divya jolly

EXL Service

Feb 2025 - Present • Current

Lead Quality Assurance operations for 29 Lines of Business (LOBs), supporting a workforce of 300+ associates across voice and non-voice processes. Manage a team of 9 Subject Matter Experts (SMEs) and 8 Quality Analysts, driving performance, governance, and continuous process improvement. Ensure 100% auditor adherence coverage across all agents through structured audit planning and compliance monitoring. Oversee quality assurance for voice processes, ensuring adherence to quality standards, customer experience metrics, and operational KPIs. Prepare and publish weekly, monthly, and quarterly performance dashboards for each LOB, providing actionable insights to business leadership. Develop and present Monthly Business Review (MBR) and Quarterly Business Review (QBR) decks for senior management and client stakeholders. Lead internal quality reviews, calibration sessions, and Operations–Quality governance meetings to ensure scoring consistency and process alignment. Conduct Failure Mode and Eects Analysis (FMEA) to identify process risks, prioritize improvement opportunities, and strengthen operational controls. Define and implement Quality Standard Definitions (QSDs) across all Lines of Business, establishing standardized quality benchmarks and evaluation criteria. Develop Quality Eectiveness Reports to measure audit eciency, process performance, and quality improvement initiatives. Engage regularly with clients to review quality performance, address escalations, implement Process Improvement Plans (PIPs), and ensure SLA compliance. Achieved a 95%+ reduction in client escalations through structured audits, targeted coaching, quality interventions, and calibration programs. Consistently maintained quality scores above the 90% target across all managed processes for 12+ consecutive months. Improved Customer Satisfaction (CSAT) from 60% to 83% within one year, delivering a 23- percentage-point improvement and exceeding the business target by 5 percentage points. Received multiple client appreciations for delivering sustained quality improvements, operational excellence, and enhanced customer experience.

FIS Solutions Software India Pvt. Ltd

Oct 2021 - Oct 2024 • 3 yrs

Forecasted production, quality, and VOCM targets and tracked team performance against operational KPIs. Planned and implemented projects to achieve productivity, quality, and customer experience goals. Prepared monthly reports covering key business and operational metrics. Managed a team of 15 associates, driving productivity, quality, and performance targets. Supported the Operations Manager in planning, directing, and coordinating daily process activities. Managed team-level expenses and revenues within defined budget targets. Maintained quality control standards and ensured adherence to process procedures. Created and distributed operational reports, performance analyses, and process improvement insights. Provided analytical inputs and best-practice recommendations to improve operational eciency. Supported process owners in setting productivity targets and monitoring performance trends. Contributed to transformation projects through data analysis, reporting, and process documentation. Organized weekly and monthly employee engagement activities and recognition initiatives.

FIS Solutions Software India Pvt. Ltd

Aug 2020 - Sep 2021 • 1.1 yrs

Conducted quality audits and published timely performance reports. Prepared monthly and quarterly dashboards for reviews, action plans, and business analysis. Performed data trending, analysis, and reporting to identify performance gaps and early warning signals. Developed reporting tools and automated reports using Advanced Excel and VBA. Managed client feedback, escalations, and knowledge management activities. Performed data validation and analytical reviews as per client requirements. Prepared standard and ad-hoc MIS reports for various business functions. Conducted training sessions on new business requirements and reporting processes

FIS Solutions Software India Pvt. Ltd

Oct 2013 - Aug 2017 • 3.8 yrs

Trained and mentored new hires on process knowledge, quality standards, and operational • • procedures. Conducted coaching sessions and resolved day-to-day process-related queries. Supported knowledge transfer activities and employee readiness for production operations.

FIS Solutions Software India Pvt. Ltd

Oct 2013 - Aug 2017 • 3.8 yrs

Handled back-oce operations with a focus on quality, accuracy, and turnaround time. Processed transactions in compliance with client processes and operational guidelines. Maintained documentation and supported routine operational improvements. Consistently met productivity and quality benchmarks while ensuring process adherence