Smriti Sharma

Vice President Quality

Tele-performance India

05.2010 - 08.2023

Customer Experience Leader with over 12 years of Industry experience in Consulting and Leading functions like Operations, Transaction Quality, Six Sigma Projects & Transformation projects, in various domains like BFSI, Utility, E-commerce, telecom, travel, finance & accounting
Strategic leader responsible for driving Quality Assurance across Domestic India Business to enhance Customer Experience
Exposure to manage large teams across various domains like BFSI, Utility, Telecom, E-commerce, Travel and Hospitality and Retail
Promoting Quality as a Service (QAAS) by providing end to end Quality Solution (auditing, analysis, recommendation for automation)
Generated an overall revenue of $ 5.68 m in year 2022-23
Additionally responsible for managing multiple accounts as account manager for domains like E.com, Retail and BFSI and delivering the laid KPI's
Designed and delivered projects on Customer Escalation right from designing SOP's to delivering multiple projects
Some of the accomplishments achieved were improvement in absolute number of complaints by 70% in a period of 3 months for a Insurance Client
Setting up Social Media Escalation desk for largest Food Delivery client in India & delivering 100% resolution as per TAT and earning revenues for Teleperformance consistently right from go live
Expertise in Quality Management system including audits and recommending & implementing corrective actions while ensuring in-process quality control and continuous improvement in process capabilities
Delivered 18 projects in 2021 by generating revenue of $18 m
(11 Six Sigma Projects, 7 Transformation Projects), & 27 Projects in 2022 (16 Six Sigma Projects, 11 Transformation Projects) by generating revenue of $94.5 m
Responsible for outlining the strategy & executables for Quality function
Promoting Customer Experience, automation & performance improvement across businesses by looking at ways to eliminate waste and increase efficiency
Deployed Speech to Text for improving Collection Rates for a leading bank
Saw an overall improvement of 8% in resolution after making the changes to the QA form which was an interesting outcome from the tool
Speech Analytics POC done for a retail client to improve C-SAT & AHT
Saw an improvement of 30 secs reduction in AHT over a period of 6 months and improvement of C-SAT by 3%
QA Automation project executed for a public sector bank
Helped our partner and Teleperformance save cost of 17 Full Time Resources amounting to approx
$1.5m annually
Successfully implemented Knowledge Management Tool-Insurance client- Improved advisor errors resulting in improvement of external call quality scores by 7% in 3 months
RPA (BOT Installation) for segregation of junk/spam emails- Insurance client- Improvement advisor productivity from 40 emails a day to 55 emails and resulted in reduction of 2 resources in a span of a quarter
QA CRM Enhancement for a Banking Client- Real time audits via auto allocation of Sales generated at contact center
Translation tool for a E.com Chat client- Helped in reduction of AHT by 15 secs in 2 months and reduced grammatical errors thereby improving call quality scores by 3% over a period of 4 months
Customer Experience Management Projects: Customer effort reduction- Insurance Process, GB Project for Improving Call Quality scores for Voice & Email LOB- Banking Process, AHT Reduction Project- Voice & Email - E-commerce, Customer Escalation Reduction- Insurance, Food Delivery, BFSI, Repeat Reduction - Voice - Banking/ Retail, Competitive Benchmarking- Insurance, Banking, Retail, Automation, GB Project for Improving Tagging Accuracy - Banking, Customer Satisfaction & Net Promoter Score Improvement- Banking, Retail, Insurance, E-Commerce