Ashish Wadhwa

• Heading Training & Quality for diverse accounts across multiple locations.
• Conduct diagnostic studies on the key business processes and implement a process excellence framework in line with the business objectives
• Identify opportunities for process improvements based on quality data and client feedback. Work with operational teams to implement changes that enhance service quality.
• Ensure functional requirements for Internal & External Audits are met from Product/Process standpoint
• Derive factors acting as a roadblock to Training & Quality Delivery, backed by designing & implementation of appropriate action plans.
• Establish standards governing customer interactions and implements monitoring programs.
• Identify projects to improve training effectiveness for new hires impacting throughout, attrition & other key deliverables
• Develop risk management controls and systems.
• Design overall framework of learning development for associates across locations. Ability to lead a team, coordinate with other locations, and drive standardized practices
• Ensure consistency in training content effectiveness by defining and operationalizing a content evaluation framework for programs.
• Ensure that all operations adhere to relevant compliance regulations, industry standards, and client-specific requirements

• Head of Training for multiple across Pan India.
• Create and implement governance and training roadmaps for New Hires onboarding & upskilling existing associates/Support team
• Achieved operational excellence by streamlining processes and implementing best practices
• Help drive strategic initiatives, programs, and critical priorities for process
• Drive consistency & best practice sharing of standard Training practices across domains and LOBs aligned
• Work in tandem with Account Head Operations Lead and peers to identify and address performance and developmental opportunities
• Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures
• Spearhead training initiatives using contemporary principles and assessment methodology which are aligned with company and customer standard

• Hold overall responsibility for managing learning & development function of multiple lobs for leading E-Commerce & Travel accounts
• Ensure superior delivery of services to businesses within the framework of SLAs and Pre - Set targets
• Establish, implement and monitor all performance metrics of learning & development
• Determining employees' training needs (TNA) and executing sessions to ensure their competencies align with company's needs
• Ensure a robust measurement process is in place to gauge effectiveness of NHT programs; take suitable actions to make training more effective
• Strategizing and planning new training interventions to drive process improvement
• Employ project management skills and tools to manage multiple projects from analysis through delivery concurrently
• Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
• Achieved greater efficiency in the delivery of training programs by leveraging technology and digital tools for content creation, learning management, and reporting

• Managing Training for entire telecom Account (Inbound and Outbound) in Pan India
• Managing teams of trainers, training leads responsible for Training/OJT/mentoring and coaching for new hires
• Ensure Training delivery is in line with company service training norms
• Develop and implement methods of evaluating effectiveness of training delivery and modify program based on feedback received
• Develop training strategies and plans to identify and leverage new productivity gains and improve call quality, performance, and customer satisfaction
• Establish, implement and monitor all appropriate performance metrics for learning and development
• Ensuring adequate training resource and infrastructure is deployed to enable effective training delivery.

• Managing teams of Trainers, Training leads responsible for Training / OJT / mentoring and coaching for New Hires
• Ensure Training delivery is in line with Company's service training norms
• Analyze monthly/quarterly data and prepare an action plan to improve training delivery to meet client specifications/requirements
• Develop an ongoing Train the Trainer in-house program for dedicated and supplemental Trainers
• Monitoring performance by gathering relevant data and producing statistical reports
• Conduct training follow up session and measure effectiveness of training and TNI programs
• Ensuring accurate, timely, and efficient analysis of all reports about training.

• Manage National norms on Training Management and monitor adherence to Training and Quality as per Airtel Guidelines
• Ensure all processes/projects related to the training function are implemented on the production floor
• Maintenance of local content, question banks, assessments, and learner data
• Audit the New Hire and Refresher Training Process
• Ensuring that the partner training team is meeting the Company's Service Training norms
• Evaluating the effectiveness of training programs b constantly developing & implementing pre and post-assessment tools.

• Conduct a new hire training program for all associates joining the leading telecom process
• Created unique materials to support training programs.
• Plan and prepare Annual and Monthly Training Calendars
• Design and develop training modules
• Create Training reports and maintain feedback records

· Designated as Training Specialist from January 07 till August 08

· Part of Customer Care Dispatch team from January 06 till December 06

· Conducted New Hire Training programs and Refresher Training

· Measure training effectiveness for all training programs conducted

· Facilitating the Development of Training Modules.

Taking part in the various calibrations for process and training

• Handling billing inquiries for AT&T (Customer Sales & Services Center)
• Handling Second level escalations.
• Resolution of customer complaints effectively
• Responsible for retention of existing customers
• Manage daily operational and service aspects of team