At Wipro Limited, I led daily operations for a 30+ agent customer service team, sustaining 95% quality scores and improving turnaround time by 15% through workflow redesign. I also handled high-severity escalations and partnered with client management on service-quality trends and SOW compliance.
As Quality Assurance Lead, I maintained a 95% score in golden audit cycles and trained team members on policies and best practices. I established a mentorship program to develop high performers into subject-matter experts and future leaders, strengthening retention and engagement.
