Sushil Chaudhari
COPC-Certified Customer Experience & Quality Assurance Leader | Global Quality Leadership Team Member | NPS & CSAT Expert
- Role
- Quality Manager at TTEC
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Sushil Chaudhari
Accomplished Quality Management professional with 20+ years of experience in telecom…
Experience
Quality Manager
Aug 2023 — Present · Mumbai, IN
Leading and developing a high-performing team of 9–10 quality analysts, fostering a culture of continuous improvement and exceeding organizational quality benchmarks.*Designing and executing comprehensive QA roadmaps across multi-brand operations, aligning quality initiatives with evolving business goals.*Implementing AI-driven quality management tools to assess customer sentiment and generateactionable insights to enhance customer experience.*Streamlining end-to-end quality audit processes for voice and non-voice channels to improve sampling precision and audit consistency.*Partnering cross-functionally with support, product, and training teams to resolve systemic customer pain points and drive improvements in service delivery.*Leveraging Voice of the Customer (VOC) and sentiment analysis to inform strategic decisions and contribute to product and process optimization.*Utilizing advanced Excel skills for data analysis and reporting, enabling data-driven decisions through dashboards and pivot tables.
Education
Kendriya Vidyalaya
HSC, Science
1999 — 2001
Savitribai Phule Pune University
B.Sc., Physics
2001 — 2004
Pune University
Bachelor of Science - BS, Physics Communication Electronics
2004
Symbiosis Institute of Management Studies
PGDBA, Finance
2008 — 2010
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