KALPESH CHAUDHARY

• Provide oversight on mandated compliance training programs to ensure the programs are delivered in coordination with established standards and procedures ensuring appropriate measurement, tracking and reporting
• Assess, evaluate and monitor all BO training programs in coordination with service partner training representatives ensuring the effectiveness of each program
• Successful implementation of new initiatives / innovations based on observations & their improvement trend on the identified Opportunity Areas
• Develop and maintain strong partnership with internal customers and service partners. Ensure Training department provides superior training to facilitate excellent customer service through understanding customer needs, measuring customer satisfaction and facilitating appropriate change.
• Designing testing and certification framework and driving the same across the LOBs
• Developed and implemented comprehensive training programs to enhance employee skill sets and performance.
• Analyzed training needs assessments to align programs with organizational objectives and workforce capabilities.
• Led cross-functional teams to drive initiatives that improved training delivery and engagement.
• Spearheaded the adoption of digital tools for training management, increasing accessibility and efficiency in learning processes.
• Developed custom e-learning modules for remote employees, expanding access to valuable professional development resources.
• Collaborated with department leaders to identify skill gaps and develop targeted training initiatives.
• Communicated all learning and performance objectives, schedules, and training assessments to upper management.
• Collaborated with other departments to align training programs with organizational goals and objectives.
• Organized and edited training manuals, multimedia visual aids, and other educational materials

Achievements:-

• Improved the NPS performance for Nesting and 0-60 days Associates from 53 to 78 and consistent from last 6 months.
• Instrumental in improving the ROI from 34% to 52% with the help of training strategies and Skill-Gap training.
• Reduce the Learning curve for New hires by almost 15% ensuring that Quality compliance is met as per the SLAs.
• Increased the monthly Learning hours by implementing weekly skill gap training resulted in improved performance & Faster delivery in Operational matrices.

• Managed Training & Quality process drive for 5 locations for Flipkart account and supported to multiple line of business within Flipkart account
• Managed KPIs by defining balanced KRAs to Quality Team for maximum output in performance
• Conducted business meeting & reviews from base site (Pune) to represent performance & analytics for all 5 locations
• Managed client for all aspects in performance insight, RCAs, benchmarking & base lining activities
• Analyzed business impact & risk monitoring on changes in existing business to stakeholders
• Acquiring key qualitative KPIs, & preventive actions to reduce process penalties
• Commenced people learning & development activities to create talent pool (IDP)
• Succession plan creation for existing talent pool and motivating them for their vertical growth
• Implementing step wise hygiene check mechanism on close looping process as a preventive measure
• Delivering real-time support on critical client escalations and supported ops with adequate knowledge sharing
• Implementing product & process related calibration, client expectation and implementation
• Monitoring people certification & calibration for adequate manpower delivery to project
• Client Handled: Flipkart & Zomato
• Team Size: 3 Quality Supervisor, 18 QAs & 8 Trainer

Achievements:-

• Worked along with the operation team to maintain the Compliance metrics SLAs and achieved all SLA's consistently with >98% accuracy.
• Handled L-1 business for Flipkart, Instrumental in driving the key client metrics and achieving the Process SLA's consistently for the locations handled
• In Zomato Account, through various initiatives driven the SLA metrics and turned Crit-sit process into the most improving sites. Improved the 15%(Vbad) metrics from 9% to 5.5% and improved the 5%(Excellent) from 48% to 73%.
• In Zomato Account, Improved the efficiency and effectiveness for NHT's in their 0-30 phase while achieving the client mandate tollgates resulted into the consistent performance of overall account.

• Designing training plan & modules and executing the training programs
• Maintaining updated data curriculum and training records
• Effectively delivering classroom training and on job training
• Assisting periodic process refreshers by identifying the critical TNA for bottom quartile associates
• Developing individual competencies for improving work efficiency
• Providing knowledge sharing and content development for the process
• Identifying process gaps and sketch improvement plans through smooth coordination with Operation team
• Commencing people learning & development activities to create talent pool within organization
• Acquiring key qualitative KPIs, & preventive actions to reduce process penalties
• Supervising process knowledge, updating dissemination & NPI activities
• Initiating performance improvement programs, TNI, BQ & consequence management
• Preparing various types of reports such as DQR, NC Tracker & POA, Calibration Reports, TNI, Error analysis, BQ reports and MBR deck
• Client Handled: HFCL Ltd, Bajaj Insurance Ltd. and Star Health Ltd.
• Team Size: 3 QA & 3 Trainer

Achievements:-

• Worked along with operation team to penetrate digital payment across customer and enhance performance from 15% to 35% with resolution of 95%
• Directly driven penalty collection across call center and increased penalty collection from 4% to 11%

• Headed 3 Circles of Vodafone Prepaid including all 2 zones and supported to new business transition for postpaid from quality front
• Managed KPIs by defining balanced KRAs to Quality Team for maximum output in performance
• Steered responsibilities of qualitative delivery in all circles with closed follow-ups on performances
• Conducted business meeting & reviews at Noida site to represent performance & analytics
• Managed client for all aspects in performance insight, RCAs, benchmarking & base lining activities
• Analyzed business impact & risk monitoring on changes in existing business to stakeholders
• Commenced people learning & development activities to create talent pool (BOLD,BQA)
• Client Handled: Vodafone Idea Ltd. IBCC
• Team Size: 11 QAs with 1 Quality Supervisors (QTL)

Achievements:-

• Performed as a part of an Operation Team during transition phase of certain LOBs & setup operational KPIs in new projects
• Front-led the transition operations right from scratch including process stabilization, performance monitoring, key metrics development, resource deployment & stakeholder reporting

• Planned and executed service delivery process audits as per frequency defined by corporate
• Recognized high impact processes which are not yet documented by Corp Team and planned circle audits for such processes to identify areas of improvement
• Identified areas of opportunity for process automation and highlighted the to process owner and automation SPOC
• Completed CAF audit in CAF audit tool and ensured data and regular calibration with CAF Audit Agency for Prepaid & Postpaid CAF. Validation of CAF, Starter Kit (jacket and consumer charter) and BPEF
• Launched TTT and implemented process in circle without any deviations
• Ensured:
• Compliance against Laid down ISO Norms to maintain sustenance of the ISO Certification (ISO 9001:2008) ongoing basis for all SD Process
• ID management & reconciliation activity for Entire Circle. Led circle level UAT related to CRM for any new updates / development
• Successful implementation of new initiatives / innovations based on observations & post implementation, the improvement trend on the identified Opportunity Areas
• Coordinated with Corporate Project Team for circle level operational requirement
• Reviewed Quality for Prepaid, Post-paid, Outbound, RHD Desk and Complaint Close Looping
• Executed:
• Call Calibrations with Outsourced Partner to get in sync with the set of quality parameters of idea
• Process Calibrations with Outsourced Partner to check the adherence of the core process followed in Call Center; led analysis and corrective actions on wrong complaints raised by OSCC
• Reviewed sale calls for outbound to ensure that product activation to customer post explicit consent from customer
• Managed partners across 4 call centers and multiple vendors
• Client Handled: Idea Cellular Ltd., Gujarat Circle

• Client Handled: Reliance DTH, IBCC

• Client Handled: Idea Cellular Ltd., Mumbai IBCC

• Client Handled: Loop Mobile, Mumbai Circle
• Team Size: 78
• Growth Path:
• Executive 2007-2008
• Sr. Executive-Quality 2008-2009
• Quality Specialist 2009-2010

• Client Handled: Idea Cellular Ltd; Gujarat Circle