Rich experience in Project Management, People Management, Quality, Process Transition, Technical Support & Customer Relationship Management.
Taking ownership of the daily Quality of Work and actively monitoring the work done by the team.
Ensuring impartial audits are performed on Ticket creation, Reassignments, Management alerts and Communications.
Driving and maintaining the teams score within the expected level.
Conducting Weekly tests and Tollgates on a regular basis. Publishing – more... Study material for Tollgates well in advance (two weeks).
Conducting One to One meeting with the team members to address quality issues and provide feedback on the quality of their work.
Ensuring under performers receive adequate coaching and documenting their feedback.
Maintaining and publishing fortnightly Quality reports, with no deviation in timelines.
Being the single point of contact for all quality and knowledge concerns - both inside and outside the team. – less