Komal T Singh

About Komal T Singh

I am a Quality Assurance and Voice of Customer (VOC) professional with 10+ years of experience across Adobe, Dell, and Citibank US operations, specialising in SLA optimisation, quality governance, and customer experience improvement.At Adobe, I work closely with product, engineering, and support teams to translate customer feedback into operational and product improvements. My work focuses on identifying systemic issues, strengthening quality frameworks, and enabling data-driven decision-making.My work focuses on: Launching and scaling new digital support channels – including Adobe Care on Instagram and Threads Managing high-impact and executive escalations across global social platforms Turning VOC signals into actionable product and business decisions Optimising Sprinklr ecosystems for scalable and insight-led operations Driving response quality through structured governance for internal and BPO teams Hiring, mentoring, and enabling high-performing teamsI’m passionate about building customer-led experiences, strengthening cross-functional alignment, and ensuring that customer pain points directly influence roadmap and strategy.My earlier experience in technical sales and US banking support gives me a strong foundation in revenue, compliance, and end-to-end customer lifecycle management. “Let’s Adobe Together – Raise the Bar” Award Multiple CX & Quality Excellence AwardsMy expertise includes Quality Assurance, Root Cause Analysis, VOC analytics, escalation management, automation optimisation, and cross-functional collaboration.I am particularly interested in roles that focus on quality governance, customer experience optimisation, and VOC-driven product improvement.Let’s connect if you’re building insight-driven, customer-first experiences.

Experience

1. Social and Engagement Strategist

   Adobe

   May 2023 — Present · Noida, IN

   Contributed to the launch of Adobe Care support on Instagram and Threads, helping define workflows and escalation models while owning growth and engagement tracking for the new channels.Manage high-impact and executive customer escalations across global social platforms, ensuring timely resolution and strong customer advocacyLead App Store response quality governance for internal teams and BPO partnersPublish VOC insights highlighting trends, emerging risks, and product opportunities, influencing prioritisation and roadmap discussionsOptimise Sprinklr dashboards, automation, and operational workflows for scalable social careHire, onboard, and mentor new team members through structured readiness and KPI programsDrive cross-functional alignment by surfacing systemic gaps, customer risks, and business-critical issues