned an M.Tech in Information Technology from VIT University, Vellore in 2020.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
Interested in hiring Gayatri?
You can contact Gayatri and 90k+ other talented remote workers on Himalayas.
Message GayatriFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
