At Compass Experience Labs, I redesigned quality governance frameworks across 32 client programs and built standardized QA models, scorecards, and operating rhythms. I also partnered with Development and Operations on QA automation, including workflow changes that reduced manual reporting effort by approximately 96 hours per reporting cycle.
At WNS, I directed a 20-person Quality organization supporting insurance programs and redesigned evaluation frameworks and calibration methods, improving QA performance by approximately 20%. At Cognizant, I led quality strategy for a global digital media program and improved CSAT by 12% through coaching, calibration, and performance analytics.
Earlier, at Foundever, TeleTech (TTEC), and Teleperformance, I led quality operations, vendor governance, and performance improvement across customer support programs. My work included improving customer retention by 30% at TeleTech (TTEC) and supporting the successful onboarding of 9 client programs at Foundever.
