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o    Gamming
o    E Commerce

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Tools Used- Speech Designer, Histogram, Control Impact Matrix, Power Bi

Actions Taken- Regular monitoring of the Category by the QA Team, Immediate feedback on all missed cases, Implemented Team/Span Competency Matrix, PIP Plan Implemented, Refresher Training/Test scheduled bi-weekly

Benefits To Company- Yearly savings $29k from penalties

•    Escalation Protocol (Presidential Cases)

Tools Used- Speech Designer, Histogram, Control Impact Matrix, Power Bi

Actions Taken- Regular monitoring of the Category by the Speech Team along with required action. Immediate feedback on all missed cases, Implemented Team/Span Competency Matrix, PIP Plan Implemented, Refresher Training/Test scheduled bi-weekly

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