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Kishore Karthik

@kishorekarthik

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Customer experience and quality leader driving operational excellence and measurable CX improvements.

India

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What I'm looking for

I seek a senior role in quality or operations where I can lead cross-functional teams, drive data-led process improvements, enhance CSAT, and mentor talent in a collaborative, growth-focused environment.

I am a results-driven Customer Experience and Quality Management professional with 14+ years' experience across operations, quality assurance, training, recruitment, and employee relations at firms including Zoomcar, BCD Travel, Dnata, Ibibo Group, and TeamLease. I leverage Six Sigma, Lean methodologies and AI-powered QA frameworks to boost CSAT, improve SLA/KPI adherence, reduce attrition, and deliver data-driven operational improvements.

I have led large cross-functional teams, managed partner and incident triage, designed performance success plans, and implemented analytics-driven dashboards using SAS and Excel to increase efficiency and reduce quality incidents. I am skilled in workforce forecasting, root cause analysis, and designing targeted training programs that improve productivity, retention and customer outcomes.

Experience

Work history, roles, and key accomplishments

Assistant Manager Quality

Zoomcar India Pvt Ltd

Oct 2024 - Oct 2025 (1 year)

Mentored team leaders and agents, led partner and incident management, and implemented performance plans that achieved 100% SLA compliance and reduced quality incidents by 15%. Conducted RCAs and data-driven improvements that increased operational efficiency ~10–12%.

Quality Assurance Incident Management Partner Management SLA Management SAS Excel Coaching

Senior Team Lead

BCD Travel

May 2023 - Sep 2024 (1 year 4 months)

Directed end-to-end operations for 50+ FTE across voice, chat, and email, exceeding KPIs and SLAs by 10–15% and improving team productivity 20% via training and automation. Served as primary escalation point for complex customer issues.

Contact Center Management Training CRM Genesys Escalation Management SLA Management Automation

Team Lead

Dnata

Sep 2022 - May 2023 (8 months)

Led airline operations team of 20 FTEs, achieving 95–100% SLA compliance, increasing CSAT/NPS by 10%, and reducing AHT through process optimizations and KPI-driven coaching.

Airline Operations SLA Management Coaching KPIs Reporting Escalation Management WBR MBR

Senior Quality Analyst

Ibibo Group Pvt Ltd

May 2017 - Apr 2022 (4 years 11 months)

Designed QA scorecards, KRAs and KPIs and led Lean Six Sigma/COPC initiatives that reduced revenue leakage 15% and improved efficiency via Salesforce knowledge systems by ~40%. Reduced escalations and improved FRT and shrinkage metrics.

Six Sigma Salesforce QA Scorecards Process Improvement KPIs Workforce Management

Customer Relations Senior Executive

TeamLease Services Ltd

Mar 2011 - May 2017 (6 years 2 months)

Led a 15-member contact center for insurance accounts, boosting customer retention 20% and reducing FRT 25%; managed employee benefits/TPA processes and ensured compliance across policies.