Bhabani Sankar Mishra

Led and coached a quality team for multi-account service delivery, ensuring quality reviews and audits were completed accurately and on time per documented procedures and ISO 9001:2015. Drove calibration sessions across Operations, Quality, and Training and handled escalated cases with audit decision guidance. Analyzed audit findings to identify process gaps, supported structured RCA and CAPA, and delivered reporting via Excel and Power BI while improving operational efficiency and reducing defects.

Audited performance against documented procedures, tracked quality metrics, and drove corrective actions (CAPA) to closure across voice and chat workflows. Participated in calibration and governance discussions and created Excel KPI dashboards for leadership review. Mentored team members on quality standards and structured problem solving while maintaining SOPs aligned with ISO 9001:2015.

Conducted quality reviews across delivery channels and identified recurring process issues to support data-backed improvements for leadership. Acted as a subject matter expert for user access management governance and supported audit documentation and compliance monitoring. Contributed to continuous improvement by highlighting risks and recommended corrective actions based on observed patterns.