Vishal Barpete

WORK HISTORY

EDUCATION

ABOUT VISHAL BARPETE

Joined Palmonas during a high-growth phase where no formal Quality framework existed and led the complete setup and scaling of the Quality function from scratch across Voice, Email, and Social channels within a BPO-style CX and e-commerce environment. Designed and governed multi-channel QA scorecards, quality governance frameworks, SOPs, and a centralized Knowledge Base to ensure compliance, consistency, and brand-aligned customer experience. Built auditing tools, MIS dashboards, and performance reporting mechanisms, driving data-backed insights, RCA, and continuous improvement initiatives. Led calibration, audit feedback, coaching, and soft-skill training programs, significantly strengthening agent communication, CX delivery, and quality scores. Partnered closely with Operations, Training, and Leadership teams to improve CSAT, reduce TAT, and optimize workflows through standardized email macros and process enhancements. Owned new-joiner quality onboarding, training, and OJT programs, enabling faster ramp-up and early performance stabilization. Acted as a strategic Quality leader, influencing CX strategy, risk mitigation, and scalable quality processes aligned with QA Manager–level responsibilities in dynamic startup and e-commerce ecosystems.