Poyni Desai
Quality Assurance Lead Process Optimization & Customer Experience @VOSKER
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WORK HISTORY
Quality Assurance Lead Process Optimization & Customer Experience @VOSKER
Montreal, QC, CA
Own and lead global performance, quality, and customer satisfaction strategy at scale, supporting 300+ customer-facing advisors across 5 international markets (North America, Philippines, Tunisia, Morocco, Egypt) to drive brand consistency, customer experience, and operational excellence. • Partner with senior leadership and cross-functional teams (operations, marketing, product) to define and implement enterprise-wide standards, ensuring consistent execution and customer experience.• Build and launch structured coaching, training, and competency development programs aligned with long-term business and growth objectives, strengthening workforce readiness and performance outcomes.• Led cross-functional, end-to-end program delivery for global process optimization initiatives, owning planning, timelines, dependencies, and stakeholder alignment, resulting in a 20% reduction in operational lag and increased productivity.• Designed and launched a cross-regional performance reporting mechanism, translating operational and customer data into executive-ready insights and narratives to support prioritization and strategic planning.
EDUCATION
Concordia University
Graduate Diploma in Business Administration
Shanghai Singapore International School
International Baccalaureate Middle Years Programme
PROMIS Immigration
Francisation
City University of Hong Kong
Bachelor of Business Administration - BBA, Information Management
Montreal College of Information Technology
Specialization, Business Intelligence and Data Visualization Analyst
Shanghai Singapore International School
International Baccalaureate Diploma Programme
ABOUT POYNI DESAI
Operations & Process Excellence Leader | Driving 20%+ Performance Gains Through Data-Driven Transformation | Global Team LeadershipResults-driven operations strategist with 5+ years scaling process improvements and leading high-impact initiatives across 6-country, 300+ person distributed organizations. I turn operational complexity into competitive advantage—identifying bottlenecks, designing scalable solutions, and delivering measurable business outcomes through the strategic intersection of analytics, process design, and people leadership.Proven Impact- Eliminated operational lag through end-to-end process redesign and workflow reengineeringElevated SLA performance by 20% via root cause diagnostics, business process audits, and precision interventions- Architected cross-regional performance monitoring systems enabling real-time executive decision-making- Led geographically distributed teams of 35+ while maintaining operational excellence across North America, Philippines, Tunisia, Morocco, and Egypt- Spearheaded performance improvement programs touching 300+ team members across multiple time zonesCore Expertise:Business Process Optimization | Data Analysis & Insights | Performance Management | Change Leadership | Cross-Functional Collaboration | Global Team Development | KPI Frameworks | Project ExecutionWhat Drives Me:Transforming \"this is how we\'ve always done it\" into sustainable competitive advantages. I\'m energized by untangling complex operational challenges, building systems that scale, and developing teams that consistently exceed targets while maintaining work-life balance.Currently Seeking: Operations Management, Business Analysis, or Implementation Leadership roles where analytical rigor meets strategic execution to drive organizational transformation.
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