Results-driven Quality Assurance Lead with 4+ years of experience in BPO and contact center operations, specializing in quality management, team leadership, and process improvement. Proven expertise in managing onshore/offshore QA teams, driving calibration accuracy, and enhancing customer satisfaction through data-driven strategies. Skilled in creating SOPs, SOWs, and performance frameworks, with hands-on experience in tools like Looker Studio, Zendesk, and Power BI. Demonstrated success in reducing QA process time through automation and improving CSAT and operational efficiency
Project ManagementLeadershipQuality Control+21
