• Improved call quality score from 30% to 70%, boosting visit-to-delivery conversion by 1% by designing and implementing

quality framework.

• Standardized metrics, scoring rubrics, and structured feedback loops across sales, home test drive, and monetisation

teams.

• Strengthened performance through calibrations, RCA reviews, and training sessions.
• Pioneered AI bot call automation by designing prompts for automated sales conversion.

• Achieved 20% higher conversion and 10% lower rejection through PKTs and feedback delivery.
• Reduced escalations by 25% and TAT by driving quality dashboards and cross-functional fixes.
• Improved productivity by 30% via strategic projects optimizing BQ headcount.
• Delivered process consistency via daily monitoring, feedback, and calibration sessions.
• Recognized in RNR programs for impactful contributions.

• Boosted customer satisfaction by 25% and reduced support issues by 10% via performance evaluations.
• Improved exclusion rates by 60% and validation accuracy by 30% through structured audits.
• Enhanced floor quality by 40% by introducing SOP improvements and continuous refinements.
• Strengthened client relations via site audits, calibration sessions, and partner interviews.
• Led training and process documentation for stronger knowledge alignment.

• Elevated associate performance and consistency by leading audits, dashboards, and coaching.
• Improved compliance by meeting daily audit targets of 45+ chats and sharing weekly dashboards.
• Enhanced frontline readiness with pre-shift briefings, dip checks, and live audits.