Looking for a job

Priyanka Singh

@priyankasingh12

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I improve service quality, SLA compliance, and customer experience across outsourcing operations.

India

Message

What I'm looking for

I'm looking for a quality, service delivery, or process improvement role where I can strengthen SLA performance, customer experience, operational reporting, team capability, and continuous improvement.

I'm currently improving service quality and SLA performance at TCS through audits of calls, emails, and web tickets, using ServiceNow data to identify breaches and corrective actions.

Previously at Wipro, I led quality, service management, customer feedback, coaching, and client-review activities across service operations. I ensured incident tickets were assigned to L2/L3 teams within 30 minutes with appropriate severity and prioritization.

I've also gathered business requirements and supported functional, performance, stress, scalability, and web-based testing for TMS, cost-budget control, and real-time dashboard applications.

I build stronger teams through coaching, refresher training, performance analysis, and practical improvement initiatives including Lean, Six Sigma, SIP, and Pragati. My work has been recognized through Best Pragati, Key Performer, Game Changer, Habit Flagbearer, and Six Sigma DMAIC awards.

Experience

Work history, roles, and key accomplishments

Current

Quality Manager

Current

TCS

Performed quality and process audits, managed SLA performance using ServiceNow, and prepared service review reports. Analyzed customer feedback and implemented corrective actions to improve service quality.

Quality Assurance Process Auditing SLA Management ServiceNow Root Cause Analysis Defect Management Customer Feedback Analysis Reporting

Quality Manager

Wipro Limited

Jan 2018 - Feb 2024 (6 years 1 month)

Ensured SLA adherence, conducted quality audits, and managed customer feedback and performance coaching. Implemented Lean and Six Sigma initiatives and handled client and stakeholder management.

SLA Management Quality Auditing Customer Satisfaction Coaching Training Lean Six Sigma Software Testing Incident Management Reporting

Senior Associate

Wipro Limited

Jul 2017 - Dec 2017 (5 months)

Guided users on GST processes, handled client calls, and monitored team performance. Conducted quality evaluations and coached associates to improve performance.

GST Customer Service Quality Evaluation Coaching Performance Monitoring

Associate

Wipro BPM

Aug 2015 - Jun 2017 (1 year 10 months)

Delivered high-quality customer service and addressed customer queries effectively. Assisted customers with information on offers and services to ensure satisfaction and retention.

Customer Service Problem Solving