Training & Development
Mohd. Zaffurallah
EMPWR
Hyderabad
Work Preference
Work Type
Full TimePart TimeContract WorkGig WorkConsultingVolunteerSeasonal WorkImportant To Me
Career advancementWork-life balanceCompany CultureHealthcare benefitsSummary
Seasoned Training Leader with progressive experience across BPO, RCM, and healthcare documentation. Proven track record in governing end-to-end training functions—from Training Needs Analysis and new hire batch management to policy creation, team leadership, and client interfacing. Adept at designing performance-driven interventions, maintaining SLA compliance, and mentoring trainers toward measurable outcomes. Hands-on expertise with eClinicalWorks, EPIC, NexGen, and Cerner.
18
Years of experience
Work History
Training & Developmental Manager
3 Months- Facilitate continuous learning and upskilling programs for Wellness Coordinators and Service Operations staff to ensure high quality of care and compliance.
- Created and maintain complex LMS models, job aids, and workflow documentation to streamline onboarding and ongoing professional development.
- Conduct regular performance and quality reviews, utilizing health data and interaction metrics to drive operational excellence and protocol adherence.
- Monitor patient interaction quality, ensuring strict compliance with HIPAA regulations, local/state/federal healthcare laws, and client-specific protocols.
- Created the KPI dashboard for assessments.
Training & Compliance Lead
3 Months- Govern the overall training function—overseeing design, delivery, and continuous improvement of programs for new hires, tenured staff, and leadership.
- Improved PKT scores by 30 points through corrective training focused on persistently low-scoring areas.
- Conduct timely Training Needs Analysis (TNA/TNI) and align training interventions directly with findings and identified skill gaps.
- Manage end-to-end planning of NH batches, ensuring Training Throughput, Attrition, and Duration Policy targets are met consistently.
- Analyze monthly PKT outcomes; focus corrective interventions on persistently low-scoring areas to drive measurable improvement.
- Guide trainers in conducting focus groups with Operations, studying BQ and RCA data to pinpoint high-error areas and shape training priorities.
- Conceptualize targeted training interventions based on learning gap analysis; streamline logistics for seamless execution.
- Trained 1000+ associates across multiple batches, consistently meeting throughput, duration, and quality targets.
- Reduced new hire attrition by 30% through structured onboarding and targeted coaching interventions.
- Monitor and maintain Efficiency Improvement & Calibration metrics as per agreed SLA; address behavioural issues of NHs before escalation to HR.
- Manage Customer Service team performance (NPS, CSAT, AHT, SLA).
- Trained associates on Accent neutralization and created scripts for associates.
Senior Trainer
1 Year- Developed and implemented QA protocols for RCM operations; conducted regular audits ensuring ICD & CPT compliance.
- Identified process improvement opportunities using data analytics; prepared quality metric reports for leadership.
- Collaborated cross-functionally to enhance operational efficiency; as Quality Manager reviewed performance and regulatory compliance.
Process Lead
2 Years 1 Month- Created training calendars and executed large-batch training programs; conducted TNA/TNI to align learning with operational priorities.
- Developed and optimized SOPs; redesigned training content to improve quality and productivity outcomes.
- Identified struggling associates and implemented targeted improvement plans, resulting in measurable performance recovery.
Quality Expert
4 Years 3 Months- Led quality audits, calibration sessions, and structured quality briefings that reduced error rates across the team.
- Identified training gaps and coordinated upskilling initiatives; reported process health through analytics and enhanced control checks.
- Championed engagement initiatives to sustain a collaborative, high-performance culture.
Scribe
1 Year 2 Months- Provided real-time clinical documentation support to healthcare providers, averaging 120 minutes of live scribing daily.
Process Trainer
7 Years- Led quality service delivery, managed pilot-to-Go-Live transitions, and acted as SPOC for CRM/CSM/Client relationships.
- Conducted OJT programs, designed eLearning modules and assessments (Pre, Formative, Summative), and managed Training Needs Analysis.
- Developed performance improvement policies; led data interpretation and visualization initiatives for process excellence.
- Conducted team audits, ensured client compliance, and delivered structured feedback and profile calibration to healthcare document analysts.
Education
B.Sc.
HSM (2 Years)
Train-the-Trainer Certification
Six Sigma Black Belt Certified
Skills
Training Needs Analysis (TNA/TNI)
Policy & Content Development
Training Governance & SLA Compliance
SOP Frameworks & Standardization
New Hire Batch Planning & Throughput
Team Management & Mentoring
Quality Audits & Calibration
Client Interfacing & Business Reviews
Root Cause Analysis (RCA)
Performance Scorecards & KPIs
Process Improvement & Change Mgmt
ELearning & LMS Design
Leadership Highlights
- Oversee and mentor Quality Analysts and training teams across multi-site BPO and RCM environments.
- Drive cross-functional workgroups and matrix reporting collaboration; lead projects with defined timelines and milestone tracking.
- Foster a feedback-driven, high-performance culture through structured one-on-ones, incentive frameworks, and coaching.
- Design scalable infrastructure for training, quality, and project management functions aligned to client and business KPIs.
Timeline
Training & Developmental Manager
EMPWR
06.2026 - Current
Training & Compliance Lead
HFMG for Bandi Informatics
12.2025 - 03.2026
Senior Trainer
ScribeeMed
10.2024 - 10.2025
Process Lead
Cognizant Technology Solutions
09.2022 - 10.2024
Quality Expert
Inventurus Knowledge Solutions
06.2018 - 09.2022
Scribe
iMedX Inc.
12.2016 - 02.2018
Process Trainer
Mmodal Global Services
02.2009 - 02.2016
Kanpur University
B.Sc.
NIIT
HSM (2 Years)
Sumeru Learning
Train-the-Trainer Certification
Six Sigma Black Belt Certified