ABIGALE FIONA TIEWLA
Kolkata
Summary
Training & Quality Manager leads training needs analysis, program design, and delivery of 21+ training sessions per month across new hire, employee, and leadership audiences. Builds learning materials, e-learning modules, and facilitator guides while overseeing training evaluation, quality audits, and corrective actions that improve performance and compliance. Partners with stakeholders to align learning and quality standards with business goals and operational metrics.
Overview
3
3
Languages
8
8
Certifications
11
11
years of professional experience
Work History
Training & Quality Manager
HDFC Bank Limited, Kolkata
Kolkata
06.2024 - Current
- Training Management: Develop, implement, and manage training programs aligned with business goals and performance needs. Conduct a training needs analysis to identify skill gaps and learning priorities. Create engaging learning materials, e-learning modules, and facilitator guides. Oversee end-to-end training cycle: planning, scheduling, delivery, and evaluation. Facilitate training sessions for new hires, existing employees, and leadership teams. Track training effectiveness using post-training evaluations, assessments, and on-the-job performance metrics.
- Quality Management: Establish and monitor quality assurance processes, standards, and performance metrics. Conduct regular audits, process reviews, and quality checks to ensure compliance. Identify performance gaps and recommend corrective actions. Partner with stakeholders to design and implement quality improvement initiatives. Ensure alignment with industry regulations, company policies, and client expectations.
Universal Trainer
24/7.ai, Shillong
Shillong
07.2021 - 04.2021
- Conduct new hire training for voice, chat, email, and back-office processes. Facilitate product, process, and systems training across multiple accounts. Deliver soft skills, communication, and customer service training tailored to client requirements. Conduct upskilling and cross-training sessions for existing employees.
- Customize training materials to meet process and client-specific needs. Maintain updated training decks, SOPs, and reference guides. Prepare training schedules, assessments, and certification criteria.
Senior Executive
Vodafone Shares Services, Pune
Pune
07.2017 - 09.2019
- Investigate and resolve customer complaints, billing queries, network issues, and service requests. Escalate complex cases to the relevant department while ensuring timely follow-up. Maintain a high first-contact resolution rate to improve customer satisfaction.
Customer Service Executive
Credence Resource Management, Pune
Pune
06.2016 - 06.2017
- Contacted customers to recover overdue payments. Negotiated repayment plans and settlements while adhering to company policies. Monitored promises to pay (PTPs) and ensured timely follow-up. Maintained accurate records in CRM and generated recovery reports. Ensured compliance with legal and regulatory guidelines during collections.
Associate-Ops
WNS Global Services Limited Pvt, Pune
Pune
07.2015 - 02.2016
- Responded promptly to customer inquiries via phone, email, and chat, ensuring high customer satisfaction. Assisted clients with booking confirmations, travel itineraries, and payment processes, enhancing overall client experience. Provided accurate information on destinations, packages, travel requirements, and company policies, facilitating informed client decisions.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
Education
12th Standard -
St.Mary's Higher Secondary School
Shillong 08-2026
10th Standard -
St.Mary's Higher Secondary School
Shillong 08-2026
Bachelor of Social Legal and LLB -
Singhad Law College
Pune01-2019
Skills
Microsoft Office Suite
Learning management systems
Training needs analysis
Instructional design
Learning program evaluation
Data analysis and reporting
Time and project management
Quality assurance audits
Root cause analysis
Process improvement
Facilitator guides
Curriculum development
Assessment design
Learning analytics
SOP development
Process mapping
Audit planning
Corrective action tracking
Quality standards documentation
Six Sigma Green Belt
Certification
Critical Thinking with Emotional Intelligence - Mar 2024
Interests
Reading, Writing, Public Speaking, Learning Languages, Cooking, Traveling
Accomplishments
Employee of the year Award in 2022
Recognition Award in Innovation in 2026
Timeline
Training & Quality Manager
HDFC Bank Limited, Kolkata
06.2024 - Current
Universal Trainer
24/7.ai, Shillong
07.2021 - 04.2021
Senior Executive
Vodafone Shares Services, Pune
07.2017 - 09.2019
Customer Service Executive
Credence Resource Management, Pune
06.2016 - 06.2017
Associate-Ops
WNS Global Services Limited Pvt, Pune
07.2015 - 02.2016
12th Standard -
St.Mary's Higher Secondary School
10th Standard -
St.Mary's Higher Secondary School
Bachelor of Social Legal and LLB -
Singhad Law College