Results-driven Operations and Quality Assurance professional with 13+ years of experience in BPO operations, customer experience, and performance management across telecommunications, retail ecommerce, travel, finance, and customer support industries. Proven expertise in leading multi-layered teams, driving KPI performance, strengthening quality compliance, and improving operational efficiency in fast-paced environments.
Experienced in managing large-scale operations with oversight of Team Leaders, Coaches, Supervisors, and Quality Analysts while supporting organizational goals through data-driven decision-making, process improvement, and cross-functional collaboration. Strong background in quality governance, calibration management, scorecard development, coaching frameworks, and customer experience optimization.
Skilled in conducting business reviews, performance analysis, client-facing discussions, talent evaluation, and operational strategy implementation. Recognized for building accountability, improving service quality, and developing high-performing teams that consistently meet operational and customer satisfaction targets.
