Professional

Tyresnmore.com (RPG Group) · New Delhi, India

• –Oversee and lead overall quality performance management covering call quality, service quality, and customer experience metrics across multi-channel operations
• –Conduct comprehensive quality assurance analysis and evaluations to identify process gaps, inefficiencies, and areas for improvement; implement corrective action plans
• –Manage BPO and outsourcing quality operations; ensure strict adherence to SLAs, KPIs, and organizational quality standards and frameworks
• –Drive team performance and engagement through structured coaching, mentoring, and continuous improvement initiatives

GoMechanic · Gurugram, India

• –Led cross-functional stakeholder meetings to analyze call quality metrics, identify improvement opportunities, and drive sales conversion optimization
• –Conducted call calibration sessions and lead quality feedback reviews; provided coaching on best practices and compliance requirements
• –Evaluated calls, emails, and chat interactions for quality compliance, coaching opportunities, and adherence to operational standards
• –Delivered new-hire training and managed On-the-Job Training (OJT) programs; tracked trainee progress and competency development

GoMechanic · Gurugram, India

• –Managed multi-channel customer interactions (voice, chat, and email); delivered responsive, high-quality customer support
• –Resolved complex customer issues, escalations, and complaints promptly; maintained customer satisfaction metrics
• –Delivered personalized customer support and product guidance; built strong customer relationships and brand loyalty
• –Maintained comprehensive service logs and detailed notes for QA analysis and training purposes

Teleperformance India · Gurugram, India

• –Guided customers through insurance claims processes; provided comprehensive policy explanations and claim support
• –Managed high call volumes while maintaining quality standards and consistent adherence to service level agreements (SLAs)
• –Clearly communicated insurance policy details, benefits, and coverage options to customers