As a Manager, I have pioneered accounts which I have drafted and gotten approval of Quality Service plan and call flow in line with the Compliance guidelines. I implemented projects and initiatives to drive quality in all transactional interactions of the line of business under my umbrella. Moreover, I put structure on the dispute process, internal and external calibration, change management, communication platform and reporting templates to establish a more organized approach with stakeholders andbring out consistency and alignment all across support groups and front-line employees. Facilitating RCA sessions, attending weekly/monthly business review and calibration sessions, getting involved on disputes and process improvement were among the tasks I deliver religiously.
