- Implemented daily call monitoring to provide constructive feedback for enhancing agent performance - Executed BAU and hygiene audits to ensure compliance with operational standards - Identified training needs and delivered refresher sessions to address skill gaps - Led morning huddles to discuss daily focus areas and share audit.Orchestrated weekly and monthly calibrations with clients to align on quality standards - Utilized strong analytical abilities and attention to detail to conduct audits and drive process improvements - Leveraged excellent communication skills to facilitate effective client calibrations - Demonstrated proficiency in quality monitoring tools to ensure service excellence - Enhanced agent performance resulting in a 15% increase in customer satisfaction - Ensured compliance and operational standards resulting in 98%. Aligned service quality with client expectations, leading to a 10% improvement in client satisfaction.