Banking & Financial Services · Managed Services
Card Disputes Hub with Outcome SLAs
Built an outcome-based disputes desk with AQL QA and evidence packs, improving win-rate and TAT during seasonal spikes.
- Outcome SLAs on TAT and documentation quality
- Evidence tiles mapped to Reg E/Z definitions
- Calibration and dual-review for high-risk
Win-rate +9.4 ptsMedian TAT -31%Rework -42%
Read MoreRetail & eCommerce · Staffing
BFCM CX Surge Coverage & Macros
Coverage grid for Black Friday/Cyber Monday with tuned macros, reducing first response and improving CSAT.
- Chat/email macros & knowledge refresh
- Surge buffers sized by forecast error
- QA sampling with promo-specific defect classes
First response < 10m (chat/email)ASA < 60s (voice) during peaksCSAT +8 pts
Read MoreTelecom, Media & Streaming · Hybrid
Activation Jeopardy Order Playbook
Provisioning desk with jeopardy order lanes and field coordination; dashboards exposed activation lead time.
- Exception lanes with root-cause Pareto
- Dispatch confirmation macro & pre-checks
- Evidence-linked QA for order amendments
Activation lead time -28%Repeat truck rolls -17%Jeopardy recovery +22%
Read MorePharma & Life Sciences · Managed Services
eTMF QC & Inspection Readiness
Last-mile document hunts and QC for eTMF with calibrated defect classes; inspection readiness improved.
- Completeness checklist gates
- Defect class calibration with sponsor
- Evidence chain and version control
eTMF completeness +12 ptsQC hit rate +18 ptsInspection findings -35%
Read MoreEnergy & Utilities · Staffing
Outage Communications Desk
Outage-mode macros, ETA messaging, and callback discipline during storms; adherence and CSAT stabilized.
- Storm-mode playbooks & QA variant
- Callback suppression/deflection logic
- Coverage/adherence dashboards
ASA < 60s during eventsCallback rate -22%CSAT +6 pts
Read MoreManufacturing · Consulting
Manufacturing Quality Escape Reduction
Diagnostics on sampling and checklists, then pilot QA redesign; escapes and rework materially reduced.
- AQL realignment and reviewer scorecards
- Defect taxonomy and drift checks
- Change control for SOPs/training
Escapes -41%Rework -27%Time-to-detect -19%
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