CHANDRIMA CHAKRABORTY
Navi Mumbai
Summary
Results-driven Training and Quality Manager with a proven track record in designing, implementing, and optimizing learning programs while ensuring quality standards. Skilled in curriculum development, training delivery, and performance coaching to enhance employee capabilities. Experienced in quality assurance, process improvement, and compliance monitoring to drive operational excellence. Adept at leveraging LMS platforms, conducting audits, analyzing performance metrics, and implementing corrective actions. Strong stakeholder collaboration skills to align training and quality initiatives with business objectives for continuous improvement and efficiency
Overview
1824
1824
years of professional experience
8
8
years of post-secondary education
1
1
Certification
Work History
Training & Quality Manager
Accenture
Navi Mumbai
10.2021 - Current
- Currently managing Training & Quality for Accenture - META, overseeing 34 programs with 17 Trainers, 4 QTLs and 63 QA's
- Provided coaching and mentoring to new trainers, sharing best practices and promoting excellence in training delivery.
- Collaborated with senior management to align training strategies with organizational goals and objectives
- Drive projects such as gamification, storyboard, and ideation to recommend process improvements
- Analyzed feedback from training participants to make data-driven improvements to future training sessions
- Liaised with clients to discuss project scope, content brief and brand guidelines for each project to increase client satisfaction.
- Promoted continuous improvement within the organization by conducting regular assessments of current practices, identifying areas for growth or modification
- Fostered a culture of learning within the organization by emphasizing the importance of continuous professional development and growth opportunities
- Ensured consistent training quality across multiple locations through regular evaluations and feedback sessions
- Reduced training time by streamlining onboarding processes and materials
- Optimized resource allocation through strategic planning and analysis, reducing operational costs associated with employee training efforts
- Designed and developed client-specific content on RISE and LCMS platforms to enhance learning experiences
- Managed curriculum maintenance, ensuring timely updates and alignment with training requirements
- Evaluate the effectiveness of quality metrics, ensuring deliverables meet contractual requirements
- Managed root cause analysis investigations, determining underlying issues and implementing corrective actions as necessary
Training & Quality Manager
ICICI Lombard
Navi Mumbai
01.2020 - 10.2021
- Managed Training & Quality for ICICI Lombard, overseeing 3 verticals with 4 Trainers and 8 Auditors
- Developed training materials and curriculum for product, sales, and customer service
- Conducted preventive and corrective actions and root cause analysis for escalated cases
- Collaborated with business leaders to develop training programs as per requirements
- Introduced role-play exercises simulating real-world customer interactions during trainings; improving practical application abilities among participants
- Utilized data-driven insights to inform decisions regarding future training curriculum and modules
Training & Quality Manager
WNS Global Services
Navi Mumbai
02.2016 - 10.2018
- Managed training and qualitative aspects for new hires and existing team members
- Oversaw classroom training, performance assessments, and created training programs
- Conducted audits, quality assessments, and regular calibration sessions
- Developed improvement plans based on performance data and root cause analysis
- Qualitative Aspect: -Ensuring that New Hire audits in Nesting are evaluated as per the agreed framework for calls & Email
- Track on daily audits by QA and team leaders for meeting the mandated weekly numbers
- Track closure of feedback on calls evaluated within 24 hours
- Participated in Client call Calibrations
- Undertake weekly RCA's basis the internal audits done using 5 Y Analysis and suggesting POA
- Analysis done basis seller feedback (EDR & PRR) to improve seller service performance and creating improvement plans in discussion with all stakeholders
- Undertaking Coaching and Feedback basis the call listening done
- MIS & Governance: -Publish weekly reports for training and quality
- Create WBR and MBR documents for client review
- Fortnightly review with the trainers to track and improve performance
- Super Audit of calls evaluated to ensure accuracy and calibration
- Random supervision of feedback shared by QA to ensure and improve the quality of feedbacks.
Process Trainer
Serco Global Services
Navi Mumbai
12.2014 - 02.2016
- Conducted product and process training for new hires and on-floor associates
- Created training modules and SOPs as per requirements
- Awarded Best Trainer for two consecutive quarters
- Monitored calls during nesting phases and provided timely feedback.
Process Trainer
Rudraa B2B Solution Pvt. Ltd
Navi Mumbai
03.2013 - 11.2014
- Process dealt with mortgage servicing, processing, QA/QC, Analytics
- Conducted quality assessments, client calibrations, and process level analysis
- Trained and mentored a team of new trainees
- Conducted VNA training and process improvements.
TSO & SME
Convergys India
Navi Mumbai
06.2012 - 01.2013
- Monitored, coached, and provided feedback to support professionals in an inbound voice process
- Conducted regular calibration sessions for quality evaluations
- Analysed data and suggested corrective actions.
Training & Quality Manager
WNS Global Services
Navi Mumbai
11.201 - 01.202
- Managed training and quality for the EU region, supervising 4 Trainers and 6 QA staff
- Conducted weekly RCA's and client presentations on quality performance
- Validated AOA audits and ensured real-time coaching and feedback
- Have core knowledge on GDS-Amadeus and Sabre
Education
Bachelor of Engineering - Electronics
Mumbai University, Ramrao Adik Institute of Technology
Navi Mumbai 05.2007 - 01.2014
MBA - HR Management
IMT Ghaziabad
Delhi-NCR 03.2024 - 09.2025
Skills
Opportunities identification and creation
Certification
Conquest Training (Based on SLA's and client Metrics)
Leadership Skills
Sales Training
Train the Trainer (TTT)
Interests
Areas of Interest: , Reading, Travelling and Music, Interests
- , Reading, Travelling, and Music
Languages
Timeline
MBA - HR Management
IMT Ghaziabad
03.2024 - 09.2025
Training & Quality Manager
Accenture
10.2021 - Current
Training & Quality Manager
ICICI Lombard
01.2020 - 10.2021
Training & Quality Manager
WNS Global Services
02.2016 - 10.2018
Process Trainer
Serco Global Services
12.2014 - 02.2016
Process Trainer
Rudraa B2B Solution Pvt. Ltd
03.2013 - 11.2014
TSO & SME
Convergys India
06.2012 - 01.2013
Bachelor of Engineering - Electronics
Mumbai University, Ramrao Adik Institute of Technology
05.2007 - 01.2014
Training & Quality Manager
WNS Global Services
11.201 - 01.202
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