SASIDHAR REDDY M

Conducted daily audits of 35-40 inbound calls and email tickets, consistently achieving over 98% audit accuracy to ensure service quality and compliance.

Decreased calibration variance by over 50%, from 10% to under 5%, by implementing structured calibration sessions, significantly improving team consistency and evaluation fairness.

Spearheaded Quality and Training operations for 2 years 8 months, supporting multiple teams and stakeholders, demonstrating leadership capabilities beyond a typical Quality Analyst role.

Enhanced overall Net Promoter Score (NPS) by 12% through in-depth DSAT analysis and targeted coaching initiatives, directly impacting customer satisfaction.

Elevated new-hire quality scores by 20% within 60 days post-onboarding through effective New Hire Training (NHT) and strategic refresher programs.

Boosted compliance scores from 85% to 95% by designing and deploying a standardized Quality Framework, strengthening operational adherence and reducing risk.

Successfully transitioned 70% of bottom-quartile agents to average or top performance tiers utilizing targeted Performance Improvement Plans (PIPs).

Minimized repeat quality errors by 25% through consistent bi-weekly one-on-one coaching sessions, fostering continuous agent development and skill enhancement.

Managed high-level escalation calls and resolved complex customer issues, ensuring timely and effective problem resolution and customer retention.

Addressed distributor and customer queries efficiently, consistently meeting defined Turnaround Times (TAT) for optimal service delivery and stakeholder satisfaction.

Provided comprehensive support for 4G data card troubleshooting and facilitated seamless service activations for customers, enhancing user experience.

Oversaw postpaid customer support operations across Karnataka and Andhra Pradesh regions, ensuring high service standards and regional client satisfaction.

Provided expert assistance for GPRS helpdesk, 3G/4G inquiries, and effectively managed escalation calls to resolve critical technical issues.

Achieved and consistently surpassed performance and quality targets, demonstrating strong commitment to service excellence and operational metrics.