Kanchan B.

Dynamic and results-driven professional with extensive experience in Quality Assurance and training management. Skilled in providing constructive feedback and actionable insights to agents, ensuring alignment with organizational goals. Proven ability to lead a team of 40 QA specialists, overseeing attendance and productivity metrics to optimize performance. Proficient in creating comprehensive Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR) for client presentations. Experienced in developing Training Needs Identification (TNI) and Performance Improvement Action (PIA) lists, conducting interviews, and certifying trainees post- training. Adept at delivering engaging training sessions tailored to diverse audiences, with a focus on continuous improvement and adaptability to meet organizational needs. Committed to fostering a high-performance culture and enhancing team capabilities