Rashmitha Jain
Assistant Manager - Quality and Training
Bengaluru
Summary
Results-driven leader with 6 years of experience in customer support, quality assurance, and training management. Known for building high-performing teams, optimizing processes, and delivering impactful training programs that drive excellence. Skilled at leveraging data insights to enhance quality metrics, boost agent performance, and foster continuous growth. A passionate mentor and strategic thinker, committed to empowering teams, elevating customer satisfaction, and delivering measurable business outcomes. Seeking a Assistant Manager/Manager role to contribute visionary leadership and operational expertise.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Assistant Manager - Quality and Training
Groww
02.2020 - 12.2024
- Leadership & Team Management: Successfully led and developed a cross-functional team of 12 across multiple locations (Bangalore, Mumbai, Jaipur), fostering a culture of excellence and continuous growth.
- Training Strategy & Delivery: Designed and executed comprehensive training programs for 500+ agents, leveraging LMS tools, interactive learning methods, and real-time feedback to enhance knowledge retention and agent readiness.
- Quality Assurance & Auditing: Developed and implemented customized quality monitoring sheets and audit schedules, achieving 95%+ accuracy across multiple LOBs and driving sustained quality improvements.
- Performance Optimization: Conducted in-depth performance audits and regular 1:1 coaching sessions, resulting in a 30% uplift in underperforming agents' KPIs within six months.
- Process Improvement & Innovation: Streamlined quality assessment processes through data-driven frameworks, reducing error rates by 20% and aligning quality objectives with overall business goals.
- Cross-Functional Collaboration: Collaborated with senior management, product teams, and customer success leaders to bridge training gaps, refine workflows, and enhance service delivery.
- Recognition & Impact: Earned multiple awards and incentives for consistently driving measurable improvements in training effectiveness, quality metrics, and overall team productivity.
Customer Support Executive
Conneqt Business Solutions
10.2018 - 10.2019
- Customer Support Excellence: Delivered prompt, high-quality support, handling 100+ daily customer queries with a 95% CSAT score.
- Escalation & Crisis Management: Managed high-pressure escalations, resolving complex issues with speed and accuracy to ensure customer satisfaction and retention.
- Process Adherence & Compliance: Navigated complex banking procedures and financial regulations, ensuring strict compliance while delivering exceptional customer experiences.
- Training & Onboarding: Assisted in onboarding and mentoring new team members, sharing best practices to help them adapt and succeed.
- Performance Monitoring & Feedback: Monitored call quality, provided constructive feedback, and contributed to refining processes to enhance service delivery.
- Cross-Functional Coordination: Collaborated with internal teams and bank representatives to streamline issue resolution and improve customer outcomes.
Education
Bachelor's of Commerce - Accounting And Finance
Bangalore University
Bengaluru, India 04.2001 -
Skills
Team Leadership & People Management
Quality Assurance & Compliance Auditing
Training Design, Delivery & Facilitation
Performance Management & KPI Optimization
Process Improvement & Workflow Optimization
Quality Monitoring & Feedback Systems
Learning Management Systems (LMS) Administration
CRM Tools (Freshdesk, CS Portal)
Data-Driven Insights & Performance Analysis
Stakeholder Collaboration & Executive Reporting
Continuous Learning & Upskilling Programs
Training Needs Assessment & Gap Analysis
Employee Development & Career Progression
Conflict Resolution & Team Mediation
Change Management & Process Adaptability
Strategic Planning & Goal Alignment
Coaching & Mentorship for High-Performance Teams
Operations management
Certification
NISM-Series-V-A: Mutual Fund Distributors Certification (2024)
Timeline
NISM-Series-V-A: Mutual Fund Distributors Certification (2024)
10-2024
Assistant Manager - Quality and Training
Groww
02.2020 - 12.2024
Customer Support Executive
Conneqt Business Solutions
10.2018 - 10.2019
Bachelor's of Commerce - Accounting And Finance
Bangalore University
04.2001 -