Mausam Bora

• Supervise team of trainers and QAs responsible for managing technical and non-technical deliverables.
• Direct end-to-end training processes involving TNA, TNI, and T3 sessions for staff development.
• Conduct Weekly Business Reviews (WBR) and create in-depth performance decks for senior stakeholders.
• Oversee and release real-time training and quality dashboards spanning TMS, LMS, STR, and MKT platforms, Audit analysis, trend analysis and compliance.
• Spearhead coordination efforts with WFM and Talent Acquisition to enhance strategic batch planning and resource efficiency.
• Enforce strict adherence to training SOPs for external B2B account audits.
• CORE COMPETENCIES
• Training & Development
• Training Needs Analysis (TNA) & Identification (TNI)
• TMS & LMS Configuration & Deployment
• ALBA (Advance Learning Bot and Automation) Use Case Development
• BQ (Bottom Quartile) Management & Performance Improvement
• Quality Management
• Transaction Monitoring: Auditing interactions for compliance and excellence.
• Calibration: Aligning leadership on quality scoring standards.
• Root Cause Analysis (RCA): Identifying gaps to implement corrective actions.
• Feedback & Coaching: Delivering data-backed coaching to improve CSAT scores.

Facilitated high-impact new hire classroom and virtual training sessions for diverse learner groups.

Managed STR performance, ensuring new hires achieved 0–30 day proficiency benchmarks.

Conduct upskill sessions and refresher for BQs, creating huddle contents.