Karan Sharma
Team Lead - Training & Quality Assurance
Kailash Puram, Govind Puram,Ghaziabad
Summary
- Team Leader with over 6 years of successful experience in Training and Quality. Recognized consistently for performance excellence and contributions to success in the process.
- Organized Team Leader with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor
- Enthusiastic, eager to contribute to team success through hard work, attention to detail and excellent organizational skills
- Clear understanding of Training and Quality for both Sales & Post Sales
- Over 6 years of comprehensive experience evenly spread in Training & Quality (Inbound, Outbound, Email & Chat) for Sales & Post Sales
- Responsible for guiding a group of Quality Analysts & Trainers to ensure the completion of projects assigned to them
- Working in liaison with operations to ensure the customer satisfaction and desired outcomes
Overview
5
5
years of post-secondary education
6
6
years of professional experience
Work History
Team Leader - Quality
Paytm Insurance Broking Pvt. Ltd
Gurgaon, Haryana
09.2020 - Current
- Handling a team of Sales & Quality Coaches and Compliance Evaluators.
- Responsible to prepare all the quality reports
- Accountable to ensure that all the tasks given to the QAs are being done within the desired time limit
- Intervention in NHT batches (Mock call sessions, Quality sessions, etc.)
- Intervention in OJT batches (Sessions related to product, feedback sessions, etc.)
- Re-visiting the documents prepared by the training team and approve them
- Prepare product related SOPs
- Prepare reviews
- Ensure the desired quality across the floor
- Motivating team of QAs to perform well and achieve their targets
- Work in liaison with training and operations
- In case new product gets launched, responsible to ensure the delivery of same across the floor and also ensure the adherence of same
- Prepare TNI and help training team to get the same completed
- Conduct Knowledge Enhancement Tests across the floor to ensure the awareness
- Ensure the compliance
- Work in liaison with Service Team & Insurers to get their inputs and work towards the customer satisfaction
Team Leader - Training
Ienergizer IT Services Pvt Ltd
Noida, Uttar Pradesh
10.2016 - 07.2020
- To ensure that the team of trainers is reaching their goals within the assigned time
- Design effective training programs for both new and existing employees
- Take care of On Job Trainees to ensure their performance as per the glide paths given by the client
- To Create Training Manuals/Training plotters to ensure the perfect delivery of content within the agreed time limit
- To prepare Weekly, Monthly & Quarterly Based Reviews
- To prepare TNI’s and align trainers to conduct the trainings accordingly
- To execute the training OR OJT support when the trainer is not available
- To handle Client Escalations and identify the rebuttals on them
- Handled Multiple LOB's
- To publish monthly Newsletters to the GO-MMT clients
- Handled every platform Voice, Chat, Email & Back office
- Conduct periodic training programs for process updates and briefings
- Conduct assessments across the floor to ensure the process awareness (Process Knowledge Tests)
- To maintain the training data (NHT Dashboard, OJT Dashboard, Training Calendar, Training Master Trackers, etc.)
- Conduct capsule training to new hired trainees considering operational requirements
- Work on agent errors to ensure a good CSAT, CES, CQ
- To conduct the Leadership Development Programs across GO-MMT Process
Product Trainer
Digicall Teleservices Pvt. Ltd.
Noida, Uttar Pradesh
11.2014 - 10.2016
- To take NHT batches
- To ensure the desired throughput of 85%
- Design effective training programs for both new and existing employees
- Take care of On Job Trainees to ensure their performance as per the glide paths given by the client
- To Create Training Manuals/Training plotters to ensure the perfect delivery of content within the agreed time limit
- To handle Client Escalations and identify the rebuttals for them
- Handled Multiple LOB's
- Handled every platform Voice, Chat, Email & Back office
- Conduct periodic training programs for process updates and briefings
- Conduct assessments across the floor to ensure the process awareness (Process Knowledge Tests)
- Conduct capsule training to new hired trainees considering operational requirements
- Work on agent errors to ensure a good CSAT, CES, CQ
Education
Bachelor of Commerce - Commerce
Chaudhary Charan Singh University
Ghaziabad 04.2013 - 03.2016
12th - Commerce
Shambhu Dayal Inter College
Ghaziabad 04.2010 - 03.2011
10th - CBSE
Police Modern Senior Secondary School
Ghaziabad 04.2007 - 03.2008
Skills
People Management
undefinedAccomplishments
- Supervised team of more than 10 Trainers & QA's
with an employee strength of more than 300 - Customer Centricity Certified by Go-mmt command
team - Managed and streamlined the entire Quality domain for Paytm
Insurance - Awarded multiple times for being best Team Lead -
Training, Best Trainer across all the branches of
Go-mmt in India - Helped sales team to increase the issuance by 8-10%
by implementing the relevant changes in the Quality
team & function
Timeline
Team Leader - Quality
Paytm Insurance Broking Pvt. Ltd
09.2020 - Current
Team Leader - Training
Ienergizer IT Services Pvt Ltd
10.2016 - 07.2020
Product Trainer
Digicall Teleservices Pvt. Ltd.
11.2014 - 10.2016
Bachelor of Commerce - Commerce
Chaudhary Charan Singh University
04.2013 - 03.2016
12th - Commerce
Shambhu Dayal Inter College
04.2010 - 03.2011
10th - CBSE
Police Modern Senior Secondary School
04.2007 - 03.2008
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