Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Hobbies and Interests
Personal Details
Disclaimer
Timeline
Generic

Pankaj Chettri

Quality & Training Manager
Mumbai

Summary

Professional Quality Manager with a proven track record in driving compliance, boosting sales performance, and enhancing customer satisfaction through strategic training and process optimization. Strong leadership in managing quality & training teams, utilizing analytical expertise and keen attention to detail to significantly elevate sales and service quality. Skilled at identifying improvement opportunities and implementing effective solutions that align seamlessly with organizational objectives. Committed to fostering a culture of continuous improvement and excellence within the team.

Overview

20
20
years of professional experience

Work History

Sales Quality & Training Manager

SMFG India Credit Company - Finance
11.2021 - Current
  • Leading a team of quality and training supervisors to uphold and enhance quality and training standards across diverse loan sales processes—including Personal Loans, Home Loans, Loans Against Property, Business Loans, Digital Loans, Commercial Vehicle financing, and UPI registration.
  • Overseeing quality assurance and training activities for vendor operations to ensure adherence to defined SLAs and strict compliance with SOP guidelines, thereby maintaining service excellence, and regulatory alignment.
  • Implementing and monitoring quality assurance frameworks to ensure sales practices remain ethical, compliant with regulatory requirements, and aligned with company standards.
  • Driving continuous improvement initiatives by leveraging data analysis to identify trends, uncover process gaps, and implement targeted changes that enhance the quality, efficiency, and compliance of sales operations.
  • Managing quality MIS reporting and providing senior management with actionable insights to strengthen decision-making, while driving strategic improvements in sales processes to enhance efficiency, compliance, and customer outcomes.
  • Creating, reviewing, and updating Standard Operating Procedures (SOPs) for the tele sales outbound team, as well as developing and maintaining SOPs for vendor partners, to ensure consistency, compliance, and operational excellence.
  • Actively monitoring IVR Bot and Agentic AI-assisted calls to ensure operational efficiency, accuracy, and adherence to quality standards, thereby enhancing customer experience, and optimizing sales processes.
  • Managing Bottom Quartile Management (BQM) and Performance Improvement Plans (PIP) to enhance team performance, ensure adherence to defined quality standards, and drive measurable improvements in sales effectiveness.
  • Ensuring timely closure of feedback, coaching sessions, and call calibrations within defined timelines to strengthen agent performance, maintain quality standards, and drive continuous improvement.
  • Managing monthly Rewards and Recognition (R&R) initiatives to ensure agents are acknowledged for their achievements and performance, based on a defined scoring model that promotes fairness, motivation, and continuous improvement.
  • Collaborating with cross-functional teams to develop customized training solutions, ensuring alignment with organizational goals and objectives.
  • Exploring AI vendors for QA automation to enhance productivity, improve accuracy, and ensure consistency across platforms.

Lead Quality Analyst - Sales and Service

Coverfox Insurance Broking Private Limited -Insurance
01.2019 - 11.2021
  • Supervised a team of quality supervisors to ensure adherence to compliance and quality standards in health and life insurance sales.
  • Monitored sales calls to verify accuracy, regulatory compliance, and ethical practices.
  • Coached agents and quality analysts through structured feedback sessions to improve performance outcomes.
  • Conducted call calibration meetings with leaders and advisors to maintain consistency in evaluation criteria.
  • Compiled and presented weekly and monthly quality dashboards to senior management for performance tracking and actionable insights.
  • Identified training needs (TNI), and coordinated targeted training sessions with the training team to address skill gaps.
  • Verified the availability of call recordings during product sales to ensure compliance requirements were met.
  • Prepared incentive data based on validated sales, collaborating with cross-functional teams to ensure accuracy and transparency.

Deputy Quality Manager - Customer Service & NPS

Kotak Mahindra Life Insurance Company Ltd
11.2017 - 12.2018
  • Supervised a team of Quality Analysts handling customer service and complaints, ensuring adherence to quality standards.
  • Led the NPS pilot process with the team of service recovery SPOCs, managed ACPT analysis, and developed performance dashboards.
  • Created and standardized SOPs to align with organizational quality benchmarks, and enhance team performance.
  • Followed compliance protocols to reduce errors and improve customer satisfaction scores.
  • Conducted calibration sessions and refresher trainings to maintain consistency in evaluations.
  • Delivered weekly and monthly performance and quality reports to senior management for actionable insights.
  • Identified training needs analysis (TNA) and partnered with the training team to design targeted learning sessions.
  • Conducted root cause analysis (RCA) to address customer dissatisfaction, and proposed corrective measures to improve the experience.
  • Improved quality management processes by implementing effective monitoring and evaluation systems.
  • Led internal investigations into product failure incidents, determined root causes, and initiated corrective actions.

Lead Quality Analyst - Sales

Uttam Mudra BPO & IT Management Services LLP-International BPO
04.2017 - 09.2017
  • Monitored sales calls to identify trends and areas for improvement for Sumo Power, an Australia-based energy company.
  • Provided feedback and coaching sessions to improve team sales performance.
  • Verified daily product sales, and communicated accurate figures to the client.
  • Compiled daily, weekly, and monthly quality reports to provide insights on team performance, and inform coaching strategies.
  • Analyzed call disposition data to evaluate production time and sales factors.
  • Organized biweekly product knowledge tests to reinforce team expertise, and support sales success.
  • Participated in weekly sales calibration sessions with the client for alignment.
  • Conducted quality refresher sessions to ensure adherence to consistency standards.
  • Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
  • Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.

Quality Team Leader - Customer Service

WNS Global Services Pvt Ltd- International BPO
02.2010 - 10.2016
  • Monitored customer chats and emails for British Gas, a UK-based energy company, to ensure service accuracy, compliance, and improved customer satisfaction through NPS.
  • Audited processes to identify operational gaps, and delivered actionable insights via comprehensive reports.
  • Facilitated performance standard alignment sessions with clients and advisors to strengthen service delivery.
  • Conducted product knowledge assessments to upskill advisors, and improve competency levels.
  • Compiled daily, weekly, and monthly quality performance reports to track team effectiveness and highlight improvement areas.
  • Assisted in documenting key processes, procedures, and security protocols to ensure compliance with SOPs.
  • Supported internal and external quality audits to fulfill SOPs and regulatory requirements.
  • Conducted training programs to upskill team members, enhancing expertise in quality management systems, and customer service standards.

Customer Service Professional

Sitel India Pvt Ltd - Domestic BPO
11.2007 - 02.2010
  • Managed a high volume of daily customer interactions, achieving timely resolution and high satisfaction.
  • Maintained detailed records to track issues, enhancing response efficiency, and service quality.
  • Implemented strategies to improve customer satisfaction and service quality.
  • Trained new associates, promoting adherence to high customer service standards.
  • Provided actionable feedback to management for product and service enhancements.
  • Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
  • Optimized internal processes through regular review of workflows, proposing improvements that led to increased productivity while maintaining a high level of service quality.

Sales Executive

Goldiam International Private Limited
04.2006 - 11.2007
  • Achieved counter sales revenue targets by implementing strategic techniques and delivering effective rebuttals.
  • Achieved counter sales revenue targets through strategic techniques and effective rebuttals.
  • Secured new customer relationships, and consistently met service benchmarks.
  • Effectively communicated promotional offers to boost sales productivity.
  • Guided customers to suitable product selections with courteous assistance.
  • Communicated promotional offers clearly to enhance sales engagement.
  • Achieved sales goals and service targets by cultivating and securing new customer relationships.
  • Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.

Education

Bachelor of Arts - Arts

North Bengal University
West Bengal
06-2004

Skills

Quality control

SOP development

NPS and CSAT metrics

Trend analysis capabilities

Process enhancement

Performance assessment

Root cause investigation

Project management proficiency

Problem-solving expertise

Analytical skills

Quality MIS

Attention to detail

Workforce planning

Team development

Leadership training

Training facilitation

Time management abilities

Accomplishments

  • Implemented a new quality audit methodology at SMFG India Credit Company Limited.
  • Twice recognized with the prestigious Star Award at Coverfox Insurance Broking Pvt. Ltd.
  • Led the development and deployment of the Net Promoter Score at Kotak Life Insurance Company with the vendor Litmus
  • Received multiple awards and recognitions for exceptional performance at WNS Global Services, Pvt. Ltd
  • Earned multiple awards and recognitions for consistently providing outstanding customer service at Sitel India, Pvt. Ltd.

Languages

  • English
  • Hindi

Hobbies and Interests

  • News
  • Sports
  • Travelling
  • Gardening
  • Cooking

Personal Details

Date of birth: 04-08-1983

Nationality: Indian

Marital Status: Married

Disclaimer

I hereby declare that the information provided above is true and correct to the best of my knowledge and belief.

Timeline

Sales Quality & Training Manager

SMFG India Credit Company - Finance
11.2021 - Current

Lead Quality Analyst - Sales and Service

Coverfox Insurance Broking Private Limited -Insurance
01.2019 - 11.2021

Deputy Quality Manager - Customer Service & NPS

Kotak Mahindra Life Insurance Company Ltd
11.2017 - 12.2018

Lead Quality Analyst - Sales

Uttam Mudra BPO & IT Management Services LLP-International BPO
04.2017 - 09.2017

Quality Team Leader - Customer Service

WNS Global Services Pvt Ltd- International BPO
02.2010 - 10.2016

Customer Service Professional

Sitel India Pvt Ltd - Domestic BPO
11.2007 - 02.2010

Sales Executive

Goldiam International Private Limited
04.2006 - 11.2007

Bachelor of Arts - Arts

North Bengal University
Pankaj ChettriQuality & Training Manager