Quality Leader with 10 years of overall experience, including 8+ years in Contact Centre Quality across Voice, Chat, and Email channels. Proven expertise in leading end-to-end quality governance, managing QA teams, and driving measurable improvements in CSAT, FCR, and operational efficiency. Strong background in Root Cause Analysis (RCA), calibration, stakeholder management, and data-driven coaching. Experienced in client-facing quality reviews, building dashboards, and implementing Continuous Quality Improvement (CQI) frameworks to enhance customer experience and reduce defects.
