Lalvar sang

Responsible for conducting comprehensive quality audits across calls, emails, chats, and transactions to ensure strict adherence to SOPs and client guidelines. Monitored agent performance against quality KPIs, identifying gaps and providing targeted coaching to enhance accuracy and customer experience. Prepared detailed quality scorecards, audit reports, and MIS dashboards. Led root cause analysis of quality failures, collaborating with cross-functional teams to implement corrective and preventive actions. Ensured compliance with regulatory standards, facilitated calibration sessions, supported process improvements, and contributed to training initiatives. Maintained thorough documentation and escalated critical quality issues promptly.