Elisha Priyadarshini

Quality Assurance & Training Manager with 9+ years of progressive experience across BPO, KPO, BPS, and ITO service operations, including Amazon voice/non-voice/service desk support, quick-commerce delivery operations, and international BPO accounts. Directly managed quality and training functions covering 180–320 agents per assignment, leading teams of Quality Analysts, Trainers, and Team Leads. Core strengths include calibration governance, root cause analysis (RCA), training needs identification (TNI), bottom-quartile (BQ) performance management, and WBR/MBR client governance.

Track record of progressing from frontline escalation support into quality leadership through internal promotion based on consistent KPI performance. Seeking a Quality Assurance Manager, Quality Team Lead, or Quality Lead role in BPO/KPO/BPS/ITO service operations.

Quality & Training Manager - Swiggy - East Zone

(2025-08 - 2026-01)

Directly managed a team of 10 Quality Analysts, 3 Trainers and Adhoc Team Leads (Domain- Quality, Training & operations), covering quality and training for approximately 280–320 delivery agents across one operational process in the East Zone.

• Designed and deployed onboarding and business-as-usual (BAU) training programs aligned to Swiggy SOPs and customer experience benchmarks.
• Conducted training needs identification (TNI) across the zone and built targeted upskilling modules to close performance gaps.
• Identified a recurring pattern of unnecessary customer concessions as a significant process-quality issue; addressed it by connecting audit findings to coaching and process interventions.
• Owned calibration cycles across internal QA and cross-functional stakeholders to maintain audit scoring consistency.
• Prepared and presented weekly and monthly quality and training dashboards (WBR/MBR) to zonal and central leadership.
• Managed bottom-quartile (BQ) improvement plans, running structured coaching interventions to lift underperforming agents against target.
• Drove CSAT and NPS improvement initiatives during periods where these metrics fell short of target, while other client KPIs remained consistently on track.
• Ran 12 OJT (on-the-job training) batches and 4–5 temporary batches, achieving an 80%+ nesting/OJT pass rate.
• Maintained early attrition at approximately 5% across OJT batches, within client KPI target.
• OJT batches consistently delivered strong post-training performance on CSAT, AHT, and FCR metrics.

Adhoc Quality Manager - Hongkong 24k BPO

(2025-01 - 2025-07)

Managed quality operations for an international BPO account with an overall operation of approximately 220–250 agents, leading 6 Quality Analysts, 4 Team Leads, and 2 Trainers.

• Delivered consistent performance against most client KPIs, with CSAT and NPS identified as areas requiring targeted improvement during certain periods.
• Prepared TNI reports and led TTQ certification to maintain consistent quality standards across all frontline staff.
• Reviewed weekly and monthly calibration reports, identified scoring drift, and drove corrective alignment sessions with auditors.
• Designed a bottom-quartile (BQ) management action planner and working agendas to track and improve underperforming agents.
• Managed client requirements and delivered regular performance and feedback-efficacy reports for governance review.
• Facilitated daily self-development calls and independently led weekly client governance calls.

Quality Team Lead - Startek

(2024-06 - 2024-09)

Handled a team of 12 Quality Analysts and 5 ad-hoc Workforce Analysts, managing audit coverage, feedback delivery, and performance across peak and BAU periods.

• Ran TTQ certification for new joiners and conducted internal, cross-functional, and client calibration sessions.
• Prepared WBR/MBR documents and owned weekly client governance calls; built the BQ tracker and feedback-efficacy framework.
• Prepared TNI reports, drove quality coaching sessions, and raised process improvement recommendations to leadership.

Senior Associate – Quality - Tech Mahindra Limited (Amazon BPO Account)

(2016-04 - 2024-01)

Joined in April 2016 as an Agent on the Amazon BPO account; moved into the Technical Escalation Desk Agent role in September 2017. Selected for an Internal Job Posting (IJP) into the Quality function (Adhoc Quality) in November 2017 based on performance. Progressed to Senior Quality (Jul 2018) after consistently meeting KPI targets during the Adhoc Quality phase.

Advanced to Adhoc Quality Team Lead (Jun 2022), owning quality for the entire Call and Chat process under the Retail line of business. Held quality scope across approximately 180–230 agents within a broader account population of 500+ across voice, non-voice, and service desk operations.

• Conducted compliance audits, root cause analysis (RCA), and cross-team calibration; enforced SOP adherence and delivered structured coaching and performance feedback.
• Monitored SLA/KPI dashboards, drove CSAT improvement initiatives, and partnered with operations and client stakeholders on quality benchmarks.
• Contributed to Six Sigma/Lean-aligned process improvement projects during the tenure.

B.Tech - Computer Science Engineering - CV Raman College of Engineering (2008 - 2012)

Intermediate - Science - Ravenshaw Jr. Science College (2005 - 2007)