Nikhil Tanpure

• Leading a team of 18 Quality Evaluators, supporting 250+ production employees across 7 accounts/channels, sustaining 95%+ performance adherence.

• Analysed process risk indicators and compliance trends to identify high-impact error categories, enabling targeted interventions for bottom and mid-quartile performers and improving overall quality outcomes.

• Designed and implemented preventive and corrective action frameworks, strengthening governance controls and driving continuous service quality improvement.

• Developed and recalibrated KPIs to enhance performance ownership, expectation clarity, and measurable success metrics.

• Oversaw real-time client priority deliverables and action plans, improving SLA adherence, stakeholder responsiveness, and cross-functional execution.

• Collaborating with cross-functional teams including Training, Operations, and Client stakeholders to drive continuous enhancement of Quality strategy and operational alignment.

• Work collaboratively and engaged with key stakeholders to deliver on our Quality strategy, ensuring compliance and alignment with organizational goals.

Started working as CSR was promoted to Sr CSR, Quality Analyst, Sr Quality Analyst, Quality – Lead and in 2017 was promoted as Assistant Manager – Quality.

• Directed quality and productivity performance for 100+ production employees, consistently sustaining 97%+ quality adherence across multiple projects.

• Developed and delivered executive-ready monthly and quarterly performance reviews, providing leadership with actionable insights on quality trends, risk exposure, and operational gaps to drive data-based decision-making.

• Designed reports and performance dashboards, significantly enhancing process visibility, governance oversight, and stakeholder transparency.

• Leaded process training and calibration programs for new and existing employees, driving overall quality improvement through targeted capability development initiatives.

• Conducted structured training needs analyses using audits, quality assessments, and knowledge evaluations to identify skill gaps and implement performance-enhancing interventions.