Quality Manager at CALL INSIGHT / CCI (2021-01 – Present)
Head of Quality at CALL INSIGHT / CCI (2018-01 – 2020-12)
- Led end-to-end Quality strategy across multiple international accounts.
- Improved overall quality performance by 30% on critical US portfolio.
- Increased CSAT and FCR by 20% through structured defect reduction.
- Built and scaled Quality functions across 8 business units.
- Delivered executive-level reporting and QBR presentations.
International Compliance Auditor & Campaign Manager at THE IGNITION GROUP (2017-01 – 2018-12)
- Conducted enterprise-wide compliance audits.
- Designed risk monitoring tools aligned to legislation.
- Produced executive audit reports and compliance roadmaps.
Operations Manager at CCI – MTN CUSTOMER SERVICES (2016-01 – 2017-12)
- Managed CSAT, AHT and SLA performance metrics.
- Implemented structured coaching and PIP frameworks.
Quality, Compliance & Customer Insight Manager at CALL INSIGHT (2010-01 – 2016-12)
- Managed QA teams delivering 100% analysis accuracy.
- Designed monitoring frameworks aligned to regulatory standards.
