Divya Srinivasan

About Divya Srinivasan

Quality & Training Manager with 5+ years of experience in Customer Experience (CX)…

Experience

1. Assistant Manager- Quality

   TBO.COM

   Dec 2024 — Present · Gurugram, IN

   Spearheaded end-to-end quality assurance strategy across customerservice operations, ensuring compliance with SLAs and process standards.•Designed and executed training programs for new and existing staff, improving first-contact resolution and customer satisfaction.•Led a team of quality analysts and trainers, driving performance through regular coaching, audits, and knowledge updates.•Conducted root cause analysis on customer complaints and ticket errors, leading to process refinements and 20% reduction in repeat contacts.•Built and implemented QA frameworks, calibration mechanisms,and feedback loops aligned with global quality benchmarks.•Partnered with operations and product teams to roll out CRM enhancements, streamlining ticket flow and agent response time.•Created customized training content on refunds, disputes, CRM handling (e.g, Zendesk/Zoho,), and travel-specific scenarios.•Oversaw performance metrics (CSAT, AHT, QA scores) to track improvement areas and reward top-performing staff.•Managed change initiatives during CRM migrations or policy updates, ensuring team readiness and minimal service disruption.•Played a key role in audit preparedness and compliancedocumentation for internal and client-side assessments.

Education

• Delhi University

  Bachelor of Arts - BA

  2020 — 2023