At Ditto Insurance, I lead a team of 50 running quality audits across calls, chats and payment calls. I led an RFP to evaluate QA automation vendors and worked with other teams to implement in-house AI call auditing using Gemini and Claude; about 50% of calls are now audited by AI.
I also led automation of a previously manual assignment system, reducing the effort from about eight hours to about 15 minutes. I built capacity planners and QA dashboards in Sheets and Excel, and unified separate SOPs into one audit mechanism.
Working with product, advisor and training teams, I bring QA into product updates to help prevent issues, reduce escalations and support faster adoption. I also run training programs on new tools and processes.
Before Ditto Insurance, I was a Database Administrator at Tata Consultancy Services (TCS), supporting production Oracle databases for a UK client, Prudential, with a team of six. I bring a SQL and database background, along with a Lean Six Sigma Green Belt.
